000			02191cgm a2200205u 4500
007			vz
008			100413||||||||||||--- vleng|u
245	0	0	_aTelephone customer service _h[videorecording] : _bbasic and advanced CSR skills.
260	0		_aMill Valley, CA : _bKantola Productions, LLC.,
300			_a1 x DVD ; _c26 mins.
520			_aSet in a real-world call center, this telephone training video teaches the skills necessary for smooth, professional customer service over the phone. It shows the right way to make a good impression on customers, and how to handle all calls successfully. The kind of service that customers receive over the phone is a good indication of how an organization is run. Too often, customer service representatives (CSR) are bogged down by distractions and misunderstandings, hearing what they want to hear and thinking about what they're going to say next. Being an effective listener is the first step toward customer satisfaction. Viewers learn ten valuable telephone customer service skills: Listening effectively. Extending common courtesy. Avoiding the wrong impression. Using the customer's language. Gathering customer information. Satisfying the angry customer. Managing technology. Writing effective email. Preparing a mental script. Closing the conversation. Each of these telephone customer service skills is explained in detail, which makes it ideal for training—you can use the whole video all at once as an overview, or create training sessions based on just one or two of the skill sets at a time. Being a customer service representative can be a tough job. The goal of a CSR is to demonstrate customer appreciation and leave everyone feeling fulfilled. By developing your phone reps' competencies, this program will help them become more effective with your customers while at the same time increasing their own job satisfaction and reducing burnout.
650		4	_aCustomer Service _vVideo.
650		4	_aCommunication _vVideo.
650		4	_aNew Training _vVideo.
650		4	_aPhone Skills.
005			20170126095924.0
001			52811
003			UOWD
942			_cDVD
999			_c20208 _d20208