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The Customer Service Toolkit
CUSTOMER SERVICE | a CRM Release
Program length: 75:00 total running time

State & Local Government and Education customers…

Save 15-20% on this title May 1 through June 30, 2019. See Details

Situation-specific, this video clip library has enough variety to help you build customer service training courses unique to every type of trainee and the areas of service they need to review. Trainers will be able to create highly relevant courses for new-hires and develop refresher courses for seasoned staff. 

The Toolkit contains multiple video clips in these 6 topic areas:

  • Attitude
  • Communication
  • Problem Solving
  • Service Recovery
  • Supervising a Customer Service Department
  • Internal Customer Service
Plus, you will have a variety of video clips in each of these service categories: face-to-face (including field) customer service, telephone service, business-to-business, business-to-consumer, and employee-to-employee/internal customer service. 

Each clip is provided in two formats:
  • With narration and onscreen graphics to set up the scene
  • Without any set-up narration and graphics.
The accompanying Leader's Guide gives context to each clip, suggests where and how to use the clips and explains how to combine clips for maximum impact. Discussion starter questions and activity suggestions are also included.

Also Available:
The Communication Toolkit
The Healthcare Toolkit, Volumes 1 & 2
The Accountability Toolkit


Languages: English, Spanish

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