Did you ever have a customer or co-worker that was Mad on Arrival? (M.O.A.) Yes, so too have many of us! Are you effective at handling these (rather memorable) interactions? Do they scare you? Do you feel intimidated?

This informative and interesting webinar focuses on the three stages of the Mad on Arrival external and internal customer interactions:

  1. The approach/preparation
  2. The interaction/being ready for the unexpected
  3. The aftermath/recovery from the interaction

Following the program, the discussion will continue with a 15-minute Overtime Twitter session, where you can interact with Andrew and PCI Webinars. Be sure to join us the fun!


Original broadcast September 29, 2015 

Instructor Bio ~ Andrew Sanderbeck
Andrew has been developing and conducting training seminars for libraries and library organizations for more than fifteen years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and in numerous countries around the world. He is the founder of the PCI Webinars.