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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.
In today's competitive marketplace, when 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, makes a great impression. Call of the Mummy will aid your employees in recognizing that moment.
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 can help your organization put its best foot forward.
Languages Available (sold separately): English, Bahasa Indonesia (subtitled), Chinese Traditional (subtitled)