How to Resolve Customer Complaints on the Spot Learn how to handle objections, defuse confrontations, and create win-win situations 1-Hour CareerTrack Audio Conference — February 13, 2012! Today, people have an ever-increasing number of choices when deciding where and with whom to do business. Customers are more informed about their choices and have higher service expectations than ever before. What are you doing to make sure your customers' expectations are met … and exceeded? Whether you interact with customers face to face or over the phone, you are your organization's representative. Customers' perceptions of a business are primarily based on interpersonal interaction with front-line employees; yet, too little attention is placed on training these employees in appropriate customer management. It is crucial to your organization's success that each employee understands how to handle confrontations, objections, and bad attitudes in order to keep customers content and coming back. Are you driving customers away? The biggest reason customers "quit" a business is an attitude of indifference on the part of the owner, manager, or employees. It takes only 7 seconds for customers to form 11 impressions about you and your organization. If your customers don't feel like you care about them or their business, they will go elsewhere. Lack of training or lack of authority to make customer-centered decisions can hinder your ability to make a good first impression and leave your customers feeling undervalued. If a customer is unhappy, it's imperative that you rectify the problem immediately. A customer who has a negative experience means more than just one lost sale or damaged relationship. On average, an unhappy customer tells 3 people, who each tell 3 more people, creating a wide-spread trickle-down effect that could damage your organization's credibility and its reputation. However, a customer won back after a negative experience is a customer for life. Attend this powerful 1-hour audio conference and become equipped to keep complaints and petty situations from escalating into full-blown customer service disasters. How to Resolve Customer Complaints on the Spot will teach you how to react well to the realities of customer service and deal with the most difficult customers and their complaints. You'll learn: What every complaining customer really wants Effective strategies for calming irate customers Creative collaboration techniques for win-win outcomes How to deal with Witchy Wilma, Broken Record Robert, and other difficult personalities Ways to work through difficult and touchy issues What to do when your answer must be "no": how to diffuse anger When you're prepared to take ownership of problems and empowered to find solutions, not only will your customers be happier, but you'll benefit from increased confidence, less stress, and greater value to your organization. Who will benefit? Customer service representatives, sales professionals, sales and customer service supervisors and managers, marketing professionals and managers — anyone and everyone who comes into contact with customers! After just one hour of targeted training, you'll be able to: Develop positive customer relationships from the first contact Build credibility and establish trust with your customers Manage emotional situations with finesse Regain loyalty after altercations Keep yourself from becoming defensive or over-reacting Handle volatile situations immediately and effectively! Don't go another day providing your customers with "so-so" service. Get the great training you need to increase customer satisfaction and sales, reduce job-related stress, and make your life easier today!   100% SATISFACTION GUARANTEED! As always, your satisfaction is our #1 priority. If for any reason you are dissatisfied, we'll arrange for you to attend another seminar, receive a different product, or receive a full refund — hassle-free!

Audio Conference Start Time: 1 pm Eastern 12 pm Central 11 am Mountain 10 am Pacific 9 am Alaskan 8 am Hawaiian How Does an Audio Conference Work? You will receive a confirmation email 2 days prior to the event containing your pin number and a link to download your note-taking guide. A reminder notice will be sent the morning of the conference. At least 10 minutes before the conference start time, call the specific toll-free number found in your confirmation and reminder emails. To verify your registration, you will be prompted to enter your pin number found in your confirmation and reminder emails. You will be connected to the conference and placed on hold until the conference begins. Your registration allows you one phone connection for unlimited participants. That's it … sit back and enjoy the conference! If you have additional questions, please visit our FAQs. Q&A Session Immediately following the Audio Conference, the phone line will be opened up to conference participants who wish to submit questions to our speaker, time permitting. Conference Registration Information & Enrollment Your email address is required at registration. Your confirmation code will be emailed to you along with the toll-free number. An order acknowledgement will be sent within 24 hours of registration. This message will include an email address that you may use to submit questions prior to the event. An audio CD is recorded of each Audio Conference. You may choose to purchase the CD with the audio conference, or separately. See ordering information below. The audio CD recording will be available for shipment approximately 3 weeks after the conference. NOTE: In order to receive your registration confirmation and phone number, you must make full payment in advance of the audio conference. Questions? Please contact our Customer Service Representatives at 1-800-905-8456.

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