How you choose to react to and treat customers is influenced by attitudes, judgments, biases, and assumptions. This course teaches you interpersonal communication skills that will assist you in dealing with difficult customers and situations. You will learn tools to problem solve, understand and validate customer perceptions, manage conversations, and cope with challenging situations while maintaining a positive attitude and offering good customer service.

Performance Objectives: Upon completion of this course, you should be able to:

• Recognize you own biases and assumptions.
• Demonstrate several ways to say “no” while maintaining positive interaction.
• Demonstrate techniques that focus on the problem.

Intended Audience: All audiences.

Sales Tax Notice: Effective October 1, 2025 
In accordance with Washington State law (ESSB 5814), sales tax will be applied to all training services. In addition to the course cost, sales tax will be calculated based on your agency's location and added to your final invoice after the class is completed.