Module PDP 4.5 - Handling Difficult Situations

Copyright © 2010 - M.Sproul

Understanding Life's Journey

Learning

So we will be using the mnemonic...

 

T.H.A.N.K.S

In this module we will cover...

•         Thank the customer

•         Hear what they have to say

•         Apologize

•         Need more information

•         Know the solution

•         Solve the problem

Welcome to Module 4.5

Handling Difficult Situations

 

Inevitably there will be times when we have to handle difficult situations and this module will provide you with the skills and knowledge and time to practice resolving customer complaints in a professional manner.

 

By the end of this module you will know how to use the conflict resolution framework effectively.

Introduction and Objectives