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What Do You Say?

Fast-paced, energetic and loaded with excitement, this program will put employees on the hot seat as they are challenged with more than 30 awkward, intimidating, sometimes overwhelming customer situations. It then provides realistic, practical answers they can use on the job immediately.

Benefits:

Prepares customer servive providers for awkward tough situations
Models appropriate behaviors to help the customer
Builds staff confidence in their abilities to communicate

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What Do You Say?

Run time: 22 Minutes

When it comes to customer service challenges...the first few seconds and the first few words can determine success or failure.

This fun and entertaining program literally answers the question "What Do You Say?" when you're faced with an awkward and difficult customer service moment. Instead of more customer service theory to talk about, this program challenges employees with more than 30 realistic customer service situations.

Viewers learn the key words and phrases needed to handle tough customer moments with ease. They build confidence for a variety of customer service situations, including:

When your guest is disappointed
When your guest won't let you help
When it's not about business
When you can't say yes
When your guest feels wronged

A Media Partners Title

DVD
Leader's Guide
10 Participant Workbooks
10 Reminder Cards

Related Items

To order, please call: 1-800-421-0833

What Do You Say? Participant Handbook $9.95

What Do You Say? Reminder Card $0.50

What Do You Say? Leader's Guide $9.95

180 Ways to Walk the Customer Service Talk, Softcover Book $10.95

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Industry Discounts

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CRM offers discounts to organizations/industries that meet the following requirements:

Educational Institution:
Your organization must be a kindergarten through 12th grade educational institution or an accredited College or University. Education Departments in corporations, healthcare, or government do not qualify.

Government:
Your organization must be a city, county, state, or federal government institution. Government contractors do not qualify for government discounts. GSA discount available to qualifying federal agencies.

Non-Profit:
Occasionally we can offer discounts for 501C(3) non-profit institutions. Please call for details: 1-800-421-0833.

NOTE: We do not offer any discounts on rentals and some discounts may vary, depending on the video program. If we have a promotion or sale, either your industry discount or the sale discount will apply, but not both - we do not "double discount." Discounts are only available on programs over $400.

Please call us to receive any of these discounts: 800-421-0833.

What's Included With Purchase

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DVD
Leader's Guide
10 Participant Workbooks
10 Reminder Cards

Government, Education and Non-Profit Discounts

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5 Day Rental

5 Day Rental: What Do You Say?

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Please Note: Rentals include the video and facilitation materials only. Participant materials such as workbooks, reminder cards, etc. must be purchased separately. Quantity discounts may be available.

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Buy Extra Workbooks

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Extra Workbooks

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You must be purchasing or already own the complete training package to purchase extra workbooks.

Participant Workbooks contain worksheets and reference material that correlate to the exercises and activities described in the Leader's Guide. The workbook helps participants better grasp the subject matter the day of the training and gives them something to refer back to after the training has occurred.

What Do You Say? Participant Workbook:

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Please Note: Orders for 100 or more workbooks may take up to 5 days before shipping.

Reminder Cards

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You must be purchasing or already own the complete training package to purchase extra reminder cards.

Reminder Cards provide a memory aid of key learning points covered in the training, and are distributed to participants at the workshop's conclusion for their use following the session

What Do You Say? Reminder Card:

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Please Note: Orders for 100 or more reminder cards may take up to 5 days before shipping.

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For eligible Federal Government departments and agencies we offer GSA pricing.
Our GSA Contract Number: GS-02F-1431H, expires August 17, 2013.
Call your CRM Learning Government Sales Consultant for more information.

What Do You Say?

What Do You Say?

Run time: 22 Minutes

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