Hotlines. Handling upset customers. Episode 7
Description
One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. They have to work out what the customer needs. Key Learning Points: listen sympathetically, apologize, take responsibility now, outline the plan to help, and gain customer agreement.
Runtime
12 min
Series
Subjects
Genre
Date of Publication
2006
Database
Alexander Street
Direct Link
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