1. Identify various reasons that customers may be perceived as challenging.
2. Name five ways to avoid creating challenging customers.
3. List at least six characteristics of challenging customers.
4. Indicate ways to deal with different types of challenging customers.
5. Describe actions to take when you think you have treated a customer inappropriately.
6. Define empathy and state why it can have positive power.
7. List the six super ways to cope with challenging customers.
8. Name several benefits to customer service providers who cope with challenging customers.

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