Today’s consumer is living in fear, gets angry and frustrated easily. Too often we allow them to ‘pull our strings and act negatively ourselves. These behaviours trigger expensive complaints and a hostile environment. 75% of people who leave their jobs do so because of another person. 68% of customers stop doing business with any given business due to perceived disinterest/rudeness by staff. Conflict is a four billion dollar a year challenge!  More than 20 million cases a year end up before a judge. Loss of productivity, emotional unrest, loss of relationships.

Join us for the sensitive topic with industry expert speaker Anne Sadovsky and learn usable techniques on how to calm people during trying times. Implementing these techniques, you will become more likeable and a peacemaker, not only to others, but to yourself. Anne wil help you improve your communication/people skills and keep peace. The ability to calm others is critical to the safety of all concerned. It is also a matter of your own safety. It's a must attend session for every team member, who deals with the customer and has responsibility for satisfaction/retention and the bottom line.

Webinar Highlights

• To think before you speak
• To know your company policies and the hot spots
• How to be cool under fire
• Things you should NEVER say to a customer, team member.
• You will get a list of magic words versus fighting words.
• Plus, a list of things you should NEVER say
• Situations you haven’t thought of that can become issues
• Homework: Role play behaviours that are calming and create a win-win ending.

Who Should Attend

• Owners
• Executives
• Regional Managers
• Sales, Customer Service and office staff
• Human Resources