TRAINING PRODUCTS FOR THE WORKPLACE - 1.800.488.0319
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Phone: 1-800-488-0319
Fax: 1-253-588-0815
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Lakewood, Washington 98499
The Case of the Vanishing Customer: Coping with customer conflict
Produced
- 1992
Key Features
28 minute DVD video and a Leader's Guide
The power of behavior, the theme of the video If Looks Could Kill, revisited in this new video with the emphasis on managing emotions.
To view an online preview of this program, click here:
The Case of the Vanishing Customers online preview
In the same way that you can choose your behavior to influence the way others act, you can also choose your emotions. By preventing unwanted emotions (such as anger or boredom) and actively promoting positive emotions (such as enthusiasm and cheerfulness), you can transform the behavior of even the most difficult customer.
The peaceful country town of Striving-under-Stress is in turmoil, with emotions getting in the way of business relationships. Enter amateur sleuth Miss Craddock to explain to local employees and businesspeople how to recognize and control their emotions. For example, Mr. Garden the florist learns how to interpret a customer’s comments not as a personal criticism (an unwanted emotion) but positively. He learn to react with humor or sympathy to turn criticism into constructive discussion. Soon everyone realizes that it is up to them to choose what emotions they want to show.
The video is also suitable for use in sessions dealing with conflict management in relations with suppliers and internal customers.
Learning Objectives:
- Stop--Choose the emotion you wish to convey before you react
- Think--How you would feel if you were the customer
- Act--In a way that offers help, not hindrance
Suggested Uses:
- Orientation
- Interpersonal skills
- Customer service
The video "preview" clip offered above requires that Windows Media Player is installed on your computer. To add this media player product, download from Microsoft Windows Media Player.
This product is available for sale only within the United States of America.
Related Items
- If Looks Could Kill: The Power of Behavior - REVISED
- This program is designed to ensure your customer-facing staff learn how their behaviour can be used to improve customers’ attitudes, and create new sales opportunities......
