Originally presented Dec 12, 2018
In this one-hour webinar, Andrew Sanderbek takes a look at how we create stories around our experience with angry library customers. He makes the case that some of the most common stories we create are self-defeating.
The stories we create influence our behavior. Andrew explains some common pitfalls in the way we create those stories. By the end of the webinar, you’ll have some practical tools and a solid understanding of some better ways to handle angry customer situations.
The free tutorial Andrew has created to make it easy to share this information with colleagues and friends is available here:
How to Handle Angry Customers
If you are a Niche Academy customer, you can find this tutorial in the marketplace and add it to your own staff training academy. You'll be able to invite learners to go through the tutorial and track their progress as they complete it.
You can download the slides from the presentation here:
Dealing with Angry Customers