SKU: ENGSI-CROSS
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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, service representative Valerie receives a call from Lois, a customer from another culture. Valerie speaks quickly and uses slang, frustrating Lois. Valerie is impatient with Lois’ accent and English, and belittles her, despite the fact that Lois has taken the time to learn Valerie’s language. Valerie insults Lois, and loses a customer.
In Part 2, Valerie approaches the same situation differently, adapting to the customer’s unique needs. Valerie speaks slowly, clearly, and properly. When Lois uses unfamiliar words, Valerie seeks to reframe to understand her. Despite being challenged by the communication difficulties, Valerie takes personal responsibility, finds a solution, and ultimately triumphs with yet another happy customer.
Training Points
Avoid slang - use proper language
Be patient with accents, unfamiliar terms
Speak slowly, clearly
Respect and appreciate the customer’s effort to learn your language
Reframe and seek alternates to barriers
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