telephone courtesy and customer service

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Telephone Courtesy & Customer Service
Finch
1987

Think of a customer service course you are being forced to attend. This is that workbook. It reminds me of something that would be mandated so someone can check off a box on a form. Of course one should use courtesy answering customer calls. They should also be mindful of word choice. However, some seriously big gaps exist in this training:

  • Customer emergency – someone on the line in trouble (health or whatever)
  • Angry customers – How do you handle those swearing and yelling?
  • Customer threats – this can run the gamut to mild intimidation up to a bomb threat