Serving Difficult and Demanding Customers – Free Virtual Classroom-Style Training
Date and Time
Tuesday Dec 15, 2020
1:00 PM - 3:00 PM MST
Location
Online via Adobe Connect*
*This course utilizes Adobe Connect as the teaching platform, which is much more conducive to online learning than Go-To Meeting or Zoom. Programs work best if each participant has access to a keyboard, microphone, and webcam. BTW recommends downloading the Adobe Connect App as it tends to perform better than using a web browser.
Website
Description
Working on the frontlines in the hospitality industry is tough. Add an enduring pandemic and an unprecedented fire season to the mix and, well… tough is probably one of the more benign adjectives you’d use to end that statement.
Join us for a free, virtual classroom-style training with Business Training Works (BTW) to learn skills to help you in this time of higher tensions and shorter tempers. The course, Skills for Handling Tough Customers and Difficult Interactions will:
- Suggest communication techniques for calming upset customers.
- Introduce a de-escalation model.
- Highlight trigger words and phrases.
ABOUT THE INSTRUCTOR
Stefanie Coleman is a highly experienced trainer, facilitator and speaker, with a strong background in tourism and hospitality. Having worked for tour operators managing customer service and public relations, and as a tour director leading multi-week tours for international clients, Stefanie has firsthand experience working in a customer service capacity in our industry. Read Stefanie’s bio here.