Handling a Difficult Customer

  • 1. Handling a Difficult Customer
    • 1.1. START
    • 1.2. Module 1 :Getting Started
      • 1.2.1. Workshop Objectives
    • 1.3. Module 2: The Right Attitude Starts with You
      • 1.3.1. Be Grateful
      • 1.3.2. Make Gratitude a Habit
      • 1.3.3. Keep Your Body Healthy
      • 1.3.4. Invoke Inner Peace
      • 1.3.5. Case Study
      • 1.3.6. According to scientists, keeping a gratitude journal every day increases what?
      • 1.3.7. Which of the following is helpful in developing a habit?
      • 1.3.8. What is the average amount of time to make a habit automatic?
      • 1.3.9. Which of the following is Not an aspect of a good exercise routine?
      • 1.3.10. Which of the following is Not a good time to exercise?
      • 1.3.11. Meditating as little as __________ minutes a day can help invoke inner peace.
      • 1.3.12. Writing about an intensely positive experience for ________ consecutive days still contributed to positive moods three months later.
      • 1.3.13. Which of the following was Not a challenge facing Monica?
      • 1.3.14. How did Monica begin to change her fortunes?
    • 1.4. Module 3: Communication
      • 1.4.1. Ways We Communicate
      • 1.4.2. Improving Nonverbal Communication
      • 1.4.3. Listening
      • 1.4.4. Openness and Honesty
      • 1.4.5. Case Study
    • 1.5. Module 4: Teamwork
      • 1.5.1. Identifying Capabilities
      • 1.5.2. Get Into Your Role
      • 1.5.3. Learn the Whole Process
      • 1.5.4. The Power of Flow
      • 1.5.5. Case Study
    • 1.6. Module 5: Problem-Solving
      • 1.6.1. Define the Problem
      • 1.6.2. Generate Alternative Solutions
      • 1.6.3. Evaluate the Plans
      • 1.6.4. Implementation and Re-Evaluation
      • 1.6.5. Case Study
    • 1.7. Module 6 : Time Management
      • 1.7.1. The Art of Scheduling
      • 1.7.2. Prioritizing
      • 1.7.3. Managing Distractions
      • 1.7.4. The Multitasking Myth
      • 1.7.5. Case Study
    • 1.8. Module 7: Attitude and Work Ethic
      • 1.8.1. What Are You Working For?
      • 1.8.2. Caring for Others vs Caring for Self
      • 1.8.3. Building Trust
      • 1.8.4. Work Is Its Own Reward
      • 1.8.5. Case Study
    • 1.9. Module 8 : Adaptability/Flexibility
      • 1.9.1. Getting Over the Good Old Days Syndrome
      • 1.9.2. Changing to Manage Process
      • 1.9.3. Changing to Manage People
      • 1.9.4. Showing You’re Worth Your Weight in Adaptability
      • 1.9.5. Case Study
    • 1.10. Module 9: Self-Confidence (Owning It)
      • 1.10.1. Confident Traits
      • 1.10.2. Self-Questionnaire
      • 1.10.3. Surefire Self-Confidence Building Tactics
      • 1.10.4. Build Up Others
      • 1.10.5. Case Study
    • 1.11. Module 10: Ability to Learn from
      • 1.11.1. Wow, You Mean I’m Not Perfect?
      • 1.11.2. Listen with an Open Mind
      • 1.11.3. Analyze and Learn
      • 1.11.4. Clear the Air and Don’t Hold Any Grudges
      • 1.11.5. Case Study
    • 1.12. Module 11: Networking
      • 1.12.1. Redefine Need
      • 1.12.2. Identifying Others’ Interests
      • 1.12.3. Reach Out
      • 1.12.4. When to Back Off
      • 1.12.5. Case Study
    • 1.13. Module 12: Wrapping Up
Handling a Difficult Customer
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