Online Video: Communicating with Customers - Digital Media
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Communicating with Customers

 
Video Overview
  • Several different companies expect employees to deliver customer service and customer satisfaction.
  • A customer service rep explains a “first call resolution” policy, allowing her to solve customer problems immediately.
  • Workers explain how to find out what a customer wants—listen.
  • Hotel managers tell how a customer mistakenly thought the staff misplaced her suitcase, then complimented a worker on resolving the problem.
  • Workers discuss difficult customers; customer service reps offer advice for good phone service.
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Extension Activities

Workforce Essential Skills Synopsis (pdf)

More about Workplace Essential Skills
More Episodes OF Workplace Essential Skills

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