Managing Difficult Customers and ComplaintsStreaming Video - 2012
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 sales people 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 do's and don'ts for salespeople who deal with difficult customers, and appropriate language to diffuse customer hostility.
Publisher: New York, N.Y. : Films Media Group, , c2009
Characteristics: 1 streaming video file (13 min.) :,sd., col. +,instructional materials (online)