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Hotlines. Episode 7, handling upset customers / produced by Ash Quarry Productions.
- Format:
- Video
- Series:
- Academic Video Online
- Language:
- English
- Subjects (All):
- Call centers--Employees--Training of.
- Call centers.
- 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:
- 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.
- Notes:
- Title from resource description page (viewed Apr. 28, 2014).
- OCLC:
- 890730746
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