Module #5 Dealing with Difficult Customers

Time 19:08 Minutes in Length
Host Ron Schneider

Agenda

• Review Assignment from Module #4
• The Root Causes for Conflicts with Customers
• The Model for Conflict Resolution
• 5-Step Process for Resolving Conflict
• Video “Dealing with Difficult Customers”
• Stepping Over the Line
• Video “Dealing with Customer Abusive Language”
• Discouraging Customer Abusive Language
• Coaching Tool for Handling Difficult Customers
• Quiz
• Assignment