Handling challenging customers is a core skill to learn. This video looks at 12 topics to help you have more confidence in dealing with challenging customers of various types.

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  Showing Empathy (10 min)

  Showing empathy is a key skill to develop in a customer service, sales or leadership role. This video details ways to show empathy and how to more clearly understand it. Use the workbook to help complete the questions and empathy plan.

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  Questioning Skills (10 min)

  In this 10 minute version, we examine the main questioning skills and how to use them for effective conversation control. Open, closed, leading, echoic, rhetorical and clarifying questions are all explained. The workbook for this video can be found on the welcome page of the module with same name.

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  Listening Skills (10 min)

  In this video, we explain some important aspects around communication and in particular how to listen more effectively. Reflective and active listening are great ways to help ensure you communicate well and help to make sure there is a shared understanding between those communicating. The workbook for this video can be found on the welcome page of the module with same name.

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  Communication Skills (10 min)

  This 10 minute video explains about communication, tone, modulation and body language.

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  Being Assertive (10 min)

  In this 10 minute video we explain what assertiveness is and how you can be more assertive.

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  Managing Customer Needs (10 min)

  In this 10 minute video module, we explain the importance of managing the needs of your customers and ways in which you can do that. It starts with good listening and understanding your customer so you can lead them to the best outcome.

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  Difficult Customer Types (10 min)

  This 10 minute video contains information on how to deal with various difficult customer types. The workbook for this video can be found on the welcome page of the module with same name.

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  Handling Difficult Customers (10 min)

  Difficult Customer Techniques - This 10 minute video outlines ways you can deal with difficult customers and how you can calm them down. You should download the workbook that accompanies this video so you can complete the questions and the plan. The Glad>Sure>Sorry technique as shown in part in this video is the intellectual property of Mary Gober International. Used with permission. www.marygober.com.

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  Handling Conflict (10 min)

  In this video, we explain in detail about handling conflict. We cover off ways to tackle conflict, types of conflict and how you can use conflict effectively in the workplace.

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  Abusive Customers (10 min)

  This 10 minute video module explains what is included in abusive behaviour from customers and ways of dealing with them. You will learn some response strategies, termination ideas and how to avoid being baited into the wrong kind of response. There is a workbook for this video.

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  Negotiation Skills (10 min)

  This 10 minute video explains the steps in negotiation and some tips on how to effectively negotiate. You will learn about the stages of negotiation, a beneficial outcome and useful tactics in a negotiation.

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  Advanced Difficult Customers (10 min)

  This 10 minute video provides some tips and techniques to help deal with difficult customers. You will learn about de-escalation techniques, understanding emotions and more ways to manage difficult customers. It is designed as a more advanced training video than a beginner would learn from. There is a workbook for this video.