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Hotlines. Episode 7, Handling upset customers /

One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. They have to work out what the customer needs. Key Learning Points: listen sympathetically, apologize, take responsibility now, outline the plan to help, and gain customer agreement.

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.
Instructional films.
Films de formation.
Online Access:Connect to this streaming video (Alexander Street Press)
Description
Summary:One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. They have to work out what the customer needs. Key Learning Points: listen sympathetically, apologize, take responsibility now, outline the plan to help, and gain customer agreement.
Item Description:Title from resource description page (viewed Apr. 28, 2014).
Physical Description:1 online resource (12 min.).
Playing Time:00:11:49