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Managing Difficult Customers and Complaints: Sales and Service Masterclass

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Abstract
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. Subjects covered in this video include acknowledging and empathizing with the customer, effective management of conflict, the dos and don’ts for salespeople who deal with difficult customers, and appropriate language to defuse customer hostility.
Collection
Georgian Court University Collection
Subject
Teams in the workplace, Customer services, Customer relations, Conflict management, Complaints (Administrative procedure)
Series
Sales and Service Masterclass
Contributors
Tribe, Adam (director), Curlis, Jim (director), Etheridge, Sue (producer), Quarry, Peter (host), Johnson, Glenyce (performer), Stuart, Andrew (performer), Buur-Jensen, Gayathri (performer), Schiffner, Michael (performer), Training Point.Net (producer)
Duration
00:13:23 (HH:MM:SS)
Language:
English
Target or Intended Audience
adult/continuing education, higher education, high school (grades 10-12), college
Copyright Holder
Name Films Media Group (Firm)
Rolepublisher
Telephone800-257-5126
Address200 Metro Blvd., Suite 124, Hamilton, NJ 08619
Email[email protected]
Copyright Date
2009-01-01
Rights Declaration:
This video is protected by copyright. You are free to view it but not download or remix it. Please contact the licensing institution for further information about how you may use this video.
Persistent/Share URL
https://54098.surd9.group/show.php?pid=njcore:38748
Basic LTI parameter
pid=njcore:38748
PID
njcore:38748
Metadata
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