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Results for Program: Glad I Could Help: Real Customer Service Situations for Discussion™
Glad I Could Help illustrates to employees how to respond positively in difficult customer service situations. Employees will see the most common internal and external customer service situations, both over the phone and face-to-face.
How to best handle phone calls while also helping another customer in person.
Correcting mistakes and diffusing a customer's emotions; upholding company policies while meeting a customer's needs at the same time.
Meeting a customer's needs without going against company policy.
Offering internal customers solutions when their needs have not been met.
Handling interruptions effectively; putting your focus on the customer even when you're busy.
Dealing with a customer frustrated by an automated phone system.
Dealing with a customer whose expectations for timely delivery have not been met.
Dealing with a customer who is angry because of being transferred too many times.
Introduce how a service representative's response is the key factor in creative a positive customer experience.
Summarizing key points of the "Glad I Could Help" approach to meeting customers' needs.