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It’s Your Call

When you think of the times you’ve had great experiences as a customer, you automatically think of the people who made those experiences happen for you. We all instantly know it when we encounter a remarkable customer service professional, so why is it that some customer service pros just stand out?

Runtime: 26 Minutes
Inclusions:
  • DVD
  • Leader’s Guide & Participant Workbook (combined)
Key Learning Points:
  • Connected – Meet customers “where they are.” Treat them like you’d want to be treated.
  • Attentive – Give every customer your full attention. Guide the call by listening, being clear and checking in.
  • Responsible – Own the call, never take things personally, and follow through. Remember, it’s your call!
  • Enthusiastic – Treat every customer as if they were your only customer.

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When you think of the times you’ve had great experiences as a customer, you automatically think of the people who made those experiences happen for you. We all instantly know it when we encounter a remarkable customer service professional, so why is it that some customer service pros just stand out?

The simple answer is that great customer service professionals make a choice: every day, with every customer, on every call, they choose to do all they can to make their customer’s experience as positive as it can be. In other words, they care.

And it isn’t just that they want to care, it’s that they know how to care. Choose to C.A.R.E. Deliver remarkable customer service by choosing to be:

  • Connected – Meet customers “where they are.” Treat them like you’d want to be treated.
  • Attentive – Give every customer your full attention. Guide the call by listening, being clear and checking in.
  • Responsible – Own the call, never take things personally, and follow through. Remember, it’s your call!
  • Enthusiastic – Treat every customer as if they were your only customer.

From being an active listener and gracefully guiding phone calls, to handling dissatisfied customers and keeping a fresh outlook call after call, It’s Your Call emphasizes personal accountability as it teaches your employees to actively improve their telephone customer service skills.