Communicating with Customers
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.