Having a complaints procedure will guide your understanding in implementing a communication structure or plan. Your course material highlights that an internal communication plan can assist you in avoiding escalation and improving customer relationships.

One of the various reasons for having a communication plan is to assist in addressing your behaviour and being in control of and applying your emotional intelligence, so that you may assert yourself effectively and avoid unnecessary conflict.

As a manager, you will be confronted with difficult customers who may be angry or frustrated with their product, or the service they received from your organisation. You need to be able to manage these encounters effectively and de$-$escalate tension.

Research and discuss five methods you will implement and train your employees to use to improve quality when addressing difficult customers giving real$-$world examples of the methods$$ effectiveness.

Note: In your discussion, show how this attitude will, in turn, affect customer service and quality in service.