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Courses /What Do You Say?
What Do You Say?
Handling Uncomfortable Customer Service Situations
22 minute streaming video
English and Spanish
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Help employees face awkward, difficult, and even uncomfortable situations.
This unique program boldly addresses a range of situations employees may not feel equipped to handle by offering them the right words to say during such encounters. Presented from a customer's perspective, this course will reinforce your service standards and enhance any customer service training you currently provide.
When it comes to customer service challenges, the first few seconds and an employee's first few words determine success or failure.
Fast-paced, energetic, and loaded with excitement, What Do You Say? puts employees on the hot seat as they are challenged with more than 30 awkward, intimidating, sometimes overwhelming customer situations. It then provides realistic, practical answers that they can use on the job immediately.
Viewers learn the key words and phrases needed to handle tough customer moments with ease. They build confidence for a variety of customer service situations, including:
- Your guest is disappointed
- Your guest won't let you help
- It's NOT about business
- When you can't say yes
- Your guest feels wronged
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