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Call Number
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HE8788 Han
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Title
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Handling upset customers [videorecording] / Eve Ash Pty Ltd. ; Seven Dimensions.
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Availability
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All items
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TP Library
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Series
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Hotlines ; 8
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Add. Author
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 Ash, Eve.
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Add. Author
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Seven Dimensions (Firm)
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Publisher
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[Glen Waverley, Vic.] : Training Direct [distributor] ; Training Point.net, [2006?]
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Description
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1 videodisc (12 min.) : sd., col. ; 4 /3/4 in.
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Summary
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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.
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System requirements
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DVD.
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Subject Heading
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Call centers -- Employees -- Training of.
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Customer relations.
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Consumer complaints.
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Consumer satisfaction.
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Record ID
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000231166
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