Telephone Customer Service-Basic and Advanced CSR Skills
- Grade Level: Adult
- Subjects: Customer Service, Communication
- Produced By: Kantola Productions, LLC
- Year: 2000
- Country: United States
- Language: English
- Running Time: 26m
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If you need a heavy-duty video that covers all aspects of telephone selling and customer service, this is your tape. The scene is a call center. Viewers watch as this very challenging job is broken into ten skill sets: 1. Listening effectively; 2. Extending common courtesy; 3. Avoiding the wrong impression; 4. Using the customer's language; 5. Gathering customer information; 6. Satisfying the angry customer; 7. Managing technology; 8. Writing effective email; 9. Preparing a mental script; 10. Closing the conversation. Each of these skill sets is explained carefully with examples, and useful hints. Use the whole video as an overview, or create a training session based on just one or two of the skill sets as needed.