- The Call of the Mummy Training Video Learning Points...
- Use good communication skills
- Know your products and services
- Personalize the call
- Listen carefully to callers
- Encourage complaints
- Manage complaints with a service recovery plan
- Stay calm -- give feedback and offer a solution
- Recognize opportunities to make a sale
Call of the Mummy video
Languages: English
Length: 19:00
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When a customer calls and speaks to a CSR, there is a "Moment of Truth" during which the customer evaluates the company. It may be a subconscious mental rating or, after a few encounters, a deliberate one. Research has shown that...
positive perceptions of an organization's service can offset negative perceptions of its products
But, if the perception of customer service is poor, the customer will probably never change his or her negative assessment of the organization.
So in today's competitive marketplace, when just one bad experience can cause a customer to take their business to another company, it's crucial that every service opportunity, or "Moment of Truth," no matter how brief, make a great impression.
Using entertaining, engaging vignettes featuring CSRs in business, government and healthcare to illustrate the do's and don'ts of customer service on the phone, the Call of the Mummy training video can help your organization put its best foot forward.
Purchase Package Includes
- 1 Call of the Mummy video
- 1 Leader's Guide
- 1 Participant Workbook
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This films offers a refreshingly creative approach to telephone customer service training, although the mummy theme was a bit overdone by the end of the film. The information is memorable, practical, and behavior-based.
- PROS
- Poor service scenarios are creative and amusing.
- Film offers practical, easy-to-remember tips.
- Film addresses realistic challenges telephone CSRs face every day.
- CONS
- Some solutions seem a bit too easy and idealistic.
reviewed by 4 people
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Debbie M.(Sales Training Manager, GHCU)
he program dealt with realistic situations a call center customer Service rep might experience. The solutions were somewhat 'easy', but for the most part, worked for illustrating the recommended behaviors.
There was humor without being over the top. The mummy costume was too cornball and not done well. The narrator would've worked better with more energy since it was a somewhat campy program.
The learning points are very appropriate and the actors (except the mummy) believable.
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