Tuesday, August 27, 2013
Eastern Daylight Time
It is a proven fact, that an organization that successfully handles complaints, and resolves them effectively and efficiently, not only retains that business but gains additional business as well.
During this program, participants will learn a process that makes all the difference in turning around a complaint.
Specific topics include the following:
Understanding What Members Need And Want
Understanding Why Members Get Irate and Complain
How To Handle Complaints
The Role Of Communication
Forget The Golden Rule
It’s The Little Stuff!
The Importance Of The Unexpected
The Critical Conclusion – What Is At Stake
Specifics To Turn A Complaint Into A Positive Situation
Speaker: John Baptista’s experience combines over 35 years in the financial industry, including 30 years in management, and over three decades as a trainer and consultant.
As the youngest branch manager in the history of one of the largest California Banks, John recognized early the importance of customer service. From over 2000 employees, he was ranked in the top 10% for providing the best in customer service. He has also been a lender, banker and corporate trainer with a major credit union.
Location: Via Telephone
Time: 11:00 am - 12:00 pm EST
Educational Investment: $109.00 per telephone connection. Unlimited Listeners and Free Audio Archive
****You must be registered for this session to hear the audio-recorded version and receive handouts.****
AUDIO ARCHIVE! Can't tune in today? This session will be available on-line for 30 days after activation.
To register and pay by check, email firstname.lastname@example.org and your credit union will be invoiced. To register and pay online, click here.