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It's Your Call

Remarkable Customer C.A.R.E. on the Phone

From being an active listener and gracefully guiding phone calls, to handling dissatisfied customers and keeping a fresh outlook call after call, this video emphasizes personal accountability on the part of the service provider. It enables employees to actively improve their telephone customer service skills.

  • Reinforces why it’s important to give remarkable service
  • Shows telephone customer service reps how to deliver excellent service from start to finish
  • Helps minimize the stress associated with the telephone customer service position

This product does not have:
  • Sample Training Guide
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It's Your Call: Remarkable Customer CARE

Run time: 25 Minutes

When you think of the times you've had a great experience as a customer, you most likely think of the people who made those experiences happen. We all instantly know when we encounter a remarkable customer service professional. But what is it about some customer service providers that makes them stand out?

The simple answer is that great telephone customer service professionals make a choice: Every day…with every customer…on every call, they choose to do all they can to make the customer's experience as positive as it can be. In other words, they care. And it isn't just that they want to care, it's that they know how to care. Great customer service providers know they have to stay Connected, Attentive, Responsible, and Enthusiastic.

The It’s Your Call video, shows how to provide this kind of C.A.R.E. by teaching the following:
  • Make a personal connection with each caller.
  • Ask callers questions that will give you valid information about their needs.
  • Keep calls on track.
  • Communicate clearly with customers about what you are doing for them.
  • Avoid taking tough calls personally.
  • Identify ways to maintain your enthusiasm.

Following the training, employees will better understand the specific steps they can take to ensure every caller they talk to has a positive experience.

A Star Thrower Title


  • DVD
  • Leader's Guide, reproducible Participant Workbook on the DV-Rom


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Cage Code: 3Q5F1, Status: Active, Expiration 01/20/2021

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