Video Vignettes ID: 2994

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.

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No Problem! - You’re The Third Person I’ve Talked To!3 min
Video Vignette

No Problem! - You’re The Third Person I’ve Talked To!

Video with graphics and narrator
CC HD 1080
No Problem! - You’re The Third Person I’ve Talked To!3 min
Video Vignette

No Problem! - You’re The Third Person I’ve Talked To!

Video without narrator
CC HD 1080

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Secure USB must be seated in computer in order to run. Content can't be copied or downloaded. Video will not stream on networks. License fee allows access to content for three years. Associated discussion/workshop materials will be delivered digitally.

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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:

  • Empathize
  • Assure you can help
  • Get information
  • Explain your actions

More From the Series: No Problem! Serving Others with Respect™

Related Programs & Training Ideas

Categories & Details

Also Available as

TrainingBriefs® Diffusing Customer Emotions
TrainingBriefs® Course
TrainingBriefs® Diffusing Customer Emotions

Topics

Competencies

  • Manage Customer Experience

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