Customer Service: The Telephone Connection

 
 
 

Length:    17 Minutes
Formats:    Online Training on Kantola’s LMS

  Online Training on Your LMS

  Instant Streaming

  Embedded Clips

  DVD
Captions / Languages:    Closed Captioned

  Spanish

  French

  30+ languages available
  (Call for details)

Excellent telephone customer service doesn’t just happen. It requires dedication, skill—and enthusiasm.

Your voice, responsiveness, and product knowledge are the only tools you have to convey the right impression and build customer loyalty over the telephone.

Our comedic hosts have a lot of fun with this subject, but their underlying message is sincere: telephone customer service is an important job and it has to be done well. You don’t get a second chance once a customer hangs up—unless you leave that customer with a good feeling and the desire to do business with you again.

The “customer” part of telephone customer service
  • The greeting
  • Listening skills
  • Telephone courtesy

The "service" part of telephone customer service

  • Product and system knowledge
  • Complaints
  • Problem solving

This release portrays traditional and nontraditional 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 your “internal customer” coworkers.

Our narrator hosts also touch on the finer points, such as upselling and cross-selling (when an additional product or service would better satisfy customer needs). And they explain how to handle angry or dissatisfied customers in a way that both solves the problem and ultimately strengthens the relationship.

Telephone customer service takes skill and finesse. This video conveys the communication skills and positive attitude necessary to provide service—and project that warmth in your voice, call after call!


Supporting Materials
  

Study Guide:

This 39-page guide goes over the information presented in the course, and includes a Quiz, Certificate of Completion, and more.

$6 each

Sold in packs of 10

20+   $5 ea
50+   $4 ea


Customer Service: The Telephone Connection

KP-CST

17 Minutes

DVD
Online
SCORM 1.2 Course for your LMS

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Full-Length Preview

Online Training

$ 299
Includes access for 25 learners
from $6 ea
Kantola LMS
My LMS

Instant Streaming

$ 149
Single User Access

DVDs and More

 
$199
10-Pack of Study Guides
$60
Customer Service Combination Package
$349
Add Spanish Version
$99

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Reviews

"Keep providing updated customer service videos. I have purchased many that you provide and it's always good to have fresh information."Jenifer Padrick

Mercy Medical Center Laboratory,
Roseburg OR

"I have purchased sexual harassment and discrimination videos from Kantola before and I think your products are excellent.“"Claudia Allred

Human Resources Administrator / Manager
Overland West, Inc.
Ogden, UT
A Kantola Customer Since 2008