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Handling Difficult Customers
Getting Started
Handling a Difficult Customer (0:41)
Getting Started (1:11)
The Right Attitude Starts with You
The Right Attitude Starts with You (4:54)
The Right Attitude Starts with You case study (0:38)
Module Two: Review Questions
Stress Management _Internal Stressors
Stress Management (Internal Stressors) (7:11)
Stress Management (Internal Stressors) case study (0:36)
Module Three: Review Questions
Stress Management _External Stressors
Stress Management (External Stressors) (4:37)
Stress Management (External Stressors)case study (0:40)
Module Four: Review Questions
Transactional Analysis
Transactional Analysis (4:47)
Transactional Analysis case study (0:35)
Module Five: Review Questions
Why are Some Customers Difficult
Why are Some Customers Difficult (4:20)
Why are Some Customers Difficult case study (0:40)
Module Six: Review Questions
Dealing with the Customer Over the Phone
Dealing with the Customer Over the Phone (6:40)
Dealing with the Customer Over the Phone case study (0:34)
Module Seven: Review Questions
Dealing with the Customer in Person
Dealing with the Customer in Person (4:47)
Dealing with the Customer in Person case study (0:39)
Module Eight: Review Questions
Sensitivity in Dealing with Customers
Sensitivity in Dealing with Customers (5:53)
Sensitivity in Dealing with Customers case study (0:39)
Module Nine: Review Questions
Scenarios of Dealing with a Difficult Customer
Scenarios of Dealing with a Difficult Customer (3:16)
Scenarios of Dealing with a Difficult Customer case study (0:39)
Module Ten: Review Questions
Following up with a customer once you have addressed their issue
Following up with a customer once you have addressed their issue (3:16)
Following up with a customer once you have addressed their issue case study (0:37)
Module Eleven: Review Questions
Closing (0:20)
Following up with a customer once you have addressed their issue case study
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