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The Call of The Mummy

State & Local Government and Education Customers: Through June 30 2017, save big when you purchase multiple copies of this title, or purchase it with other CRM Learning, Media Partners and/or Vivid Edge titles. The first copy/title will be at 10% off and additional copies/titles will be at 25% off. We'll apply the discounting when we process your order. See a list of all CRM Learning, Media Partners and Vivid Edge titles

In today's competitive marketplace, even just one bad experience can cause a customer to take their business to another company. This video shows viewers how to identify moments of truth that they can use to retain your customers.

Benefits:
  • Shows do's and don'ts of telephone service
  • Increases professionalism by CSRs
  • Improves customer satisfaction
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Developed and produced in-house by CRM Learning, this title is among the industry's best--reflecting our tradition of excellence and effectiveness. All CRM Learning discounts apply.

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Includes sample pages from the leader's guide and participant materials.


Call of The Mummy

CRM Produced

Run time: 19 Minutes

Telephone customer service representatives (CSRs) are often the first point of contact for customers. Organizations expect their CSRs to provide the empathy, knowledge and problem solving abilities that keep customers happy. That's a lot to expect and with the right basics, CSRs can provide that excellent service.

When a customer or potential customer calls and speaks to a CSR, there is that "Moment of Truth" during which the customer evaluates the organization. It may be a subconscious mental rating or, after a few encounters, a deliberate one. If the perception is poor, the customer will probably never change their negative assessment.

Viewers will learn eight key skills for quality customer service:
  1. Use good communication skills
  2. Know your products and services
  3. Personalize the call
  4. Listen carefully to callers
  5. Encourage complaints
  6. Manage complaints with a service recovery plan
  7. Stay calm -- give feedback and offer a solution
  8. Recognize opportunities to make a sale
Entertaining and engaging vignettes illustrate the do's and don'ts of telephone work. The "mummy", who has trouble giving good service, is eventually unbound as he learns the skills.

Contents

  • DVD
  • Leader’s Guide PDF
  • Participant Workbook PDF
  • (Support materials will be emailed to buyers)

Testimonials


Praise for Call of the Mummy:

"While this program is primarily about telephone service, it has a lot to say about customer service in general: the importance of product knowledge, the importance of encouraging complaints, the importance of moments of truth, empathy and much more. Once the CSR has mastered these basics, they're well on their way to having many successful moments of truth with their customers."
-Bob Pike
-Chairman/CEO
-The Bob Pike Group






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For Federal Government Customers.
SAM Registration: Active
Expiration: 11/18/2017 Cage Code: 0C9A3

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