Roll Out the Red

Training Module 3

Overview of Module 3: Dealing with Difficult Situations

Estimated time to complete Module 3: 20 to 25 minutes.

President Gora opens this module expressing her understanding that employees cannot always say "yes" to customer requests, but they can always treat our customers with respect. The video entitled "Dealing with Difficult Situations" then covers points of "how" to say "no" when those situations arise in addition to other excellent service behaviors, such as active listening.

Moreover, this module contains a 10-question Quiz, Managers' Tips (suggestions for managers to reinforce customer service principles), and a Matching Activity for participants.

The Final Learning Assessment occurs at the end of Module 4 and is composed of questions that appeared in the Quiz section of Module 1, 2, 3, and 4. A participant must score at least 80% on this Final Learning Assessment before being admitted to a scheduled face-to-face training session listed on theĀ Roll Out the Red website. The Final Learning Assessment may be taken over and over again until a pass rate of 80% is reached.

Note that when clicking on the Matching Activity, Quiz, or Managers' Tips, the browser will open a new window or pop-up. If the browser has tabbed browsing, it may open a new tab automatically instead of a window. In this case click on the tab to see the page. To return to the module, close the window or tab by clicking on the "Close Window" button on the right.

Disabling the pop-up blocker on the computer will facilitate ease of use of these four modules. For Internet Explorer: Click Tools from the browser menu; click Pop-Up Blocker; click Turn Off Pop-Up Blocker. In addition, preferred browsers are Internet Explorer and/or Safari.

Module 3, Dealing with Difficult Situations

University Human Resource Services
Administration Building (AD), room 350
Ball State University
Muncie, IN 47306

Hours: 8 a.m. - 5 p.m.
Phone: 765-285-1819