Customer Service Excellence - Segment 4 - Clip 3

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Uploaded by on May 15, 2009

Segment 4 closes the DVD with a discussion of legal issues, such and privacy and confidentiality, HIPAA, dealing with the press, and how to handle threats from angry callers. It also covers identifying and handling concerns that need to be escalated to company higher-ups. Finally, it provides some great insight on guiding and training agents, so that they don't say the wrong thing.

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Education

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Standard YouTube License

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