MAA Annual Meeting

TOPIC: CUSTOMER SERVICE

Handling the Haters

Audience: Anyone who deals with customers, co-workers, employees and bosses that may be difficult at times

Time: Minimum 1.5 hours up to 4 hours

We all deal with difficult people on a daily basis. Whether, you are dealing with residents, co-workers, employees or bosses, this program uses examples from pop culture to provide members with the tools necessary to respond professionally and effectively to difficult people. Attendees will leave with:

• The 7 steps to handling any hater

• A better understanding of the three types of haters and what sets them off

• Methods for handling the three types of haters that appear as residents, co-workers, employees and bosses