Handling a Difficult Customer

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Corporate Training Materials

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TABLE OF CONTENTS
Preface .................................................................................................................................................... 3
What is Courseware?........................................................................................................................... 3

How Do I Customize My Course?.......................................................................................................... 3

Materials Required .............................................................................................................................. 5

Maximizing Your Training Power ......................................................................................................... 5

Icebreakers.............................................................................................................................................. 7
Icebreaker: Cleaning Up ...................................................................................................................... 8

Instructor Guide Sample .......................................................................................................................... 9

Module Two: The Right Attitude Starts with You ................................................................................... 10

Be Grateful ........................................................................................................................................ 10

Make Gratitude a Habit..................................................................................................................... 11

Keep Your Body Healthy .................................................................................................................... 12

Invoke Inner Peace ............................................................................................................................ 13

Practical Illustration .......................................................................................................................... 14

Module Two: Review Questions ......................................................................................................... 16

Appendix ............................................................................................................................................... 19
Sample Worksheet 1.......................................................................................................................... 20

Sample Worksheet 2.......................................................................................................................... 21

Quick Reference Sheets ......................................................................................................................... 22

Certificate of Completion ...................................................................................................................... 25

PowerPoint Sample ............................................................................................................................... 27

Full Table of Contents ............................................................................................................................ 32

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Preface

What is Courseware?
Welcome to Corporate Training Materials, a completely new training
experience!

Our courseware packages offer you top-quality training materials that

are customizable, user-friendly, educational, and fun. We provide your
materials, materials for the student, PowerPoint slides, and a take-
home reference sheet for the student. You simply need to prepare and
train!

Best of all, our courseware packages are created in Microsoft Office and can be opened using any
version of Word and PowerPoint. (Most other word processing and presentation programs support
these formats, too.) This means that you can customize the content, add your logo, change the color
scheme, and easily print and e-mail training materials.

How Do I Customize My Course?

Customizing your course is easy. To edit text, just click and type as you would with any document. This is
particularly convenient if you want to add customized statistics for your region, special examples for
your participants’ industry, or additional information. You can, of course, also use all of your word
processor’s other features, including text formatting and editing tools (such as cutting and pasting).

To remove modules, simply select the text and press Delete on your keyboard. Then, navigate to the
Table of Contents, right-click, and click Update Field. You may see a dialog box; if so, click “Update entire
table” and press OK.

(You will also want to perform this step if you add modules or move them around.)

If you want to change the way text looks, you can format any piece of text any way you want. However,
to make it easy, we have used styles so that you can update all the text at once.

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If you are using Word 97 to 2003, start by clicking the Format menu followed by Styles and Formatting.
In Word 2007 and 2010 under the Home tab, right-click on your chosen style and click Modify. That will
then produce the Modify Style options window where you can set your preferred style options.

For example, if we wanted to change our Heading 1 style, used for Module Titles, this is what we would
do:

Now, we can change our formatting and it will apply to all the headings in the document.

For more information on making Word work for you, please refer to Word 2007 or 2010 Essentials by
Corporate Training Materials.

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Materials Required
All of our courses use flip chart paper and markers extensively. (If you prefer, you can use a whiteboard
or chalkboard instead.)

We recommend that each participant have a copy of the Training Manual, and that you review each
module before training to ensure you have any special materials required. Worksheets are included
within the Appendix of the Instructor Guide and the participant’s Training Manual, and can be
reproduced and used where indicated. If you would like to save paper, these worksheets are easily
transferrable to a flip chart paper format, instead of having individual worksheets.

We recommend these additional materials for all workshops:

• Laptop with projector, for PowerPoint slides

• Quick Reference Sheets for students to take home

• Timer or watch (separate from your laptop)

• Masking tape

• Blank paper

Maximizing Your Training Power

We have just one more thing for you before you get started. Our company is built for trainers, by
trainers, so we thought we would share some of our tips with you, to help you create an engaging,
unforgettable experience for your participants.

