The last few years have been challenging for many businesses and organizations, particularly those that are “market facing” (dealing directly with customers, stakeholders, and the public) — like healthcare, education, and certain direct to consumer (B2C) businesses. While the the customer is “always right,” it’s been a challenging time to equip and support our workforce with tools, techniques, and tips to help them diffuse tense situations, address customers’ needs while maintaining professionalism, and maintain customer satisfaction and engagement even though oftentimes it’s the customer who is creating the challenging situation!
The Performance Excellence Network — in partnership with the Wisconsin Center for Performance Excellence — is pleased to host an online webinar discussion on Thursday, July 27: “How to Manage Difficult Customers.” The discussion will feature a panel of leaders from market-facing organizations — those that have had to navigate some challenging customers the last few years, such as certain businesses, healthcare systems, and educational institutions. Panelist to be announced shortly.
The discussion will center on approaches, insights, and techniques for:
- De-escalating tense situations with customers or other stakeholders
- Managing and resolving complaints
- Service (and brand) recovery, relationship building, and maintaining customer engagement
- Reducing stress and burnout with the front-line workforce who often is the recipient of challenging customer situations
This session is Thursday, July 27 8:00-9:00 CT (optional speed networking and mingling 7:45-8:00), using Zoom MEETING. Grab your coffee and breakfast, and join us for a rich discussion. Free for PEN/WCPE members; $20 for non-members.
Can’t make it live but interested in the content? Register anyway: all registered attendees get a link to the recording after the session!
