Event
This workshop aims to equip participants with an understanding of why members become irate and how we can use effective communication skills, conflict resolution techniques and emotional intelligence to effectively handle these challenging situations in a professional manner. Participants will learn how to de-escalate tense situations, maintain control and turn negative interactions into positive outcomes.
Facilitated By
From | To | Price |
|---|---|---|
1 | 24 | $28 |
25 | 75 | $26 |
76 | 125 | $24 |
126 | 126+ | $25 |
The top reasons members become irate.
How we treat an irate member throughout the interaction.
The steps we can use to effectively resolve the member's issue.
Knowing when and how to terminate the interaction professionally and respectfully.
How we can stay positive and help to defuse their anger so that the member will listen to us rationally and effectively participate in the conversation.
The financial impact of successfully interacting with irate members is extremely significant. A research report by Khoros revealed 83% of customers agree that they feel more loyal to brands that respond and resolve their complaints. Additional research conducted by the Harvard Business Review reveals dissatisfied customers are primarily looking for empathy when they use negative or angry tones. Moreover, successfully handling irate customers results in an 8x likelihood a customer would spend more money with the company.
With that reality in mind, one of the most critical skills for employees to master is effectively handling irate members. But it is challenging for most employees to deal with this type of contact unless they are given the skills to do so successfully. ServiStar’s own research, conducted in partnership with the Filene Research institute reveals most credit union employees are those who are likely to avoid conflict by freezing or fleeing from it. So leaders must provide the necessary skills if we desire and expect our employees to be become confident and successful in these stressful situations.
Any employee who interacts with members.
Scott Anderle is the Learning & Development Specialist at ServiStar Consulting and was previously Director of Hospitality and Training at Chick-Fil-A.
Scott's mission is to "Fight for Dreams." Scott uses his talents of instruction, compassion and communication to influence others in ways that let them grow and achieve things that make them happy. During his time at Chick-Fil-A, he developed operations structures to transform the customer experience and always led by example. He developed training systems for onboarding new front-of-house team members that led to his team receiving back-to-back year's of Symbol Status.
Now with ServiStar Consulting, Scott plays a crucial role as trainer, facilitator and mentor for the many credit union professionals that he serves. Scott has a Bachelors Degree in Music Business from Middle Tennessee State and lives in Nashville, TN with his wife and daughter.
$99.00
Select date
Feb
26
2–4 pm ET
Apr
23
2–4 pm ET
Jun
25
2–4 pm ET
Aug
27
2–4 pm ET
Oct
22
2–4 pm ET
Dec
17
2–4 pm ET
Event Dates
Feb
26
2–4 pm ET
Apr
23
2–4 pm ET
Jun
25
2–4 pm ET
Aug
27
2–4 pm ET
Oct
22
2–4 pm ET
Dec
17
2–4 pm ET
Free
$999
$1,499
$1,799.00
$249.00
$1,299.00
$599.00
This certification verifies that ServiStar Consulting has the equipment, environment, and skills to deliver a professional remote presentation to your credit union.
© 2024 ServiStar Consulting
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