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DIFFICULT CUSTOMERS & COMPLAINTS: List of resources
Title & Format Price Description
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Switch On - Caring
from the series: Switch On Series
USD $275.00   SWITCH ON CARING is aimed at service staff, health care professionals and helpers in a wide range of industri...
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Switch On - Respect
from the series: Switch On Series
USD $275.00 SWITCH ON RESPECT is aimed at helping everyone at all levels to maintain a respectful non-judgmental attitude. It is...
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Switch On - Service
from the series: Switch On Series
USD $275.00   SWITCH ON SERVICE is aimed at developing and maintaining positive service attitudes in all staff that provide...
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Switch On Series
USD $935.00 The SWITCH ON SERIES has been created by psychologist Eve Ash to help people identify and change negative thinkin...
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Getting Motivated
USD $275.00 An animated series developed by psychologist Eve Ash to help people get motivated. Learn how to create a positive mind...
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Kangaroo
USD $275.00 Everyone wants to know how to be happy at work... Motivational session-starter on happiness at work and cari...
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Enhancing Service
USD $275.00 Listen to customers, build rapport and deminstrate you care by being efficient, knowledgeable and a problem solver. ...
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Handling Anyone Difficult
USD $275.00 Steve teaches Carlos 6 key skills so problems don't escalate with difficult people. ...
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Resolving Conflict
USD $275.00 A great program on essential skills for preventing and resolving conflict with best outcomes. ...
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Managing a Complainer
USD $275.00 Barney, a neighbor, is irate because his car is blocked in, and gets more angry to discover staff who do not speak Eng...
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Damage Control
USD $495.00 An excellent case study of a major product delivery disaster and a very angry client - all superbly managed by the accou...
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Dealing with Conflict Case Studies
USD $495.00 These four case studies taken from three programs by Ash Quarry, provide great discussion starters for workshops and t...
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Handling the Difficult Customer
USD $275.00 In some workplaces people deal with really difficult customer or clients... often all day long. Psychologist Peter Quar...
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Managing Difficult Customers and Complaints
USD $275.00 Ideal for group training and self-development..with excellent workbook and handouts. Psychologist Peter Quarry and a ...
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Overcoming Objections
USD $275.00 Ideal for group training and self-development. With excellent workbook and handouts. Psychologist Peter Quarry and ...
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Passion for Service Excellence
USD $495.00 See the difference when people want to provide exceptional service: Be passionate about your work Make a posi...
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Managing Aggression in the Workplace
USD $275.00 This program explores how to prevent aggression at work and how to reduce risk and/or manage it when it happens. A mus...
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The Psychology of Saying Sorry
USD $275.00 Find out why people have such difficulty apologizing when something has gone wrong. Discover the benefits of apolog...
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Dealing with Abusive & Threatening Calls
USD $275.00 Discover the six skills for managing angry, abusive and threatening callers and how to end a call professionally. ...
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Sales & Service Turn-Offs
USD $275.00 Identify the ten core principles of excellent service and what typically turns customers off. ...
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The Power of Empathy
USD $275.00 Discover the benefits of empathy. Learn techniques for getting out of the 'anger trap' and dealing with emotio...
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Handling Upset Customers
from the series: Hotlines Series
USD $275.00 One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. They have t...
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Managing Anger & Abuse
from the series: Hotlines Series
USD $275.00 When customers are angry it is important to deal with them effectively and professionally. ...
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Secret Service Awards
USD $275.00 The Secret Service Awards is where 'Candid Camera' meets 'MTV'! Viewers have sent in their own secretly shot videoclips ...
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Solving Problems
from the series: Hotlines Series
USD $275.00 When faced with a problem staff need to clarify the issues clearly and constructively. They should be resourceful whe...
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Managing Disagreements Constructively
USD $275.00 This video covers the range of ways to manage disagreements and conflict. Understand that there is no one right wa...
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Dealing with Difficult People
USD $275.00 Develop techniques to handle angry, abusive or uncooperative people. ...
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Handling Complaints
USD $275.00 Resolve problems and gain positive outcomes from difficult situations. ...
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Receiving Feedback - Advanced Skills
USD $495.00 Not everyone is skilled at giving feedback. This places a greater emphasis on the "seeker" to handle the "giver" in...
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Handling Difficult People
from the series: People Skills Series
USD $495.00 Learn practical skills to deal with the know-all, the aggressive person, the joker, the complainer and the dodger. ...
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Staff Can Do Too
USD $275.00 Teach frontline staff to meet customers' needs with the CAN DO formula. ...
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