• Make it customized. By tailoring each course to your participants, you will find that your results
will increase a thousand-fold.

o Use examples, case studies, and stories that are relevant to the group.

o Identify whether your participants are strangers or whether they work together. Tailor
your approach appropriately.

o Different people learn in different ways, so use different types of activities to balance it
all out. (For example, some people learn by reading, while others learn by talking about
it, while still others need a hands-on approach. For more information, we suggest
Experiential Learning by David Kolb.)

• Make it fun and interactive. Most people do not enjoy sitting and listening to someone else talk
for hours at a time. Make use of the tips in this book and your own experience to keep your

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 participants engaged. Mix up the activities to include individual work, small group work, large
group discussions, and mini-lectures.

• Make it relevant. Participants are much more receptive to learning if they understand why they
are learning it and how they can apply it in their daily lives. Most importantly, they want to
know how it will benefit them and make their lives easier. Take every opportunity to tie what
you are teaching back to real life.

• Keep an open mind. Many trainers find that they learn something each time they teach a
workshop. If you go into a training session with that attitude, you will find that there can be an
amazing two-way flow of information between the trainer and trainees. Enjoy it, learn from it,
and make the most of it in your workshops.

And now, time for the training!

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Icebreakers

Each course is provided with a wide range of interactive Icebreakers. The trainer can utilize an
Icebreaker to help facilitate the beginning of the course, as it helps “break the ice” with the
participants. If the participants are new to each other, an icebreaker is a great way to introduce
everyone to each other. If the participants all know each other it can still help loosen up the
room and begin the training session on a positive note. Below you will see one of the
icebreakers that can be utilized from the Icebreakers folder.

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Icebreaker: Cleaning Up
PURPOSE
In order to make the most of this workshop, students should come in with a fresh mind. This activity will
help participants clear their heads and it will give them a stress management tool that they can use in
the future.

MATERIALS REQUIRED

1. Plenty of scrap paper, stacked in the middle of each table

2. Pens or pencils

3. Small basket, also placed in the middle of the table

4. Small prizes, if desired

ACTIVITY

Explain to participants that this activity is completely confidential: no one will see the results of the
activity.

Ask participants to take a stack of scrap paper. On each sheet, they are to write one thing that is on their
mind (positive or negative). Once they have written down the item, they can scrunch up the piece of
paper and toss it in the basket. If you like, you can give participants a small prize for each item that they
get rid of.

Explain that since stress is individual, some people will have many items and some will only have a few.
That’s OK! However, encourage participants to write down at least one item.

DEBRIEF

After about five minutes, discuss the activity.

5. How did the activity feel at the beginning? (Some people find the activity embarrassing or silly at
the beginning.)

6. How did you feel by the end? (Some participants, particularly tactile learners, find this activity
immensely stress-relieving.)

7. How could you use this technique to manage stress in your life? (Encourage participants to try
this activity the next time are having a hard time concentrating, or if they feel overwhelmed.)

8. Are we ready to start learning?

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Instructor Guide Sample

On the following pages is a sample module from our Instructor Guide. It provides the instructor
with a copy of the material and a Lesson Plans box.

The key benefit for the trainer is the Lesson Plan box. It provides a standardized set of tools to
assist the instructor train that particular lesson. The Lesson Plan box gives an estimated time to
complete the lesson, any materials that are needed for the lesson, recommended activities, and
additional points to assist in delivering the lessons such as Stories to Share and Delivery Tips.

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 Keep your face always towards the sunshine –
and shadows will fall behind you.

Walt Whitman

Module Two: The Right Attitude Starts with You

Keeping a positive mental attitude in the face of difficulty isn’t easy.

In fact, according to psychologists, our brains seem to be hardwired
to focus on the negative, as studies have shown. However, here is
some postivity to focus on: many studies have also demonstrated
that cultivating an “attitude of gratitude” and engaging in regular
exercise and meditation have dramatic effects on our sense of well
being.

Source: Baumeister, Roy F.; Bratslavsky, Ellen; Finkenauer, Catrin; &

Vohs, Kathleen D. (2001) “Bad is StrongerThan Good” Review of
General Psychology Vol 5(4).

