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Real-Life Activities

Real-Life Decision Making -- Solution

You handle your customers in the order in which they came in

The automotive recycling industry makes its profits from its customers. You're in a very stressful situation, but you know that exceptional customer service skills will go a long way in this business. It could mean the difference between making a sale and losing a potential buyer.

You tell your best customer as politely and calmly as possible, "Hi Pat. Just give me a moment. I'll deal with these guys first, and I'll be with you as soon as I can."

This answer satisfies Pat and you proceed to get through your phone calls as quickly as you can. Next, you help the stressed mother find what she needs, then turn your focus on Pat.

"Each part of the job has got its major difficulties," says Tim Donovan. Knowing how to deal with these types of stressful situations is just one part of it


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