Customer Service: So Help Me, Employee Edition

Handling difficult people can be a huge challenge for customer service representatives. But finding a way to work their problem through to a successful conclusion can be a satisfying experience for both the customer and the employee. This video training shows customer service situations that were non-productive for both parties and then presents ways the problem could have been resolved through careful listening and taking responsibility for addressing the concern.

Tips for problem solving include; taking ownership of resolving the problem, explaining what you can do to address a concern instead of what you cannot do, looking carefully for underlying causes of the problem, and showing empathy for the person. When problem solving makes a customer happy, the stress of the job is diminished and personal fulfillment increases. This video shows you how to make your public-facing job rewarding and pleasant, and how to win customer loyalty.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

Customer service representatives and sales associates

• Introduction
• It’s Policy; There’s Nothing I Can Do
• It’s Not My Department
• I’ve Heard This All Before
• Let Me Transfer You
• I’m Happy To Help, But…
• Review

• Vulnerable Customers In 1 Minute
• Verbal Holding In 1 Minute
• Service Orientation In 1 Minute