Be Grateful
It’s natural and easy to focus on the negative things that happen in our lives. When a
reckless driver cuts you off on the highway, your pulse races and your adrenaline
begins to flow. Maybe you start to shake, and it’s likely that this feeling stays with you
for a while. However, the good things in life often escape our notice, whether it’s the
person who greets you with a smile or holds the door open for you. Taking note of the good things in
your life involves a conscious decision, but it has a huge payoff. Oprah Winfrey once noted that the
single most important thing she’s ever done was to write five things that she’s grateful for in a journal at
the beginning of each day. And the science backs her up. Psychologists from the universities of California
and Miami performed an experiment in 2003 that found that keeping a daily journal of what you’re
grateful for can increase your own sense of wellbeing throughout your life.

Source: Emmons, Robert A. & McCullough, Michael E. (2003) “Counting blessings versus burdens: An
experimental investigation of gratitude and subjective well-being in daily life.” Journal of Personality and
Social Psychology Vol 84(2)

Estimated Time 8 minutes

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Topic Objective Introduce gratitude.

How does being grateful improve your attitude?

Topic Summary
Discuss gratitude and positivity.

Materials Required Worksheet 1: Gratitude

Planning Checklist None

As a group list different things for which you are grateful. These can be
simple, such as a good cup of coffee, or hug, the birth of a child or
Recommended Activity
grandchild. As a group, discuss different ways to accentuate the positive in
your lives. Take note of how everyone feels after doing so.

Stories to Share Share any personal or relevant stories.

Delivery Tips Encourage everyone to participate.

Review Questions What steps can you take to cultivate a positive attitude?

Make Gratitude a Habit

Sustaining a positive outlook requires consistent practice. If taking a moment to note
what’s going right can give you a good feeling, imagine the cumulative effect of doing
so daily. In order to do so, you have to cultivate a habit.

Forming a habit:

• Use a reminder. For example, at the beginning of your workday before (or after) you clock in.
Let this act as a cue to list five things you’re grateful for in a gratitude journal.
• Have a routine. Try to write in your gratitude journal at the same time every day.
• Reward yourself. Although developing a cumulative sense of gratitude is its own reward, the act
of setting up a specific reward helps to divide a large task into many small tasks. For example,
for after a week of successively keeping your journal, pick a small reward for yourself.
• Doing something consistently becomes automatic over time, but that time can vary between 18
and 254 days to do so. The average amount of time to make a habit automatic is around two
months.
• If you miss a day, don’t beat yourself up. Take note however why you missed it as well as any
strategies to counteract whatever caused you to miss it. Be aware that a change in routine can
disrupt habitual behavior and may require the development of a new reminder and routine.

Sources: http://www.spring.org.uk/2009/09/how-long-to-form-a-habit.php

© Corporate Training Material www.corporatetrainingmaterials.com

 http://jamesclear.com/three-steps-habit-change

Estimated Time 6 minutes

Topic Objective The Gratitude Journal.

Each participant creates and maintains a gratitude journal

Topic Summary
Participants list five things they are grateful for each day.

Materials Required Blank notebooks or folders with blank pages

Planning Checklist None

At the beginning of each day of training, either after the icebreaker or

Recommended Activity instead of it, each participant privately notes five things they are grateful
for. Invite volunteers to share with the rest of the class.

Stories to Share Share any personal relevant stories.

Delivery Tips Encourage everyone to participate.

Review Questions What are the three R’s of consciously forming habits?

Keep Your Body Healthy

Regular exercise is crucial for producing a positive attitude. It stimulates the
production of pleasure chemicals in our brain called endorphins, and has been shown
to combat depression effectively.

Source: http://science.howstuffworks.com/life/exercise-happiness2.htm

Important aspects of good exercise:

• Never exercise beyond your physical capabilities.

