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.