Customer Service Essentials (3-part series - Enhanced DVD)
There isn't a replacement for good customer service because customer service representatives are a real-life symbol of the company they represent. When customer service is poor, the entire company is seen in a negative light and today's social media can turn a bad call into a viral reputation management problem.
This series from Films for the Humanities & Sciences Production provides insight into the process of becoming an expert customer service representative and is ideal for training sessions and refresher courses. It explains the basics by using dramatizations of calls, online contact, and personal interaction. Each of the three twenty-minute segments includes dramatization of real conversations followed by a text summarizing what should be observed about the representative's attitude and actions. Additional educational materials to view and/or print are available online.