• The ideal exercise plan includes flexibility, strength, balance, and endurance training.
• Drink plenty of water.
• Vary your routine from time to time by replacing old exercises with new ones.
• Avoid exercise within the three hours before you go to sleep

Source: Editors of Reader’s Digest (1993) Family Guide to Natural Medicine

Estimated Time 10 minutes

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Topic Objective Introduce A Balanced Exercise Routine.

A Balanced Exercise Routine

Topic Summary Consider the types of exercises that would make up a well-balanced
exercise routine.

Materials Required Flipchart/board and marker

Planning Checklist None

Discuss what exercises train for flexibility, balance, endurance, and

Recommended Activity strength. Develop a tentative exercise regimen that works for your exercise
level.

Stories to Share Share any personal, relevant stories.

Delivery Tips Encourage everyone to participate.

Review Questions What is a good exercise for developing one’s balance?

Invoke Inner Peace

Cultivating positive thinking is also a process of invoking inner peace. Here are some
ways to do so:

• Identify negative and automatic thoughts and counter them with alternatives. Typically, these
thoughts frame situations in terms of black and white and either/or terms. They also tend to
make logical leaps. For example, your boss may have a look of disapproval. An automatic
thought might be to assume she is angry because you were late to work. But you were only late
to work by a couple of minutes, and you’re always on time if not early, so it’s ridiculous that
your boss should be so angry. And the train of assumptions can go on indefinitely. When you
encounter such thoughts, reframe your assessment from terms that this is the case to this may
be the case along with other possibilities. Consider other possibilities, including those that have
nothing to do with you. Practice reality testing by asking your boss if she is upset with you and
what can you do to improve the situation.

• Practice meditation regularly. This helps you to focus on the moment as well as to feel more
relaxed, and even doing as little as 10 minutes a day can have powerful effects throughout your
day.

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 • Keep a journal of your thoughts and feelings. This can be particularly helpful during times of
stress. It can help you to both articulate and organize your thoughts. One study found that
writing about an intensely positive experience for three consecutive days still contributed to
positive moods three months later.
Source: Burton, Chad M. & King, Laura A. (2004) “The health benefits of writing about intensely
positive experiences” Journal of Research in Personality Vol 38 (2).

• Schedule time for play. Make sure to take time to relax and enjoy life on a regular basis. This will
not only help develop a positive outlook, but also increase your creativity

Estimated Time 8 minutes

Topic Objective Identify and counter negative thoughts

Alternatives to negative thinking

Topic Summary Discuss alternative possibilities for reframing and reaction to negative
thoughts.

Materials Required Worksheet 2: Meditation

Pass out Worksheet 1: Meditation. Be sure to make enough copies for the
Planning Checklist
entire class.

As a group, discuss a negative or disturbing situation and brainstorm

Recommended Activity alternative ways to assess the situation and alternative actions to improve
the situation.

Stories to Share Share any personal, relevant stories.

Delivery Tips Encourage everyone to participate.

Review Questions What is automatic thinking?

Practical Illustration
Monica was had just graduated from college with a mountain of student loan debt and no
job, despite the fact that she had been looking for months. She grew depressed. Her life
consisted of wasting away on the couch and watching reruns of Oprah Winfrey. When she
saw the episode about gratitude, Monica decided to give it a try. She now had a degree.
She had a working car. Best of all, Monica had family and friends who encouraged her,

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including a professor who was willing to recommend her for an office job. The more she focused on
what she did have, the better she felt. Monica started to feel enthusiastic about the potential the future
held.

Estimated Time 5 minutes

Topic Objective Outline the Right Attitude Practical Illustration.

Practical Illustration
Topic Summary
Discuss the importance of cultivating positivity.

Materials Required None

Planning Checklist None

Recommended Activity Discuss the outcome of the Practical Illustration.

Stories to Share Share any personal, relevant stories.

Delivery Tips Encourage everyone to participate.

Review Questions What was Monica grateful for?

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Module Two: Review Questions
1.) Which of the following advocates keeping a gratitude journal?

a) Barack Obama
b) James Franco
c) Miley Cyrus
d) Oprah Winfrey

Oprah Winfrey once noted that the single most important thing she’s ever done was to write
five things that she’s grateful for in a journal at the beginning of each day.

