Human Resources Training Products
Service Impact: Credibility Through Honesty
A new customer service "short" scenario, designed for today’s high-efficiency, money-saving training needs.
In Part 1, Terry, an overwhelmed service representative, receives a call from Justine. When Terry realizes he forgot about her case, he tries to end the call before his manager finds out. He refuses to admit his mistake, then lies. When caught by Justine, he blames and reveals sensitive information about his company. When Justine asks for his manager, Terry lies about his name and hangs up, frustrating and likely losing a valuable customer.
In Part 2, Terry approaches the same situation differently. He promptly admits his mistake and apologizes. He takes responsibility, immediately schedules action, and accommodates customer. He solves the problem, and wins another satisfied customer.
Purchase the Service Impact Series for just $895.00 and includes:
- Service Impact: Credibility Through Honesty
Key Training Points:
- Never lie to customers
- Take responsibility for mistakes
- Take immediate corrective action
- Safeguard internal information
Product type: DVD
Video length: 4 Minutes
Available languages: English