Difficult customers come in a variety of types, ranging from argumentative to impatient to dishonest. Use Making Mad Glad (Handling Difficult Customers) to teach students the entire range of difficult customer types and provide them with effective guidelines for dealing with each appropriately.
LAPs (Learning Activity Packages) are comprehensive instructional packages that include all elements of a performance-oriented lesson plan. This LAP includes a student handout (with CopyIT! permission) that includes information about handling difficult customers, a (So What?) discussion of why it's important to learn, and a short (Gray Zone) case addressing ethical issues. Click here for a sample of the student section. The instructor section features a comprehensive discussion guide, complete practice- (short answer) and post-tests (multiple-choice) with descriptive keys, student activities, and more.
Bring your discussions to life with our PowerPoint presentation featuring a broad range of graphics and special effects to help keep students interested. This professionally produced presentation consists of 29 slides.