Business Performance Group

A new customer service "short" scenario, designed for today’s high-efficiency, money-saving training needs.

In Part 1, service representative Valerie receives a call from Lois, who is from another culture. Valerie speaks quickly and uses slang, which is frustrating to Lois. Valerie is impatient with Lois’ accent and English, and belittles her, despite the fact that Lois has taken the time to learn Valerie’s language. Valerie insults Lois, and loses a customer.

In Part 2, Valerie approaches the same situation differently, adapting to the unique needs of this customer. Valerie speaks slowly, clearly, and properly. When Lois uses unfamiliar words, Valerie seeks to reframe to understand. While challenged by the communication difficulties, she takes personal responsibility, finds a solution, and ultimately triumphs with yet another happy customer.

Purchase the Service Impact Series for just $895.00 and includes:

1. Service Impact: The Angry Customer

2. Service Impact : Levels of Learning

3. Service Impact: Dimensions of Service

4. Service Impact: Cross-Cultural Communication

5. Service Impact: Credibility Through Honesty

Key Training Points:

• Avoid slang- use proper language
• Be patient with accents, unfamiliar terms
• Speak slowly and clearly
• Respect and appreciate the customer’s effort to learn your language
• Reframe and seek alternates to barriers

Product type: DVD

Video length: 5 Minutes

Available languages: English