Call of The Mummy
CRM Produced
Runtime: 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.
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 eight key skills for quality telephone customer service.
A CRM Learning Title
Contents
- DVD
- Leader's Guide
- sample Participant Workbook
Related Items
To order, please call: 1-800-421-0833
Call of the Mummy Participant Workbook $ 6.95
Call of the Mummy Leader's Guide $ 14.95
180 Ways to Walk the Recognition Talk, Softcover Book $ 10.95
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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