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Kantola offers a range of programs to help your customer-facing employees excel!
DEALING WITH THE IRATE CUSTOMER
The guidelines presented in this 21-minute video will help your staff calm angry customers. Once angry customers come around, they’re more likely to work with you to find a resolution that solves their complaint yet is fair to your organization.
LISTENING UNDER PRESSURE
Use this 14-minute training video to teach employees three core listening skills:
• Attentive listening—avoiding interruptions and other distractions
• Active listening—asking questions that address the client’s concerns
• Objective listening—keeping an open mind and avoiding rushed conclusions
CUSTOMER SERVICE: THE TELEPHONE CONNECTION
Viewers learn the customer part of telephone customer service—the greeting, listening skills and telephone courtesy—and the service part: product and system knowledge, handling complaints, and solving problems.
The video also explains the finer points of telephone customer service, such as upselling and cross-selling.
THE ART OF CUSTOMER SERVICE
This short humorous video is the perfect meeting-opener for customer-facing employees. Restaurant employee Rick brags about going the extra mile—giving away free deserts—when he regularly fails to provide the basics of customer service. After Rick experiences a painful lesson in poor customer service he decides to pay closer attention to what really matters to customers.
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