Ruggero Balduzzi

Classical Maturity in 1978, Degree in Agricultural Sciences with 110 cum laude in 1982 and MBA (Master in Business Administration) from Luigi Bocconi University in Milan in 1983. I began in 1989 the activity of internal trainer to become free lance in 1990. From 1991 to 2002 I followed BMW Italy, BMW AG (Munich) and BMW CH for over 10 years. As a Master Coach at BMW AG I instructed coaches from most of BMW AG's worldwide subsidiaries including the United States and Japan. The professional relationship with BMW has been complemented by the professional relationship with Whirlpool Italy and Europe until 2019 for training on the topics of being a "leader". I have thus accumulated a great deal of experience in teaching on the topics of the interpersonal Customer-Assistant relationship and specifically on the relationship between salespeople, front office service workers (reception and switchboard) and Customers. How to handle the different issues of the relationship with the Customer and in particular the difficult Customer: angry, nervous, anxious, fearful, upset, and last but not least judgmental especially regarding the correlation between price/performance and/or performance/quality? BMW has required its sales and reception-service staff to have ever-increasing interpersonal skills, A specialization in "high level communication skills" with Willie Monteiro supported me in the field with using (and teaching) both persuasive and hypnotic language.