Handling Difficult Customer Situations Module 1: Seven Mistakes Service Providers Make When Servicing Customers (And Why They Must Avoid These) Lesson 1: What United Airlines Got Wrong – A Customer Service Disaster 02. Hiding Behind Process Manuals and Excuses 03. Losing it With Customers! 04. Mismanaging Customer Expectations 05. Making It Difficult for Your Customer Module 2: Handling an Irate Customer 01. Making It Difficult for Your Customer – An Illustration 02. Emotion Concern – The Antidote to Emotion Contagion 03. Listening to Understand – The First Element of the LEAD Model 04. Empathise – The Second Element of the LEAD Model 05. Advocate – The Third Element of the LEAD Model 06. Defuse – The Fourth Element of the LEAD Model Module 3: Saying No 01. Saying No – An Illustration 02. Denying a Customer Request Using the ERA Model
