Dealing with Difficult Customers Effectively

John C. Fetzer Instructor:
John C. Fetzer 
Tuesday, April 11, 2023
10:00 AM PDT | 01:00 PM EDT
60 Minutes
Webinar ID: 501138

More Trainings by this Expert

Price Details
Live Webinar
$149 One Attendee
$299 Corporate Live
Recorded Webinar
$199 One Attendee
$399 Corporate Recorded
Combo Offers
Live + Recorded
$299 $348 Live + Recorded
Corporate (Live + Recorded)
$599 $698 Corporate
(Live + Recorded)

Live: One Dial-in One Attendee

Corporate Live: Any number of participants

Recorded: Access recorded version, only for one participant unlimited viewing for 6 months ( Access information will be emailed 24 hours after the completion of live webinar)

Corporate Recorded: Access recorded version, Any number of participants unlimited viewing for 6 months ( Access information will be emailed 24 hours after the completion of live webinar)


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.

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