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 4, Overcoming the Customer Service Syndrome: A Practical Guide to Managing Customer Service by Collins & Collins (2003).

RESEARCH: Review relevant research links.

ASSIGNMENT 4 (worth 5 points): Reflect on one of the most difficult encounters that you have had with a customer. What was stated? How was the problem solved? What techniques were used or could have been used to address the customer's behavior? Were you able to keep in touch with your own feelings during the encounter? What caused the complaint? What lessons can be learned from this encounter? Send your responses via Vista's private e-mail function.

QUIZ 4 (worth 10 points): This is found in Vista under quizzes, which is listed on the left menu bar.