Call of The Mummy
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:
- Use good communication skills
- Know your products and services
- Personalize the call
- Listen carefully to callers
- Encourage complaints
- Manage complaints with a service recovery plan
- Stay calm -- give feedback and offer a solution
- 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.