We’ve all heard the expression, “The Customer is Always Right”. The problem is that customers aren’t always right and sometimes they’re just flat out wrong. Your company's success is based on the relationships you have with your customers. Your ability to successfully deal with difficult customers can make or break your career.

What to Do When the Customer Isn’t Right

Building Great Customer Relationships

Customers aren't always right. Customers are always important. Good customer relationships are key to a successful business.

In this breakout session, you will learn how to:

  • Avoid Death by Watercooler
  • The four rules for cooperative conversations
  • Deal with an angry customer
  • Deal with your own anger
  • Follow a six-step framework for customer calls

For more than 40 years, Don Crawley has worked with technology, from broadcasting to automation systems to data networks. A former IT trainer and consultant, he is an award-winning IT customer service speaker and the author of eight books for IT professionals including The Compassionate Geek. He’s especially good at helping IT teams work together so they can get things done.

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