On The Receiving End

Languages: English
Length: 25:00

Customer service can be a challenge when patrons are tongue-tied, unintelligible, or unable to assist themselves. Learning to deal with these difficulties with a smile and excellent telephone communication skills is tricky and effective preparation is essential.

This Call Center training program illustrates how to keep patrons pleasant, happy and satisfied with your customer service. It goes about teaching employees to successful with careful listening, asking to-the-point questions, and understanding what the patron needs. It points to success by showing team members how to clearly lay out options that resolve the issues and coming to a consensus on the best course of action.

• On the Receiving End Video
• Course leader's guide
• Participant worksheets on disk
• PowerPoint slides/OHTs on disk
• Self-study workbook on disk