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The Service Mentality

Preview video
Preview Video
Product ID
tdoctsme1_vod
Training Time ?
23 to 33 minutes
Language(s)
English
Video Format
High Definition
Devices Supported
Browsers Supported
Android, Chrome, Internet Explorer 9, Internet Explorer 10, FireFox, Safari Mac OS, Safari iOS, Blackberry
Required Plugins
None
Number of Lessons
9
Quiz Questions
10
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Technologies, Inc.
Original Content Producer
Telephone Doctor
Overview

This video details the seven characteristics of a good customer service rep (CSR). Characteristics covered range from empathy to resiliency. The video demonstrates a scenario for each characteristic and highlights the improper and correct ways of handling customers.

The video discusses how CSRs sometimes encounter irate or difficult customers, which can affect how the next customer is handled. Techniques such as how to calm down in between customers are highlighted. Problems or disagreements in the work place or call centers also lead to ineffective customer service. The correct way to resolve internal work place issues are illustrated.

This online training video demonstrates how to meet the customer needs and resolve any issues, while staying in line with the objectives of the company.

Audience

Individuals looking to improve customer service skills

Topics
The course presents the following topical areas:
  • Introduction
  • Empathy
  • Enthusiasm
  • Ownership
  • Responsibility
  • Adaptability
  • Balance
  • Resiliency
  • Review

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