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Delivering Balanced Customer Service

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Product ID
sskubfcs_vod
Training Time ?
17 to 37 minutes
Language(s)
English
Video Format
High Definition
Required Plugins
None
Number of Lessons
8
Quiz Questions
20
Closed Captioning
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Man talking with phone in hand Woman and man on the phone with each other Woman talking
Overview

Delivering Balanced Customer Service

Being friendly, enthusiastic, helpful and professional hour after hour on the telephone is a challenge for any customer service representative. This Delivering Balanced Customer Service course has the cure for the phone center blues. This training course shows customer service personnel how to strike the right balance of friendliness and professionalism to inspire confidence in callers.

The training explains the importance of maintaining your energy and keeping a smile on your face and in your voice with every call you take. Recognizing every call is unique, and displaying empathy for the caller is stressed here. Preventing negative emotions from leaking into conversations with customers is strongly emphasized. Viewers are left with a powerful message, easy to remember and put into action: A phony smile is better than a real frown.

In today’s competitive business environment, so much hinges on the quality of customer interactions with service representatives. This video training is inspiring and motivational, yet practical and realistic. It should be viewed by everyone who interacts with customers on the telephone.

Video on Demand   This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 30 days to complete the course
Audience

All customer service representatives, call center personnel and help desk personnel

Topics
The course presents the following topical areas:
  • Introduction
  • What Is Business Friendly Customer Service?
  • Every Call Is Unique
  • Solve The Problem - Don't Argue
  • Show Empathy
  • Smile
  • Avoid Emotional Leakage
  • Review

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