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Customer Service: So Help Me, Employee Edition

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Course Format
Video on Demand  Video On Demand
Product ID
vvisshme_vod
Training Time ?
15 to 25 minutes
Language(s)
English
Video Format
Standard Definition Wide
Required Plugins
None
Number of Lessons
7
Quiz Questions
10
Closed Captioning
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Training Content Network
Original Content Producer
Video Visions
Course screen Course screen Course screen
Overview

Handling difficult people can be a huge challenge for customer service representatives. But finding a way to work their problem through to a successful conclusion can be a satisfying experience for both the customer and the employee. This video training shows customer service situations that were non-productive for both parties and then presents ways the problem could have been resolved through careful listening and taking responsibility for addressing the concern.

Tips for problem solving include; taking ownership of resolving the problem, explaining what you can do to address a concern instead of what you cannot do, looking carefully for underlying causes of the problem, and showing empathy for the person. When problem solving makes a customer happy, the stress of the job is diminished and personal fulfillment increases. This video shows you how to make your public-facing job rewarding and pleasant, and how to win customer loyalty.

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

Customer service representatives and sales associates

Topics
The course presents the following topical areas:
  • Introduction
  • It's Policy; There's Nothing I Can Do
  • It's Not My Department
  • I've Heard This All Before
  • Let Me Transfer You
  • I'm Happy To Help, But...
  • Review

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