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Part of the Just A Call Away Series on telephone skills.
Even over the telephone, the person at the other end of the line can see your attitude - and attitude counts for everything!
Using a realistic scenario of a customer backed into a corner, this video reveals to your CSRs some simple steps to exhibiting great attitude over the phone.
The difference between ordinary service and great service is attitude. Jackson Smith has missed his plane and there’s an emergency at home. The next flight is hours away. Jackson calls another airline to see if they can help out.
This is where he meets Billy. Billy is a nice guy, but with only six minutes to go until the end of his shift, the last thing he wants is to deal with a problem.
Through Billy we discover how our attitudes can profoundly affect the lives of other people. After a few false starts, Billy eventually gets it right, and Jackson makes it home on time.
Participants will learn to:
- Communicate using more than words
- Appreciate the importance of first impressions
- Be, and sound, sincere and interested
- Turn prospects into advocates
- Feel good about offering great service
- DVD (15 Minutes)
- Leader’s Guide
Produced by CRM Learning