The Right Attitude

What’s in it for me: Right Attitude starts with you! Learn about making gratitude a habit, invoking inner peace and positioning your attitude!

Case Study: 1              Review Questions:1

Managing Stress

What’s in it for me: Stress Management (Internal & External Stressors). Manage irritable feelings and learn to handle the feeling of being unappreciated, co-worker stress, demanding supervisors and other tips for managing stress to get through the day.

Case Study: 1              Review Questions:1

Transactional Analysis

What’s in it for me: Understand Transaction analysis as a parent, child and adult. We discuss these concepts to help build these traits in managing difficult customer relations!

Case Study: 1              Review Questions:1

Why are Some Customers Difficult

What’s in it for me: Learn all about the reason why customers may react, bad experiences, venting and holding others accountable!

Case Study: 1              Review Questions:1

Dealing with the Customer Over the Phone

What’s in it for me: Learn about listening over the phone, building rapport and how to respond without emotion and negative words!

Case Study: 1              Review Questions:1

Dealing with the Customer In Person

What’s in it for me: Learn about listening over the phone, building rapport and how to respond with positive body language.

Case Study: 1              Review Questions:1

Sensitivity in Dealing with Customers

What’s in it for me: Learn about different ways to deal with customers who are angry, rude, have different cultural values and cannot be satisfied.

Case Study: 1              Review Questions:1

Scenarios of Dealing with a Difficult Customer

What’s in it for me: You will assess the various scenarios of cases that occur with difficult customers – being Angry, Rude and how cultural differences may cause problem.

Case Study: 1              Review Questions:1

Following up with a Customer

What’s in it for me: Learn how to follow up with a customer, via calls, emails, small tokens and written letters. Follow up is an important part of retaining customer satisfaction.

Case Study: 1              Review Questions:1

Closing up the course

What’s in it for me: You’ve done it, well done! But don’t stop here. Let’s summarise all you have learnt and remember knowledge is no good kept in a cupboard. Implement what you have learnt, try the tools and see the outcome until you find a combination that works for you! Congratulations we know you got what it takes to make a great leader!