The good news about receiving a call from any angry customer is that it provides an opportunity to rectify the situation. The angry customers you don't hear from are probably gone for good. This video shows you how to deal with angry customers and increase the effectiveness of your ...
The only way someone can evaluate our attitude on the phone is by our voice tone. Even though the caller can't see us, it's important to use positive 'body language' to convey our message accurately.
This introduction to coaching has been designed to assist in the training of new managers and supervisors. One would expect that would be a given in today's organizations, however this is not the case. Many staff complain that they are over-managed: managers take too much ...
Who can imagine life without email and the internet? Every company should have its own policy on email and web usage, with employers needing to implement a policy that protect both their staff and customers. Harassment, discrimination, privacy and other illegal activities such as ...
The demands placed on us from day to day are increasing. Learning to deal with stress is critical for your success and happiness. Are you aware of the negative health effects associated with prolonged tension and stress? More importantly, are you aware of how to turn them around ...
This video is designed to help management and staff plan and prepare for incidents when handling angry customers. Four typical scenarios are addressed and each is explained in a dramatic recreation that shows how to achieve a mutual satisfying result for the customer and the ...
The film gives a clear understanding of negotiation on a business and a personal point of view, covering seven steps of effective negotiation and how to put them into action. The three elements of negotiation are identified and discussed: the 2 parties of negotiation; who each have ...
This video focuses on providing some tips on how to handle some of the most common situations you will come across in negotiations. Tips such as creating win/win situations, being prepared and knowing the intended outcome you are working towards, will help you to become more effective ...
This is an entertaining, step-by-step guide to improving your presentation skills. The video reveals easy techniques to improve you confidence, vocal skills, body language, content relationship with your audience, management of nerves, and use of technology.
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