1| First line of defense
An alternative to blaming your company and customer
1| Professional greetings and introductions (Part 1)
The updated greeting techniques that always work.
1| Whoa, hold your horses
Identify and categorize to measure your stress
10| Turn theory into practice
The essential do’s and the Don’ts (Behavior Tracking)
2| Change your mindset
Convert negative complaint to positive feedback
2| Get your head out of the sand
How to recognize avoidance behavior
2| New post COVID-19 behaviors
With the new requirement to wear mask and gloves..
3| Rant, rave, complain and praise
When customers don’t voice their complaint, we lose the opportunity to redress the problem
3| Taking action is the key
Alter the pattern by removing and replacing
3| You are the Star
Build a stronger self-image and improve your career prospects
4| Professional greetings and introductions (Part 2)
Greetings and introductions
4| Traffic light system
Don’t sweat the small stuff…How to evaluate