Customer Service: The Telephone Connection


17-minute DVD.

SKU: ACST001 Category:


This fast-paced and engaging video covers the core skills needed to work with customers over the phone.

It shows traditional and non-traditional customer service roles, ranging from a mail order company to a medical setting, from a corporate admin to a warehouse supervisor. These different scenes show that everyone in the organization has customers — even if they are internal customers.

The hosts guide viewers through the following important telephone service skills:

  • The greeting
  • Active listening
  • Telephone courtesy
  • Product and system knowledge
  • Complaints
  • Problem solving.

Customer Service: The Telephone Connection provides a perfect refresher for experienced frontline reps and a strong grounding in the basics for new staff members.