The pathway to dealing with irrational behavior from normal people

I can’t believe she said that!

Well, Believe it! Customers are demanding more from stores, sales people, customer service people, and especially from owners than ever before.   The reason why is because they can.  Regardless of the recession, the increase in competition from around the world is intense. Customers are throwing away politeness and common courtesies for getting what they want, when they want it, and how much they want to pay for it. You wonder why our employees have become as cranky as the customer.

We have no room for weak or bad management any more. This program addresses the everyday issues that can drive us crazy and steal productivity from our businesses.  You will learn to better understand the root causes of irrational behavior.

Participants learn how to:

• Implement the 7 strategies that  can diffuse any tense encounter
• Read the customer to determine which is the appropriate strategy to use
• Convert the crankiest of customers into fanatic followers
• Retrain and motivate their employees to look at these situations as opportunities, not threats
• Use the best words and phrases in a variety of situations
• Understand why confrontation is being replaced with “side step diplomacy