http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
How to give exceptional customer service
4 videocassettes (224 min.) : sound, color ; 1/2 in. + 1 workbook (44 pages ; 28 cm.).
Discusses the importance of building rapport with customers. Explains how to control the situation with specific phrases, vocal techniques and body language, as well as how to avoid emotional trigger words in phone conversations, how to be an active listener and how to show empathy to get on customer's good side.
v. 1. The total service experience -- v. 2. Delivering service with heart -- v. 3. Pleasing the challenging customer -- v. 4. Becoming a service star.
Litho U.S.A. ; producer/director, Stephen Sealy ; writers, Billy Reilly, Stephen Sealy, Jeff Salzman.
Director of photog, Scott Tuke ; camera, Anthony Orlandind ; editors, Dale Hinkle, Mike Devereux.