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What Do You Say?

Handling Awkward, Difficult and Uncomfortable Customer Service Situations

22 min. | by Media Partners

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This unique program boldly addresses awkward, difficult, and even uncomfortable customer service situations by offering employees the right words to say during these encounters. Presented from a customer's perspective, this video will reinforce your service standards and enhance any customer service training you currently provide.

Languages: English, Cantonese, Spanish
What's included:

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Product Description

When it comes to customer service challenges, the first few seconds and your first few words determine your success or failure.

Fast-paced, energetic, and loaded with excitement, What Do You Say? puts employees on the hot seat as they are challenged with more than 30 awkward, intimidating, sometimes overwhelming customer situations. It then provides realistic, practical answers that they can use on the job immediately.

Viewers learn the key words and phrases needed to handle tough customer moments with ease. They build confidence for a variety of customer service situations, including: 

  • Your guest is disappointed
  • Your guest won't let you help
  • It's NOT about business
  • When you can't say yes
  • Your guest feels wronged

A powerful tool that no employee should be without, the What Do You Say? Employee Handbook takes over where the training leaves off, providing practical answers to more than 100 difficult customer service situations, including disruptive guests, diversity challenges, disability issues, etiquette, and more.

Product Details

Product Details
Is Best Seller? No
Program Length 22 min.
Format eLearning, USB
Languages English, Cantonese, Spanish
Producer Media Partners

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