Module 1	Getting Started
Unit 1	Handling a Difficult Customer (0:41)
Unit 2	Getting Started (1:11)
Module 2	The Right Attitude Starts with You
Unit 1	The Right Attitude Starts with You (4:54)
Unit 2	The Right Attitude Starts with You case study (0:38)
Module 3	Stress Management _Internal Stressors
Unit 1	Stress Management (Internal Stressors) (7:11)
Unit 2	Stress Management (Internal Stressors) case study (0:36)
Module 4	Stress Management _External Stressors
Unit 1	Stress Management (External Stressors) (4:37)
Unit 2	Stress Management (External Stressors)case study (0:40)
Module 5	Transactional Analysis
Unit 1	Transactional Analysis (4:47)
Unit 2	Transactional Analysis case study (0:35)
Module 6	Why are Some Customers Difficult
Unit 1	Why are Some Customers Difficult (4:20)
Unit 2	Why are Some Customers Difficult case study (0:40)
Module 7	Dealing with the Customer Over the Phone
Unit 1	Dealing with the Customer Over the Phone (6:40)
Unit 2	Dealing with the Customer Over the Phone case study (0:34)
Module 8	Dealing with the Customer in Person
Unit 1	Dealing with the Customer in Person (4:47)
Unit 2	Dealing with the Customer in Person case study (0:39)
Module 9	Sensitivity in Dealing with Customers
Unit 1	Sensitivity in Dealing with Customers (5:53)
Unit 2	Sensitivity in Dealing with Customers case study (0:39)
Module 10	Scenarios of Dealing with a Difficult Customer
Unit 1	Scenarios of Dealing with a Difficult Customer (3:16)
Unit 2	Scenarios of Dealing with a Difficult Customer case study (0:39)
Module 11	Following up with a customer once you have addressed their issue
Unit 1	Following up with a customer once you have addressed their issue (3:16)
Unit 2	Following up with a customer once you have addressed their issue case study (0:37)
Unit 3	Closing (0:20)

Powered By WP Courseware