2.) According to scientists, keeping a gratitude journal every day increases what?

a) Your sense of judgment

b) Your sense of wellbeing
c) Your understanding of what is not working in your life
d) Your religious beliefs

Psychologists from the universities of California and Miami performed an experiment in 2003
that found that keeping a daily journal of what you’re grateful for can increase your own sense
of wellbeing throughout your life.

3.) Which of the following is helpful in developing a habit?

a) Using a reminder
b) Having a routine
c) Rewarding yourself
d) All of the above

The three R’s of forming a habit are reminder, routine, and reward.

4.) What is the average amount of time to make a habit automatic?

a) Two days
b) Two weeks
c) Two months
d) None of the above

It takes anywhere from 18 to 254 days of consistently doing something to make that a habit, but
the average is around two months.

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 5.) Which of the following is Not an aspect of a good exercise routine?

a) Strength training
b) Speed training
c) Balance training
d) Flexibility training

A well-balanced exercise routine works on strength, balance, endurance, and flexibility.

6.) Which of the following is Not a good time to exercise?

a) When you wake up

b) After lunch
c) In the early afternoon
d) Right before bed

Exercising right before bed can make it difficult to fall asleep.

7.) Meditating as little as ___ minutes a day can help invoke inner peace.

a) 2
b) 10
c) 30
d) 60

Practice meditation regularly. This helps you to focus on the moment as well as to feel more
relaxed, and even doing as little as 10 minutes a day can have powerful effects throughout your
day.

8.) Writing about an intensely positive experience for ___ consecutive days still contributed to
positive moods three months later.

a) Ten
b) Six
c) Three
d) Fifteen

Keeping a journal of one’s thoughts and feelings can particularly be helpful during times of
stress.

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 9.) Our brains are hardwired to think positive thoughts.

a) True
b) False

In fact, according to psychologists, our brains seem to be hardwired to focus on the negative, as
studies have shown.

10.) Sustaining a positive outlook requires _________.

a) Support from others

b) Consistent practice
c) And B
d) None of the above

Sustaining a positive outlook requires consistent practice

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Appendix

During the facilitation of a lesson, Worksheets may be utilized to help present the material. If a
lesson calls for a Worksheet it will be listed in the Lesson Plan box under Materials Required.
The trainer can then utilize the Appendix of either the Instructor Guide or the participant’s
Training Manual for the corresponding material and then provide it to the participants.

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Sample Worksheet 1

Gratitude
In the space, note five things for which you are grateful.

_____________________________________________________________________________________

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_____________________________________________________________________________________

_____________________________________________________________________________________

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_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

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_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

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Sample Worksheet 2

Meditation
There are numerous techniques for meditation and different approaches have slightly different effects.
Here are some different techniques for meditation.

Technique 1: Turning down the volume

Sometimes finding inner peace is simply a matter of turning down the volume of your thoughts. This
counting meditation can help.

• Sit in a comfortable space where you won’t be disturbed.

• Wear loose clothing and turn off your phone.
• Close your eyes and focus on your breath as you inhale through your nose and exhale out your
mouth. Consider whether deep or shallow breaths feel more comfortable.
• Count your inhale and exhale up to ten: inhale (1) exhale (2) inhale (3) exhale (4) etc. If you get
distracted by thoughts, gently let them go and return to counting your breath.

Technique 2: Creating positivity

An exceptional technique for cultivating positive thoughts is called loving kindness meditation (LKM).
• You can approach this similarly to the counting meditation above, but instead of counting, think
the word “one” after each inhalation and exhalation, or any other short word that has a neutral
connotation.
• Once you’ve focused on your breath for a while, think of a person whom you feel warmly
towards. Focus on those feelings as you breathe in and out.
• Imagine the feelings expand to include another person in this circle of warmth and focus on
these feelings.
• Add more people you feel warmly towards and grow the circle.

