Managing Difficult Customers and Complaints: Sales and Service Masterclass (Enhanced DVD)

Sometimes, people are just difficult to deal with. This is especially true for those individuals working as salespeople or customer service providers, who are expected to smile at all times and in all situations, whatever their personal issues or current outside, emotional influences. Stoicism is an ancient philosophy that all customer service providers should be familiar with, keeping their passion, whether positive or negative, bottled up until after the work day is complete.

Hostility and defensiveness can occur inside any type of situation, personally, as well as, professionally, challenging daily, the natural or learned stoic personality that sales people and customer service representatives may have honed over time. This ever so useful Managing Difficult Customers & Complaints program adheres to the belief that every problematic situation in one's day has an effective solution. You will learn that there are actually many solutions for resolving conflict between your business and your customer, using the practical advice covered in this series, such as: practicing empathy, how to manage situations of stress and emotional conflict, and the dos and don'ts of dealing with difficult people.

Additional printable materials are available online.

• Enhanced DVD
• ISBN: 978-1-62290-757-1
• Run Time: 13 Minutes
• Copyright Date: 2009
• CC