Managing Difficult Customers*
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Objectives of the Course: |
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This workshop will cover the benefits of learning relationship management skills,
teaching specific techniques and a step-by-step problem solving process to use
with customers. During this interactive workshop, front-line supervisors and
managers will look into what motivates difficult behavior, exploring positive
approaches and tracing a roadmap that can be used to take actions. |
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| You will learn: |
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- about the problem solving process
- about the Customer’s Bill of Rights
- about the benefits of relationship management
- about the Circles of Service – understanding customer expectations
- how to deal with difficult customers |
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| Schedule: |
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NYC Thursday, July 17, 2008
Location: Lifespire, Empire State Building, 350 Fifth Avenue, NYC
Albany Wednesday, November 5, 2008
Location: NYSID, 11 Columbia Circle Drive, Albany
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| Presenter: |
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Sabrina Harmon has been a member of the NISH organization since January
1991. As of October 2003, Ms. Harmon serves as the GSA/PBS Strategic
Alliance Manager for NISH, as well as teaching a host of workshops offered
through the NISH Training Institute. A strong proponent of continuous learning,
Sabrina completed the George Washington University Graduate Program in
Organizational Sciences’ Certificate in Leadership Coaching (2002) and Certificate
in Government Contracting (2004). |
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*This program is in conjunction with NISH |
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