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Managing Difficult Customers and Complaints: Sales and Service Masterclass
©2009

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. Viewable/printable educational materials are available online. Part of the series Sales and Service Masterclass. (13 minutes)

Playing preview clip:
How to Handle Customer Complaints
The film host plays the role of a dissatisfied customer. Panelists discuss different ways of handling a similar situation. They also discuss why retail representatives seldom apologize.