About this course...

COURSE DESCRIPTION 

We're delighted that you chose us for your learner journey. This course will help you improve he focus of your thoughts and feelings, how you manage stress, and how well you listen to and empathize with others, to better meet the challenges other people pose in both your professional and personal life. 



Gentleness and understanding create in others an unconscious willingness to be led.

I Ching (The Classic of Changes) 

 At first glance, handling a difficult customer may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress, and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life. Implementing the guidelines in this module is the first step in a process towards forever changing how you interact with others. Enjoy your learner journey. 


COURSE OBJECTIVES

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. With that in mind, let’s review our goals for today.

 

By the end of this course, participants should be able to:  

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances


WHAT TO EXPECT

 

To maximize learning, this online training course has been broken down into modules. 

 

Course Overview

  • Welcome to this course!
  • How to use this course
  • Learner Journey 

 

Learner Zone

  • Pre-Assessment
  • Video Lessons—12 Modules
  • Checkpoints
  • Case Studies
  • Post-Assessment

 

Learner Playbook

  • More Resources for You