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How to Deal with Difficult, Angry, and Upset Customer's and Still Remain Calm

Module One: Getting Started
Module One: Course Overview
Preview
Module Two: The Right Attitude Starts with You
Module 2: Video Lesson
Module 2: Worksheets
Module 2: Case Study
Module Three: Stress Management (Internal Stressors)
Module 3: Video Lesson
Module 3: Worksheets
Module 3: Case Study
Module Four: Stress Management (External Stressors)
Module 4: Video Lesson
Module 4: Worksheets
Module 4: Case Study
Module Five: Transactional Analysis
Module 5: Video Lesson
Module 5: Worksheets
Module 5: Case Study
Module Six: Why Are Some Customer's Difficult
Module 6: Video Lesson
Module 6: Worksheets
Module 6: Case Study
Module Seven: Dealing with the Customer Over the Phone
Module 7: Video Lesson
Module 7: Worksheets
Module 7: Case Study
Module Eight: Dealing with the Customer in Person
Module 8: Video Lesson
Module 8: Worksheets
Module 8: Case Study
Module Nine: Sensitivity of Dealing with a Difficult Customer
Module 9: Video Lesson
Module 9: Worksheets
Module 9: Case Study
Module Ten: Scenarios of Dealing with a Difficult Customer
Module 10: Video Lesson
Module 10: Worksheets
Module 10: Case Study
Module Eleven: Following Up with a Customer Once You Have Addressed Their Issue
Module 11: Video Lesson
Module 11: Worksheets
Module 11: Case Study
Module Twelve: Wrapping Up
Module 12: Closing Comments
Module 12: Action Plan
Module 12: Recommended Reading List

Module 4: Worksheets

How to Deal with Difficult, Angry, and Upset Customer's and Still Remain Calm Module Four: Stress Management (External Stressors)
By: Dr. Kevin S. Hairston
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