I have a treat for you today! A free module from my customer service online training. I’m so excited to be sharing this with you! I began thinking about and conceptualizing this training during a drive […]
Customized Engaging Online Customer Service Training
Category: customer service videos
Train Remote Agents With These Free short Videos
Mini-Workshop – The 3R De-escalation Method Control Calls with “Friendly” Customers 4 Things Customer Service Agents Can Do to Convey Empathy to Customers This is How to Move Calls to Closure How to Acknowledge Customer Concern- […]
Myra Golden’s Slide Deck from ICAE in Newport Beach: Verbal Aikido as a Strategy for Handling the Consumer Vigilante (Extremely Difficult Customers)
I had such a fun Monday! I taught Aikido! Well, I taught verbal Aikido. On Monday, I had the privilege of being the opening keynote speaker at the Insurance Consumer Affairs Exchange Conference (ICAE) in […]
[Video] 15-Minute Skill-Sharpener — How to Handle Irate Customers
Imagine your next phone call is from an angry, irate customer and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, watch this excerpt from […]
Rachael Ray Tries to Stump a Zappos Rep
Word on the street is there is no stumping a Zappos Customer Service Representative. Rachael Ray decided to test that out. Rachael Ray is the infamous long-winded caller nobody likes to get. Watch how the […]
The Issue is Not the “Issue.” It’s how the issue is “handled.”
Here’s a “throw-back” customer service training video from our early years. But the point remains relevant today. Most times, the problem the customer experienced isn’t the issue at all. The company’s response to the presented […]