LAP-CR-003  Making Mad Glad     

(Click on image below to view sample pages of student booklet.)

It’s time to apply your knowledge of psychology when you encounter difficult customers. Find out how to recognize different types of difficult customers and how to accommodate their needs. Leave difficult customers with a positive impression of you and your business.

LAPs are comprehensive instructional packages that include all elements of a performance-oriented lesson plan. This LAP includes an 8-page, full-color handout for students (with CopyIT! permission) that includes information on handling difficult customers effectively, a (SoWhat?) discussion of why it's important to learn, and a short (Gray Zone) case addressing ethical issues.

The instructor section features a comprehensive discussion guide, 9 transparency masters, and complete practice- (short answer) and post test (multiple-choice). A software presentation package is available at a nominal additional cost.
©2010. Recommended: HS

 

To purchase, please visit our shopping center and from page one, search by catalog number for LAP-CR-003.

PowerPoint Presentation Software

(PC-Win) PowerPoint and more. Bring your discussions to life with a presentation software package that includes a broad range of graphics and special effects to help keep students interested. Content matches LAP module of same title. Each package is self-contained and ready to use. This professionally produced PowerPoint presentation consists of 26 slides that address what you should do when you encounter a difficult customer.

 

To purchase, please visit our shopping center and from page one, search by catalog number for PSW-CR-003.