Please answer all these for my Customer service class. Thanks

The following assignment includes four steps to deal with difficult customers. . See no evil, hear no evil. Surface the tension. Transfer transformation. Build contractual trust. Tell me how you encountered or witnessed an episode with a difficult customer. a After explaining the situation, explain how you handled, would of handled, should of handled this difficult customer If you witnessed the difficult customer incident, explain how you would of handled the situation if you were the service representative. Four steps to Dealing with Difficult Customers 1. See no evil, hear no evil. Resist the temptation to return the customer's fire. Treat the customer with courtesy and respect. 2. Surface the tension. Bring the feelings to the surface. Ask, "Havel personally done something to upset you? I'd like to help. Please give me a chance." 3. Transfer Transformation. Give the customer an adult "time out" by transferring him or her to one of your peers or to a supervisor. 4. Build contractual trust. Establish an agreement with the customer whereby you need the customer to stop a particular behavior in order to resolve the problem, and state what the consequences will be it the behavior continues. Directions: Answer the following: 1. Describe an encounter with an obnoxious customer that you have either experienced or witnessed. 2. What could you do in that situation to "See no evil, hear no evil? 3. How will you "Surface the Tension"? 4. If you need to use the Transfer Transformation technique, to whom will you transfer the customer? Why? 5. If the customer becomes threatening or uses unacceptable behaviors, what kind of a contractual statement will you make? The following assignment includes four steps to deal with difficult customers. . See no evil, hear no evil. Surface the tension. Transfer transformation. Build contractual trust. Tell me how you encountered or witnessed an episode with a difficult customer. a After explaining the situation, explain how you handled, would of handled, should of handled this difficult customer If you witnessed the difficult customer incident, explain how you would of handled the situation if you were the service representative. Four steps to Dealing with Difficult Customers 1. See no evil, hear no evil. Resist the temptation to return the customer's fire. Treat the customer with courtesy and respect. 2. Surface the tension. Bring the feelings to the surface. Ask, "Havel personally done something to upset you? I'd like to help. Please give me a chance." 3. Transfer Transformation. Give the customer an adult "time out" by transferring him or her to one of your peers or to a supervisor. 4. Build contractual trust. Establish an agreement with the customer whereby you need the customer to stop a particular behavior in order to resolve the problem, and state what the consequences will be it the behavior continues. Directions: Answer the following: 1. Describe an encounter with an obnoxious customer that you have either experienced or witnessed. 2. What could you do in that situation to "See no evil, hear no evil? 3. How will you "Surface the Tension"? 4. If you need to use the Transfer Transformation technique, to whom will you transfer the customer? Why? 5. If the customer becomes threatening or uses unacceptable behaviors, what kind of a contractual statement will you make