Dealing with difficult people is an unfortunate byproduct of the financial services industry. From the teller line to the call center, on up to collections--working with borrowers who are confused, angry and looking for somebody to blame--is a daily occurrence. Frontline staff need to develop a thick skin and a solutions-oriented tool kit to work through these challenging interactions. We need to remember that the members are not always expressing frustration with the institution. Their ire is most often tied to external events or other triggers. But at the end of the day, we must find a way to meet their needs with as little emotional trauma as possible.
Fortunately, in this Dealing with Difficult Members: 5 Foolproof Techniques webinar, you’ll learn that there are methods you can utilize to focus on a positive outcome and work through most situations. Anger is a natural emotion and one which is almost universally experienced. Rather than return anger for anger or lose a good customer, why not try to build a better interaction?
- Discover how to develop listening strategies
- Review common anger triggers
- Learn de-escalation techniques
$295 Members | $395 Nonmembers
(Additional $50 for USB)
One registration gives your entire team access to the live webinar and on-demand recording until December 1, 2023.
Go to the Online Training Center to access the webinar after purchase »
Who Should Attend
- Branch managers
- Operations staff titles
- HR staff
This webinar doesn't qualify for any continuing education credits recognized by NAFCU or NASBA.
About Our Webinars
Our webinars are streamed live from NAFCU headquarters near Washington, DC. Your audio/video feed of the presenters includes presentation slides and downloadable handouts. You can easily submit your questions to the presenters at any time during the live broadcast, with no dialing over the phone! The audio and video stream directly through your computer.