Whether the customer is in your store for a refund, a defective product, or a service problem, sales representatives need to have the ability to defuse difficult situations . This on-line module will teach the techniques required to create happy customers. Key activities include:

- Understanding Why Customers Become Irate
- How Difficult Customers Can make Us Better
- How to Defuse Difficult Situations Using The H.E.A.T. Method
- Preventative Actions

Includes Learning Interactions, Scenarios, Quizzes, Job Aids and More. Approximately 20 Minutes.

Learner will have access to this course for 90 days from purchase of license.