When

Thursday, November 29, 2012
3:00pm - 4:00pm

Overview

Rich Gallagher loves worst-case scenarios. Why? Because they hold the key to truly excellent service and success for your business. When you and your team learn the same skills that hostage negotiators, police officers, and crisis counselors use in their very worst situations, you become supremely confident in any customer situation. This TCIA webinar will cover skills like:

• How to banish criticism - by "leaning into" it with gusto!
• Getting people on board with your schedules, your prices, and your boundaries
• How to keep arrogant, entitled customers from ever intimidating you
• Trigger phrases to never say
• Grounding angry outbursts with the skill of a bomb squad

Using realistic scenarios, sound behavioral principles, and plenty of laughs, this webinar will help you see your worst customers in a light you have never seen them before!

Rich Gallagher is a former customer service executive and practicing psychotherapist who has spoken to over 20,000 people. This webinar will be based on Rich's latest book The Customer Service Survival Kit: What to Say to Defuse Even The Worst Customer Situations, coming from AMACOM Books in spring 2013. His other books include the national #1 customer service bestseller What to Say to a Porcupine and How to Tell Anyone Anything, and he has been featured in CNN.com, BusinessWeek, the New York Post, Dale Carnegie training, morning drive radio, and numerous other media outlets.