Staff people are always in the line of fire when it comes to handling angry, difficult or just obnoxious people. This seminar invites your staff to listen to upset clients in a new way, giving them an opportunity to handle the situation more effectively.

Three hour workshop

• Definition of customer service

• Understanding basics of neurolinguistic programming techniques

• Learning to recognize three types of "phoners"

• Applying state-of-the-art verbal techniques to diffuse anger

• Using client phone-ins as sales opportunities

• Changing your "language" to relax the caller