WebDefusing Hostile Customers Workbook. Page 17 Chapter II Exercises & Assignments Practice Exercises 2.1 Bait Identification. Below are some common things that hostile customers say to government employees. For each item determine whether it contains bait, and explain what the customer is really saying to the employee. (the implied messages). WebHow The Defusing Hostile Customers Workbook For Public Sector Came Into Being . ... I've always believed that training should be custom-designed, in order for it to be most effective, I only offered the Defusing Hostile Customers Seminar when hired by a government department or branch. In other words, I didn't offer individuals the chance to ...

Defusing Hostile Customers Workbook - AbeBooks

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Solutions Advanced Workbook Answers Unit 2

WebThe Defusing Hostile Customers Workbook can be used with or without doing the exercises contained in it, but it's best to take the time to do them. Each chapter has a set of exercises, and space to write responses. At the back of the book, the answers (or possible right answers) are included. WebThis is a free excerpt from the Defusing Hostile Customer Workbook. While the book is written for use in the government context, you'll find that the techniques, principles and tactics explained within are applicable to customer service and angry customers in any context or sector. Order Printed Version Order Electronic Downloadable Version react detect window size