Part of the Service Impact Series, Credibility Through Honesty is easy to use and includes a facilitator’s manual designed by service experts. The content is highly engaging, quick-paced, and complete with lifelike scenarios to show how honesty remains the best policy when it comes to customer service. Save time and money with this versatile customer service training—great for meeting openers and individual and group training sessions.
In Part 1, an overwhelmed service representative, Terry, receives a call from a frustrated customer, Justine. When Terry realizes he forgot about Justine's case, he tries to end the call before his manager finds out. He refuses to admit his mistake, and then lies. When caught by Justine, he blames his company and reveals sensitive inside information. When Justine asks to speak with his manager, Terry lies about his name and hangs up, costing the company a valuable customer.
In Part 2, Terry approaches the same situation differently. He promptly admits his mistake and apologizes. He takes responsibility and ownership, immediately schedules corrective action, and accommodates Justine. He solves the problem, and wins another satisfied customer.
A BWM release