Tuning in to the customer
Description
This program offers techniques for hearing what the customer is really saying, in words and with body language. It stresses the importance of listening, shows common barriers to what seems like (but isn't) an ordinary skill, and explains how and when to express empathy, ask questions, paraphrase, and summarize. It further explains the interpretation of nonverbal signals from the customer; covers such problems as tuning out, interruptions, impatience, and contact overload; and shows when and how to change the subject.
Runtime
20 min
Series
Subjects
- Office practice (56)
- Customer services (86)
- Office management (90)
- Filing systems (38)
- Typewriting (36)
Genre
Date of Publication
[2007], c1991
Database
Films on Demand
Direct Link
https://www.remote.uwosh.edu/login?url=https://fod.infobase.com/PortalPlaylists.aspx?wID=102638&xtid=2905
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