New Asset

You’re The Third Person I’ve Talked To! (from No Problem!)

Creating Customers for Life

Being on the receiving end of a caller that has been transferred a lot of times - especially when the people they've talked to before haven't been very helpful - can really test your customer service skills. There are a couple of things you can do. Be sure to empathize with the caller. Assure the customer that you can help. And, finally, if it's absolutely necessary to send the call to a manager, ask the customer for enough information to make sure that you can direct the call to the right place. And then explain what actions you're going to take to fix the problem.

Learning Paths & Details

Leadership
Personal Performance
Type: Video Vignettes
Audience: Managers / Supervisors
Available As: Download, USB, USB-2YR, USB-3YR

Topics

Suggested Industry Usage

Competencies

Manage Customer Experience

Buying Options

Library License You may license this asset or the entire video library. Please contact your sales representative for cost-effective license pricing. Enterprise licensing also available.	Sign In to Request Quote
Download License $5.00 (Minimum 100 employees) This license option grants access to the full (complete) video - downloaded in MP4 format.	Employees:
USB Key (1 Year License) $595.00 Secure USB must be seated in computer in order to run. Content can't be copied or downloaded. Purchase price allows access to content for one year. Discussion/workshop materials (when applicable) will be delivered via email.	USB Keys:
USB Key (2 Year License) $1,100.75 Discussion/workshop materials (when applicable) will be delivered via email.	USB Keys:
USB Key (3 Year License) $1,576.75 Discussion/workshop materials (when applicable) will be delivered via email.	USB Keys:

Training Files (10)

EnglishSpanish (NA)Portuguese (Brazilian)GermanFrench

Title	Type	Time/Pages	Language
No Problem! - You’re The Third Person I’ve Talked To! Video with graphics and narrator	Video Vignette	03:20 min	English	Demo
No Problem! - You’re The Third Person I’ve Talked To! Video without narrator	Video Vignette	02:50 min	English	Demo

Additional Information

This scenario is a great example where even though the customer was asking to talk with a manager, the customer service rep tried to handle it without going to the manager. There are four key action steps that can be used: