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Published on May 15, 2009
The reenactments in segment 2 depict situations your employees encounter on a daily basis. They'll learn verbiage and strategies that will help them resolve customer issues such as contacting the wrong on-call person, dispatch errors and delays, long holds or over-rings, and a variety of different agent errors. The segment presents many actual resolution strategies, all of which include a course of action that uses empathy and understanding, apologizing when truly at fault, and determining the best course of action with followup as a means to maintaining good customer relationships.