Friday, May 24, 2013
Kickoff to the Dale Carnegie Live Online Experience
(01:00 PM - 01:30 PM)
Our online learning environment is designed to be engaging, interesting, informative, and above all, interactive. We want your experience to be great, so that you can apply useful Dale Carnegie® principles in your work and personal life. Plan to attend this event using your own computer and audio connection. Success is all about interaction, so participate actively using all of the methods available to you. Remember that others are depending on you to keep the session running smoothly and generate an unforgettable experience. Participants consistently tell us that the major benefit of these sessions is the information that is exchanged among the group, so we encourage and value your contributions.
Transforming Customer Complaints into Opportunities
(10:00 AM - 01:00 PM)
Customers complain. What is important is how you handle those complaints when they arise: Do you follow a consistent process, treating each customer with equal understanding and empathy? Do you resolve their complaints in a way that earns their trust and their continued business? In this session, you will explore the variety of causes of complaints, identify ways to neutralize negative attitudes, follow a process that deals with both the emotional and rational elements of complaints, and identify root causes and the ways you can reduce the number and type of complaints. You will also walk away with numerous tips for keeping a positive attitude, even when dealing with difficult people and issues.