Managing Difficult Customers and Complaints: Sales and Service Masterclass
This program examines how to effectively resolve conflict while preserving and reinforcing a positive relationship with the customer. Excellent practical advice is offered to assist salespeople and help them work through solutions in logical stages....
The Phone as a Friend: Sales and Service Masterclass
Valuable commentary from Michael Schiffner and Gayathri Buur-Jensen takes viewers through some useful recommendations about how to maximize sales through effective and efficient use of the telephone. Topics in this program include when to call; how ...
Selling Yourself First: Sales and Service Masterclass
In this informative program, viewers discover excellent strategies to create a great impression and build positive relationships. Michael Schiffner offers specific tools to overcome the de-motivation that affects sales people from time to time. Topi...
Problem Solving
Problems are a natural part of the business world, so learning how to solve them efficiently is extremely important. This video demonstrates problem-solving skills for workers in a wide range of occupations. Key elements of successful problem solvin...
Telephone Customer Service
We’ve all experienced it—the frustration of dealing with a company or organization over the telephone. Being put on hold or transferred again and again, often without finding an answer or solution, is enough to drive anyone crazy. Now, switch pl...
Working Constructively in a Sales Team: Sales and Service Masterclass
This program takes a detailed look at the dynamics of teamwork and offers fresh insights that challenge widespread misconceptions about how to get the most out of a sales team. In this video, users will learn the characteristics of a great sales tea...
What Customers Love and Hate: Sales and Service Masterclass
In this program, viewers learn to engage customers by focusing on what they love and avoiding what they hate. They are challenged to assess their current methods and style and to apply the principles uncovered by the latest behavioral studies that s...
Person-to-Person Customer Service
One shopper wants a price quote, another needs something that’s shelved too high. Two more customers are waiting for items from storage, and there’s a huge line forming at the front counter. It’s another crazy day in customer service—a depar...
Quality Customer Service in the Hospitality Industry
Whether or not the customer is always right, customer satisfaction is a crucial part of achieving success in the hospitality industry. This program provides several strategies to improve customer service, outlines the factors that may influence cust...
Closing the Sale: Sales and Service Masterclass
In this program, a panel discusses conventional notions of closing the sale by challenging popular thinking about this crucial step. The merits of the formula approach versus a more instinctive, organic process are debated. This video examines termi...