Video  Finder
Handling Upset Customers
This title is part of the Hotlines Series
Duration: 12 minutes
Synopsis
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
  • Apologise
  • Take responsibility now
  • Outline the plan to help
  • Gain customer agreement
Package Description
DVD with 10 page section in workbook including quizzes and to-dos.
Recommended Audiences
  • Telephone Staff
  • Service Staff
Distributed in the following format(s)
  • DVD
Available in the following language(s)
  • English
Media Type
 Video Recording
Presentation Style
  • Drama
STOCK CODE
HL08
ISBN
9780980353297
Published
Melbourne
Filming location
Australia
Release year
2000
Remastered year
2006
Copyright owner
ClickView
Publisher
Seven Dimensions