Table of Contents

1. Getting Started
   • Handling a Difficult Customer 00:00:41
   • Getting Started 00:01:11
2. The Right Attitude Starts with You
   • The Right Attitude Starts with You 00:04:54
   • The Right Attitude Starts with You Case Study 00:00:38
3. Stress Management _Internal Stressors
   • Stress Management (Internal Stressors ) 00:07:11
   • Stress Management (Internal Stressors) case study 00:00:36
4. Stress Management _External Stressors
   • Stress Management (External Stressors ) 00:04:37
   • Stress Management (External Stressors)case study 00:00:40
5. Transactional Analysis
   • Transactional Analysis 00:04:47
   • Transactional Analysis case study 00:00:36
6. Why are Some Customers Difficult
   • Why are Some Customers Difficult 00:04:20
   • Why are Some Customers Difficult case study 00:00:40
7. Dealing with the Customer Over the Phone
   • Dealing with the Customer Over the Phone 00:06:40
   • Dealing with the Customer Over the Phone case study 00:00:35
8. Dealing with the Customer in Person
   • Dealing with the Customer in Person 00:04:47
   • Dealing with the Customer in Person case study 00:00:39
9. Sensitivity in Dealing with Customers
   • Sensitivity in Dealing with Customers 00:05:53
   • Sensitivity in Dealing with Customers case study 00:00:40
10. Scenarios of Dealing with a Difficult Customer
    • Scenarios of Dealing with a Difficult Customer 00:03:16
    • Scenarios of Dealing with a Difficult Customer case study 00:00:39
11. Following up with a customer once you have addressed their issue
    • Following up with a customer once you have addressed their issue 00:03:16
    • Following up with a customer once you have addressed their issue case study 00:00:38
    • Closing 00:00:21