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Stellar Customer Service: Part 2 - Diffusing Difficult Situations

Member price:

$59.00

Your price:

$ 99.00

7/15/2020
11 am PT / 12 pm MT / 1 pm CT / 2 pm ET
*approximate length: 45 minutes to 1 hour

Presenter: Shannon Alter, CPM®

Do you want your team to deliver exceptional customer service? It’s time to kick it up a notch with our three-part series on how you can exceed your customers’ expectations, every day, along with tactics you can use to diffuse difficult situations. This series is perfect for new team members, for staff taking on additional responsibilities and is a great refresher for leaders at all levels. Participants will discover how to get and keep their customers connected, diffuse difficult situations, and what to do when generations collide.

Part 2 – Diffusing Difficult Situations

Have you ever experienced a difficult or challenging situation with a customer? Of course, nearly everyone has. Conflict affects us every day, with our clients and customers, our vendors and our co-workers. We’ll focus on strategies you can use to diffuse difficult situations, every day.

After this session, attendees will be able to:

  • Recognize where difficult situations arise
  • Understand 4 common mistakes
  • Learn 6 tactics for managing conflict
  • Discover strategies to use today

Shannon Alter Shannon Alter has over 25 years of experience in commercial real estate management and is now taking the leadership strategies she developed and used to other businesses on a global scale, helping leaders improve in three critical areas: employee engagement, employee retention and client retention. From increasing client and customer satisfaction to developing successful marketing solutions to creating and retaining exceptional teams, Shannon’s programs have been used throughout the United States and internationally by organizations of all sizes.

She has created and developed property and asset management departments for a developer, an anchor retail tenant and a 1031 syndicator, both regionally and nationally, overseeing a 35 million square foot portfolio. Her experience includes the leadership role of Regional Vice President for a nationwide community management company with over 180 branch offices.

Shannon is a CPM® (Certified Property Manager®) and National Instructor for both the Institute of Real Estate Management (IREM®) and the American Management Association (AMA). She has trained professionals both nationally and internationally, including courses in Russia, India, Ukraine, the Republic of Georgia, Canada, China, South Korea and South Africa. She has held the volunteer position of Regional Vice President for IREM. working with 2,500 members in California and Hawaii. Shannon is a Past President of IREM Orange County.

She is the author of two books, “Say it With Success: Foolproof Ways to Enhance your Presentation Skills” and “Strategies for Working With Small Tenants”, leadership white papers and numerous industry articles, including a long-time column for the Journal of Property Management. She is a graduate of the University of Southern California.

For more information or to register for part 1 or 3, click on the links below:

Stellar Customer Service: Part 1 – Get and Keep Your Customers Connected
Stellar Customer Service: Part 3 – How to Retain, Restore, and Reboot

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