Instructional Videos

It doesn't make any difference whether you're a bank vice president, a waitperson or a computer systems sales person dealing with a client CEO, the methods and techniques you use in solving their problem will determine whether or not that customer will ever come back to you in the future.

Every customer knows that at one time or another problems are going to arise, sometimes the problems aren't even your fault. That is not what loses future sales, it's how the problems are handled. Dealing skillfully and properly with an unhappy, angry customer can actually strengthen the future bond with that customer. Each unhappy customer should not only be viewed as a challenge, but an opportunity for future business.

Why are unhappy customers so important?
Studies show that 80% of lost customers are due to poor people skills, rather than the product or service itself.
9 out of 10 unhappy customers return when their complaint is handled satisfactorily.
The unhappy customer has a strong emotional connection to your company, and is much more likely to talk with friends and associate. An unhappy customer will tell 6 to 9 people their experience.

The methods and techniques provided in this video work in virtually all situations, regardless of the product or service and irrespective of the position of the unhappy customer and the salesperson or customer service representative.

In this "American Business Video" you will learn that the anger of an upset customer is not directed at you personally. You will learn to take care of people in the manner in which they want to do business and be treated.

Once you learn to recognize an upset customer's social or behavioral style, you have the key information needed to best deal with them. People generally fall into one of four major categories, depending on what is important to them and what they tend to focus on. These behavior types are:
Business Focused People
Task Focused People
People Focused People
Social Focused People

The skills learned in this video apply equally well inside every company when it comes to dealing with fellow employees, plus business associates outside your company and in the community.