Dealing with Difficult Customers Effectively
Price Details
Overview:
Areas Covered in the Session:
Who Will Benefit:
People and communications skills are very important in dealing with customers, but have little connection to doing good lab work. This webinar points out some approaches and skills to connect the two areas.
Why should you Attend:
- Learn how to get away from the mentality that one protocol fits everyone’s needs
- Learn how to listen better to understand the customer’s feelings and perspective
- Learn how to use what is learned by listening to create a different approach
- Learn how to use your voice and body language to ease tensions and create better harmony
- Learn phrases to calm your customer and create a partnership
- Learn how to inform your customers, how to get useful feedback, and how to maintain a good relationship
Areas Covered in the Session:
- Better communication - listening, speaking and responding, feedback, and continuous efforts
- Aims and motivations of the customer?
- A personalized approach
- How to get feedback and how to keep going
Who Will Benefit:
- Analysts
- Lab Supervisors and Managers
- QA managers and personnel
- Consultants
- Validation Specialists
- Chemists
Speaker Profile
John C. Fetzer has had over 30 year experience in HPLC methods development. He has authored or co-authored over 50 peer-reviewed papers onl iquid chromatography, has served on the editorial advisory boards of the Journal of Chromatography, Analytical Chemistry, and Analytical and Bioanalytical Chemistry.