Technique 3: Progressive Relaxation

This technique can help you to slip into a deeper state of relaxation. Unlike the first two, this one is best
performed while lying on your back in a comfortable space.
• While breathing slowly, focus your attention on the muscles in your toes and feet. Consciously
tense them up and hold this while you breathe in and out.
• After holding the tension for a breath, inhale and release the tension in your toes and feet
• Move progressively up your body, tensing and untensing muscle groups while maintaining a
steady breath. Use your exhalations to help untense your muscles.
• Once you have progressed to the top of your head, refocus on any areas where you are still
tense and inhale and exhale out the tension.

Technique 4: A Quick Relaxation Response

This is a helpful technique when you find yourself in a stressful situation. Inhale and tense up all of your
muscles. Exhale while holding the muscles tense. Inhale again slowly. When you exhale again, untense
your muscles. Repeat as needed until you feel relaxed.

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Quick Reference Sheets

Below is an example of our Quick Reference Sheets. They are used to provide the participants
with a quick way to reference the material after the course has been completed. They can be
customized by the trainer to provide the material deemed the most important. They are a way
the participants can look back and reference the material at a later date.

They are also very useful as a take-away from the workshop when branded. When a participant
leaves with a Quick Reference Sheet it provides a great way to promote future business.

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© Corporate Training Material www.corporatetrainingmaterials.com
© Corporate Training Material www.corporatetrainingmaterials.com
Certificate of Completion

Every course comes with a Certificate of Completion where the participants can be recognized
for completing the course. It provides a record of their attendance and to be recognized for
their participation in the workshop.

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CERTIFICATE OF COMPLETION

www.corporatetrainingmaterials.com
[Name]
Has mastered the course
Handling a Difficult Customer
Awarded this _______ day of ______e____, 20___

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Presenter Name and Title
PowerPoint Sample

Below you will find the PowerPoint sample. The slides are based on, and created from, the
Instructor Guide. PowerPoint slides are a great tool to use during the facilitation of the
material; they help to focus on the important points of information presented during the
training.

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© Corporate Training Material www.corporatetrainingmaterials.com
© Corporate Training Material www.corporatetrainingmaterials.com
© Corporate Training Material www.corporatetrainingmaterials.com
© Corporate Training Material www.corporatetrainingmaterials.com
Full Table of Contents

Preface .................................................................................................................................................. 10
What is Courseware?......................................................................................................................... 10

How Do I Customize My Course?........................................................................................................ 10

Materials Required ............................................................................................................................ 12

Maximizing Your Training Power ....................................................................................................... 12

Module One: Getting Started ................................................................................................................ 14

Housekeeping Items .......................................................................................................................... 14

The Parking Lot ................................................................................................................................. 15

Workshop Objectives ......................................................................................................................... 15

Action Plans and Evaluation Forms .................................................................................................... 16

Action Plan ........................................................................................................................................ 17

Evaluation Form ................................................................................................................................ 18

Pre-Assignment ................................................................................................................................. 19

Pre-Test............................................................................................................................................. 20

Pre-Test Answers ............................................................................................................................... 24

Module Two: The Right Attitude Starts with You ................................................................................... 29

Be Grateful ........................................................................................................................................ 29

Make Gratitude a Habit..................................................................................................................... 30

Keep Your Body Healthy .................................................................................................................... 31

Invoke Inner Peace ............................................................................................................................ 32

Practical Illustration .......................................................................................................................... 33

Module Two: Review Questions ......................................................................................................... 35

Module Three: Stress Management (Internal Stressors) ........................................................................ 38

Irritability .......................................................................................................................................... 38

Unhappiness With Your Job ............................................................................................................... 39

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 Feeling Underappreciated ................................................................................................................. 40

Not Well Rested................................................................................................................................. 41

Practical Illustration .......................................................................................................................... 43

Module Three: Review Questions ....................................................................................................... 44

Module Four: Stress Management (External Stressors) .......................................................................... 47

Manage Your Work Space ................................................................................................................. 47

