To successfully complete this module, please complete the following activities in the order shown. You can complete the activities at your own pace.

TEXTBOOK READING: Chapter 1, Overcoming the Customer Service Syndrome: A Practical Guide to Managing Customer Service by Collins & Collins (2003).

RESEARCH: Review relevant research links.

ASSIGNMENT 1 (worth 5 points): A. Unrealistic customers create problems for service professionals. They can be unruly, forceful, and demanding. Most of us have at one time or another been an unrealistic customer. Think of a time when you had an unrealistic request. What prompted you to make the request? What was your emotional state when you made the request (e.g., angry)? How did the service professional react to your emotional state and handle the request?
B. Think of the all the different service professionals you have interacted with on a regular basis? Which ones did you prefer and why?
C. Send your responses via Vista's private e-mail function.

QUIZ 1 (worth 10 points): This is found in Vista under quizzes, which is listed on the left menu bar.