1)  Commit to powerful professional behaviors and attitudes;

 2)  See how to manage stress;

 3)  Learn to handle human behavior; 

 4)  Apply four key steps to take during every customer interaction;

 5)  Be able to handle irate and difficult people;

 6)  Use “parachutes” for situations in which people are out of control;

 7)  Manage changes in their work environment and with customers;

 8)  Create “good days” for themselves, coworkers, and customers;

 9)  Integrate four ways to remain balanced, motivated professionals;

10) Ask questions effectively in order to understand a person's needs;

11) Manage a person's dis-satisfaction;

12) Be aware of customer perception and loyalty factors;

13) Acquire greater job engagement themselves!

  *  Additional components can be added, based on need.