Loud Work Environment .................................................................................................................... 48

Co-Worker Relations.......................................................................................................................... 49

Demanding Supervisor....................................................................................................................... 50

Practical Illustration .......................................................................................................................... 51

Module Four: Review Questions......................................................................................................... 52

Module Five: Transactional Analysis ...................................................................................................... 55

What is Transactional Analysis .......................................................................................................... 55

Parent ............................................................................................................................................... 56

Child .................................................................................................................................................. 57

Adult ................................................................................................................................................. 57

Practical Illustration .......................................................................................................................... 59

Module Five: Review Questions ......................................................................................................... 60

Module Six: Why are Some Customers Difficult ..................................................................................... 63

They Have Truly Had a Bad Experience and Want to Vent .................................................................. 63

Want Someone to be Held Accountable ............................................................................................. 64

They Have Truly Had a Bad Experience and Want Resolution ............................................................. 65

They are Generally Unhappy.............................................................................................................. 66

Practical Illustration .......................................................................................................................... 67

Module Six: Review Questions ........................................................................................................... 68

Module Seven: Dealing with the Customer Over the Phone ................................................................... 71
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 Listen to the Customer’s Complaint ................................................................................................... 71

Build Rapport .................................................................................................................................... 73

Do Not Respond with Negative Words or Emotion ............................................................................. 74

Offer a Verbal Solution to Your Customer .......................................................................................... 75

Practical Illustration .......................................................................................................................... 76

Module Seven: Review Questions ...................................................................................................... 77

Module Eight: Dealing with the Customer In Person .............................................................................. 80

Listen to the Customer’s Concerns ..................................................................................................... 80

Build Rapport .................................................................................................................................... 81

Respond with Positive Words and Body Language ............................................................................. 82

Aside from Words .............................................................................................................................. 83

Practical Illustration .......................................................................................................................... 84

Module Eight: Review Questions........................................................................................................ 86

Module Nine: Sensitivity in Dealing with Customers .............................................................................. 89

Customers who are Angry.................................................................................................................. 89

Customers who are Rude ................................................................................................................... 90

Customers with Different Cultural Values .......................................................................................... 91

Customers who Cannot be Satisfied ................................................................................................... 92

Practical Illustration .......................................................................................................................... 93

Module Nine: Review Questions ........................................................................................................ 95

Module Ten: Scenarios of Dealing with a Difficult Customer .................................................................. 98

Angry Customer................................................................................................................................. 98

Rude Customer .................................................................................................................................. 99

A Customer from Another Culture .................................................................................................... 100

An Impossible to Please Customer ................................................................................................... 101

Practical Illustration ........................................................................................................................ 102

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 Module Ten: Review Questions ........................................................................................................ 103

Module Eleven: Following up With a Customer Once You Have Addressed Their Issue ........................ 107
Call the Customer ............................................................................................................................ 107

Send the Customer an Email ............................................................................................................ 108

Mail the Customer a Small Token .................................................................................................... 109

Snail-Mail a Handwritten or Typed Letter ........................................................................................ 109

Practical Illustration ........................................................................................................................ 110

Module Eleven: Review Questions ................................................................................................... 112

Module Twelve: Wrapping Up ............................................................................................................. 115

Words from the Wise....................................................................................................................... 115

Review of Parking Lot ...................................................................................................................... 115

Lessons Learned .............................................................................................................................. 116

Completion of Action Plans and Evaluations .................................................................................... 116

Appendix ............................................................................................................................................. 117

Worksheet 1 .................................................................................................................................... 117

Worksheet 2 .................................................................................................................................... 118

Worksheet 3 .................................................................................................................................... 119

Worksheet 4 ................................................................................................................................... 121

Worksheet 5 .................................................................................................................................... 122

Worksheet 6 .................................................................................................................................... 124

Worksheet 7 .................................................................................................................................... 126

Post-Assessment ............................................................................................................................. 127

Post-Assessment Answers................................................................................................................ 131

Recommended Reading List ............................................................................................................. 136

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