Hotlines. Episode 11, Solving problems /

When faced with a problem, staff need to clarify the issues clearly and constructively. They should be resourceful when offering plans or solutions. Key Learning Points: listen to the problem, express concern or apologize, commit to helping, clarify the details, summarize and confirm, provide a solu...

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Bibliographic Details
Corporate Author:	Ash Quarry Productions (Producer)
Format:	Video
Language:	English
Language Notes:	In English.
Published:	Bendigo, Victoria : Video Education Australasia, 2006.
Series:	Business and education in video
Subjects:	Call centers > Employees > Training of. Communication. Customer relations. Centres d'appels (Affaires) > Personnel > Formation. Information. Instructional films. Films de formation.
Online Access:	Connect to this streaming video (Alexander Street Press)

Description
Summary:	When faced with a problem, staff need to clarify the issues clearly and constructively. They should be resourceful when offering plans or solutions. Key Learning Points: listen to the problem, express concern or apologize, commit to helping, clarify the details, summarize and confirm, provide a solution ASAP, check satisfaction and offer more.
Item Description:	Title from resource description page (viewed Apr. 28, 2014).
Physical Description:	1 online resource (12 min.).
Playing Time:	00:11:46