It’s Not About Me! Serving Customers Without Taking It Personally

Are you finding it difficult to “not” to take things personally from your complaining, upset and highly emotional customers? You’re not alone! But how do you emotionally detach yourself from customers who want you to think it is personal and that YOU are the problem?

The It’s Not About Me! program is packed full of powerful tools and techniques you can begin to use immediately with your difficult and unhappy internal and external customers.

As a result of this program, attendees will learn:
3 powerful techniques for not taking things personally
Six steps for dealing with customer complaints more
collaboratively and in turn more effectively
Using the E+R=O technique to reduce stress and improve
your response to situations you can or cannot control
Self-care techniques to help you when you need time to
release your stress and refocus on the happier customers

Presenter: Andrew Sanderbeck has been developing and conducting training programs for library organizations for more than twenty years. He has presented Web-based, On-line, and Face-to-Face programs on Customer Service and Communication Skills for libraries in the U.S. and numerous countries around the world. Andrew’s programs are filled with proven techniques that attendees can immediately apply with their difficult and challenging customer behaviors. He is the past president of the Haywood County Library Board of Trustees in Western North Carolina.

The recording and handouts will be available on Niche Academy after the live event as well as our library of over 700 recorded sessions. To access Niche, go to: https://my.nicheacademy.com/floridalibrarywebinars

Register here via Zoom for the live event or through the link below.