CCOG for CEU 3100 archive revision 201604
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- Effective Term:
- Fall 2016 through Spring 2024
- Course Number:
- CEU 3100
- Course Title:
- Supporting Your Most Challenged Customers
- Credit Hours:
- 0.5
- Lecture Hours:
- 0
- Lecture/Lab Hours:
- 0
- Lab Hours:
- 0
Course Description
Participants will learn or refresh: Gracious communications techniques to guide a distracted customer. Diffusing anger and hostility. Calming distress in the moment. Interruption techniques to dispel confusion and draw people more into the present moment. Questioning and staging skills to keep the people progressing through the steps to complete their transaction. Handling people with various disabilities with respect and dignity. How to speak clearly to enhance understanding, without condescension. Avoiding getting hooked by customer behaviors, appearance and other qualities they find personally annoying or upsetting.
Intended Outcomes for the course
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