Hotlines. Solving problems. Episode 11
Description
When faced with a problem, staff need to clarify the issues clearly and constructively. They should be resourceful when offering plans or solutions. Key Learning Points: listen to the problem, express concern or apologize, commit to helping, clarify the details, summarize and confirm, provide a solution ASAP, check satisfaction and offer more.
Runtime
12 min
Series
Subjects
Genre
Date of Publication
2006
Database
Alexander Street
Direct Link
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