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Self Study Courses

Please see our About Self-Study page prior to requesting any course materials for terms of use of our library.

Calming Upset Customers

Book, CBT
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The course provides ideas and skills that have been useful to people in building customer loyalty and strong customer relations. It also presents strategies for successful customer encounters, advises managers about actions and attitudes, and suggests procedures to take after the customer is gone. You will learn how listening, nonverbal communication, feedback, and management all help to deal with an unhappy customer, and turn the situation into a positive one.