 | Handling Difficult Customer Encounters
After completing this chapter, you will be able to:
- Recognize a variety of difficult personality types.
- Use the Emotion-Reducing Model to help keep difficult situations from escalating.
- Determine appropriate strategies for dealing with various types of customers.
- Exhibit confidence when involved in difficult customer interactions.
- Develop better relationships with internal customers.
- Use the six-step Problem-Solving Model in handling difficult customer situations.
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