The primary focus of Building Customer Relationships 2.0 is on working with Challenging Customers. Session 1.0 participants will share the results of their skill practice as a way to process and learn more about working with both internal and external customers. Session 2.0 includes skill development and conversations about managing emotional response, the influence of nonverbal behavior, and helping customers identify their own solutions. Learning activities include self-reflection, working in pairs and small groups, and identifying structures and techniques they can share with their team.