Building Amazing Organizations
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Preview Video
Course Format
Video on Demand  
Video On Demand
Product ID
tdocffph_vod
Continuing Education Units (CEUs)
0.0
Training Time ?
19 to 24 minutes
Language(s)
English
Video Format
Standard Definition Wide
Devices Supported
Browsers Supported
Android, Chrome, Internet Explorer 9, Internet Explorer 10, FireFox, Safari Mac OS, Safari iOS, Blackberry
Required Plugins
None
Number of Lessons
8
Quiz Questions
10
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Technologies, Inc.
Original Content Producer
Telephone Doctor
Course screen Course screen Course screen
Overview

This online video training educates viewers on the potential risks of negative phrases to customer relationships. Viewers learn how to better choose their words when speaking with the public.

Every time the phone rings at your office there is an opportunity to gain or lose business. This training teaches employees how to recognize the impact their words have on your customers. Examples are shown of how customers react to the “Five Forbidden Phrases,” followed by examples of more appropriate ways to respond.

Appropriately chosen words make all the difference in gaining and maintaining customer relationships. Any employee a customer could come in contact with can change how the customer feels about your business. Use this training to better prepare employees to provide excellent customer service.

This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 60 days to complete the course
Audience

Customer service representatives and other employees in customer-facing positions

Topics
The course presents the following topical areas:
  • Introduction
  • I Don't Know...
  • We Can't Do That...
  • You'll Have To...
  • Just a Second
  • No...
  • Bonus Tip: Silence
  • Review

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