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Hotlines. Episode 11, solving problems / produced by Ash Quarry Productions.
Academic Video Online: Premium - United States Available online
Academic Video Online: Premium - United States- Format:
- Video
- Series:
- Academic Video Online
- Language:
- English
- Subjects (All):
- Call centers--Employees--Training of.
- Communication.
- Customer relations.
- Genre:
- Instructional films.
- Physical Description:
- 1 online resource (12 min.).
- Place of Publication:
- Bendigo, Victoria : Video Education Australasia, 2006.
- Language Note:
- In English.
- Original language in English.
- 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.
- Notes:
- Title from resource description page (viewed Apr. 28, 2014).
- OCLC:
- 890733028
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