Module 4: STAR Service: Managing Difficult People and Situations

Program Outline - 6 hours

Overview: We’ve all experienced difficult people. Maintaining positive internal and external customer relationships is a part of our job as service providers. This program provides tips and tools to communicate positively to defuse and successfully handle difficult people and situations, while sustaining relationships and maintaining own positive service attitude.


  • • How to deal with difficult people
    • Avoiding “customer rage”
    • Diffusing difficult situations
    • The dos and don’ts of handling difficult people
    • Using the LAST Model to solve problems so relationships last
    • Skill practice/case studies
  • • Identify job burnout: a threat to customer satisfaction
  • • Your attitude is showing
  • Audience: All Employees
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