The Service Mentality

This online training video explains the seven characteristics of good customer service. Some of the characteristics include empathy, balance, and resilience. Accompanying the explanation of each characteristic in the video is a scenario demonstrating the correct way, as well as the incorrect way, of resolving or handling a customer's issue.

Customer service reps (CSR) often encounter irate or difficult customers and sometimes customers take their frustrations out on CSRs who aren't involved with the original problem. Advice is given on how to handle such situations. Another factor affecting how a CSR handles customers is internal workplace conflict. Quickly resolving any conflict can enhance how CSRs handle customers.

The video points out the importance of providing excellent customer service and having a positive attitude toward your work in order to best serve the customer and increase customer loyalty.

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

Individuals who want to improve their customer service skills

• Introduction
• Empathy
• Enthusiasm
• Ownership
• Responsibility
• Adaptability
• Balance
• Resiliency
• Review

• Let Them Know You're Listening
• Customer Service Tip - C.A.R.P. In 1 Minute
• Dealing With Know-It-All Customers In 1 Minute