Event Calendar

Thursday, April 25, 2019

Dealing with Angry or Emotional Customers (Westby)

Start Date: 4/25/2019 9:00 AM CDT
End Date: 4/25/2019 4:00 PM CDT

Venue Name: Vernon Electric Cooperative

Location:
110 Saugstad Rd
Eau Claire, WI  United States  54667

Organization Name: Wisconsin Electric Cooperative Association

Contact:
Wendy Fassbind
Email: wendy@weca.coop
Phone: (608) 467-4589


Registration: 8:30 a.m.
Program: 9 a.m.-4 p.m.

Dealing with Angry or Emotional Customers / Members
1-1/4 Skill Builder Credits

This course is designed for anyone who may find themselves on the receiving end of hostile, aggressive, or manipulative behavior from customers/members. The course is designed to help employees effectively manage intensively emotional customer/member interactions. Participants will gain insight into various patterns and dynamics of behavior.

Additional topics covered:
  • An exploration of the dynamics of emotional behavior;
  • The various patterns of aggressive/assertive behavior; and
  • How to use word-choice techniques to help defuse tension or hostility.


Associate Membership

Associate membership in the Wisconsin Electric Cooperative Association provides a continuing opportunity for providers of goods, services, materials, and equipment to build and maintain networking contacts with Wisconsin's electric co-ops and others with interests and needs related to all aspects of the electric power industry.

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