SKU: ENGSI-CRED
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A short telephone service video that is full of impact. Available individually or as part of the Service Impact Customer Service Series.
A new customer service video scenario, designed for today’s high-efficiency, money-saving training needs.
In Part 1, an overwhelmed service representative, Terry, receives a call from a frustrated customer, Justine. When Terry realizes he forgot about Justine’s case, he tries to end the call before his manager finds out. He refuses to admit his mistake, then lies. When caught by Justine, he blames his company and reveals sensitive inside information. When Justine asks to speak with his manager, Terry lies about his name and hangs up, costing the company a valuable customer.
In Part 2, Terry approaches the same situation differently. He promptly admits his mistake and apologizes. He takes responsibility and ownership, immediately schedules corrective action, and accommodates Justine. He solves the problem, and wins another satisfied customer.
Never lie to customers
Take responsibility for mistakes
Take immediate corrective action
Safeguard internal information
Don’t reveal information that could damage your company’s reputation
Facilitators Guide CD-ROM Includes:
Facilitator’s Guide
Activities
Discussion Questions
Student Worksheet
PowerPoint file
Pre and Post-Training Assessment
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