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Killer Words of Customer Service

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Preview Video
Course Format
Video on Demand  Video On Demand
Product ID
tdockwcs1_vod
Training Time ?
20 to 35 minutes
Language(s)
English
Video Format
High Definition
Required Plugins
None
Number of Lessons
10
Quiz Questions
15
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Training Content Network
Original Content Producer
Telephone Doctor
Course screen Course screen Course screen
Overview

This course helps customer service representatives avoid upsetting a customer by using the wrong phrases. There are a set of “killer words” and phrases that tend to immediately upset people, even when they are said innocently. Learn how to avoid these negative words and replace them with phrases that lead to a good customer service experience.

The sections of this course demonstrate different ways to help people communicate with their customers better. This starts with avoiding telling customers how to feel and sounding condescending, to suggestions on how to avoid things that make customers feel their representative is not listening. Use this course to prepare customer service representatives to deal with situations they may encounter with customers, what they should not say, and what they should say instead.

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 60 days to complete the course
Audience

People who work with customers

Topics
The course presents the following topical areas:
  • Introduction
  • Calm Down
  • Can I Be Honest With You?
  • No Problem
  • Our Computers Are Slow
  • What's Your Name Again?
  • Yes, But...
  • Sorry, That's Our Policy
  • You Don't Understand
  • Review

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