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Customer Service and Conflict Management 2014
Start Date: 10/29/2014Start Time: 9:00 AM
End Date: 10/29/2014End Time: 12:00 PM
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Event Description:

Customer Service and Conflict Management 

Seminar leader Larry Sharpe will provide participants with a class on ETL™ (Emotion then Logic) featuring Customer Service and Conflict Management methods. The goal is to become more effective and confident at handling dissatisfied customers, both internally and externally, as an individual and as part of a company unit.

Attendees will learn how to encourage positive future relationships and to uncover and discourage passive aggressive behavior.

Example topics covered are:

1- Emotional intelligence

2- Handling complaints

3- Answering tough questions

4- Delivering bad news

5- Addressing conflict

6- Meditating conflict

The Customer Service and Conflict Management Seminar will also explore:

  • Dealing with personal emotions as well as the emotions of others
  • Understanding what customers and teammates are thinking and feeling
  • Handling questions and complaints smoothly
  • Adjusting communications to be more effective during stressful scenarios
  • Crafting verbal and body language that will shift a situation from conflict to collaboration
  • Suppressing conflicts as a mediator and/or manager
  • Developing stronger professional relationships that in turn produce a better professional environment

 Click here for questions about the program.

Contact Information:
Name: Division of Continuing and Professional Studies
Phone: 646-312-5000
Email: caps@baruch.cuny.edu
Schools/Departments:
  • Continuing Studies

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