Virtual Learning

How to Handle Difficult Customers

• Dec 12, 2023
  Virtual Learning (desktop/laptop and mobile devices)

The above opportunity and more can be accessed by visiting the TLN Learning Management System (LMS).

Description

Most of our interactions with customers, patrons, and citizens go smoothly; however, those that don't go well can put a negative spin on everyone's day. This workshop teaches participants how to prepare for, recognize, and expertly manage difficult customer situations when they arise. Participants will learn the L.E.E.D.S. method of handling customer inquiries and complaints, including how to stay present, listen with intention, show understanding, ask questions appropriately, and partner to resolve customer problems. Other topics include quick ways to build rapport, de-escalation techniques, when to set boundaries, and knowing which words and phrases to use - and which ones to avoid.

Speaker(s)

Phyllis Lundy, President of Lundy Leadership, combines diverse general management and human resources experience with 20 years as a trainer, facilitator and consultant. She has developed and conducted seminars for numerous organizations and government agencies. She is an adjunct consultant and trainer for the Transportation Learning Network, Western Management Development Center, and the Graduate School of the USDA, where she received the 2004 Team Faculty Excellence award for her role in training the Customs & Border Protection Division of the Department of Homeland Security. Phyllis has a BS degree in psychology, is a qualified instructor for the Myers-Briggs Type Indicator (MBTI), and is certified in VitalSmarts Crucial Conversations, the Center for Creative Leadership's Benchmarks 360 Assessment and the ChangeWorks, LLC, Leading Change and Change Resiliency programs.

Target Audience

All staff.