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on December 14, 2018 Library Education Webinars

Webinar: How to Handle Angry Customers

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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

Andrew Sanderbeck

Andrew Sanderbeck is a recognized expert trainer, coach and consultant on leadership and team development, customer service and developing cohesive management teams. He has owned and operated both retail and manufacturing businesses and has taken his life experiences of working with and owning his companies and turned them into gems of applicable knowledge for his clients. Andrew presents for audiences both domestically and internationally conducting training classes in the Caribbean, Europe and the Far East. Andrew is the founder of The People~Connect Institute, an organization of professionals that work with management and executive teams that value the human potential of their employees while leading purpose driven organizations. He is proud to have earned his certification in experiential facilitation, business coaching and consulting, helping his clients achieve unparalleled levels of productivity from their work groups and teams. Andrew presents over 100 customized workshops, seminars and keynotes for organizations and at conferences around the world each year and has been featured on television and training networks including PBS and NTU for his program “Managing Team Excellence in Times of Change”. He is the author of the books “The Power of Asking for What You Want” and “5 Minutes to Team Excellence in Your Organization”.