Effective Techniques for Dealing with Difficult Customers How to resolve complaints quickly, gain greater customer satisfaction, and end every encounter on a positive note! 1-Hour CareerTrack Audio Conference — June 17, 2008! Dealing with customers and handling their complaints is stressful — and risky — business! When customers are confrontational, overdemanding, or unreasonable, it becomes harder than ever to deliver helpful, courteous service. But when customers are met with a take-charge attitude and a positive outlook, they immediately feel good about doing business with your organization. Sometimes, even the best people don't have the skills, experience, or attitude to handle a really tough customer or client. Now you can learn what it takes to provide the kind of superior, memorable service that results in satisfied, long-term customers — the kind who support your business, purchase your products and services, and recommend them to others! Make direct customer encounters more positive, productive, and profitable. Discover innovative ways to cope with client demands and complaints. Learn the strategies that can help develop a rapport with all types of "prickly personalities." Resolve complaints quickly — to everyone's satisfaction. Repair soured relationships with customers who otherwise would have been lost forever. The upshot? Customer complaints will drop ... refunds and returns will dwindle ... and your organization's reputation as being genuinely "customer conscious" will spread. Don't just listen to complaints, but learn from them ... and prevent future problems while solving current ones! Who will benefit? Everyone in the organization who deals with angry, disgruntled, irritated, or customers! As a result of this training ... Create a sense of trust and goodwill with your customers that advertising dollars just can't buy and marketing efforts just can't produce. Notice increased sales, higher profits, better repeat business, and more word-of-mouth praise than ever before. Provide the kind of memorable, superior service that results in satisfied, long-term customers. Rebuild customer loyalty after negative incidents. Turn irate customers into valued allies. You and your entire team can benefit from this exciting and fun 1-Hour Audio Conference event  Don't miss out — enroll today! Program Overview: Communication skills that get to the heart of the matter Learn a 5-step approach to gaining customer confidence, taking control of the situation, and moving on to constructive solutions Use words and phrases that work wonders to repair broken or damaged customer relations Don't just guess ... listen for the real issue with these effective techniques Ways to stay calm, cool, and in control Make an encounter with tough customer an "inner game" that's challenging, fun, and productive Learn strategies that help you stay calm and in control when customers are rude and condescending Find out how to get things back on track and end on a positive note How to deliver more than your customer expects Revisit your customers' expectations to ensure you're giving them what they truly want Learn how to deliver bad news to irritated customers, and still win them over in the end Turn your most difficult customer into your organization's biggest advocate

Audio Conference Start Time: 2 pm Eastern 1 pm Central 12 pm Mountain 11 am Pacific 10 am Alaskan  9 am Hawaiian How Does an Audio Conference Work? You will receive a confirmation e-mail 2 days prior to the event containing your workbook and confirmation code. 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 e-mails. To verify your registration, an operator will ask for your company name and contact information found in your confirmation and reminder e-mails. 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. Conference Registration Information & Enrollment Your e-mail address is required at registration. Your confirmation code will be e-mailed to you along with the toll-free number. An order acknowledgement will be sent within 24 hours of registration. This message will include an e-mail 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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