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Call Number   HE8788 Han
Title   Handling upset customers [videorecording] / Eve Ash Pty Ltd. ; Seven Dimensions.
Availability   All items

  		TP LibraryLibrary Info
Series   Hotlines ; 8
Add. Author   LinkAsh, Eve.
Add. Author   LinkSeven Dimensions (Firm)
Publisher   [Glen Waverley, Vic.] : Training Direct [distributor] ; Training Point.net, [2006?]
Description   1 videodisc (12 min.) : sd., col. ; 4 /3/4 in.
Summary   One of the toughest challenges for call centre operators is dealing with an upset and emotional customer. They should be resourceful when offering plans or solutions, and should try to work out what the customer needs, and make sure to listen sympathetically, apologise, take responsibility now, outline the plan to help and gain customer agreement.
System requirements   DVD.
Subject Heading   LinkCall centers -- Employees -- Training of.
  LinkCustomer relations.
  LinkConsumer complaints.
  LinkConsumer satisfaction.
Record ID   000231166

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