"Larry is an open communication coach who displays a detailed knowledge of the pressures experienced by communications in Customer Service departments."
- Edward Simons, Chief IT Consultant at SimCorp USA
I’ve trained hundreds entrepreneurs, executives, leaders, lawyers and sales pro’s from companies around the world, from new startups to Fortune 500 companies. I’ve spoken venues across the US, Europe, Asia and taught at top universities.
I’ve worked with professionals in finance, law, technology, media, retail, real estate, luxury, government, healthcare and others, including:
Any business has to deal with unhappy customers, absolutely. But the first thing we usually do is try to solve their problem. That's a bad idea. Remember, angry customers are angry. It's about their emotion. We've got to deal with their emotion first. This course teaches you how to deal with emotion. Whether you're delivering bad news, saying something's wrong, making a mistake, whatever it is, emotion first. This course shows you that.
Customer service is not about solving problems. It's about making customers feel respected. This course shows you...