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.

Study Guide

A companion study guide is available. To learn more, click here.

Video Samples

Courtesy applies throughout the call.

Product and system knowledge are essential.

A simple method for handling complaints.





Customer Service: The Telephone Connection is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your materials within 30 days for a full refund.