|
 Purpose:
Complaints are like death and taxes: you can always count on them. This
course will help people in customer relations, sales, and management to
learn the art and science of handling complaints and turning them to their
advantage.
Handling Complaints and Difficult People
is funny, inspirational and extremely
practical as it takes participants through the steps to defusing then
using unsolicited comments. It will also provide the tools a person needs
to deal with Chronically Difficult People.
Benefits:
This program
is about PEOPLE. Participants will learn the skills and the steps to
resolve difficult situations AND to work well with those who are, well, a
pain.:
- Understand the Chronic Complainers
- Use Practical Steps to Conflict Defusing
- Make Complaints Work In YOUR Favor
- Thrive Among the Whiners
Scott will
present a step-by-step process for identifying what is REALLY bothering
people, using their input to build lasting and positive relations, and
keeping complaints from building up into an ulcer. People are people,
after all, and the majority of complaints and conflicts can be resolved
quickly and well by ANYONE. Unfortunately, sometimes you forget
complainers are just people and have to have special attention. Scott will
explain the rules for handling the "Unreasonable" faction of
humanity as well.
A
special section will explain how to handle those who are
"impaired" by drugs, alcohol or mental disease. The whole
presentation will start you on the road to winning relationships.
The
Presenter:
Scott McDonald is a marketing professional. He founded Scott
McDonald & Associates in 1986 to meet the research and marketing needs
of small business and industries. He developed this program while
working in customer service at Six Flags. He has shared these ideas with
thousands dentists all over the U.S. who have to work with some of the
most difficult complainers, whiners and yahoos in the Country.
Scott has lectured widely throughout the US for
national, state, and regional associations and businesses. His speaking
style is "highly entertaining while giving a clear presentation of
interesting facts."
To hire Scott for your next meeting or event, send an email to: scott@scottmcdonald.org
<<Back
|
