Bridge cultural and communication differences with the universal language: great service!
A new customer service scenario, designed for today's high-efficiency, money-saving training needs. In Part 1, service representative Valerie receives a call from Lois, a customer from another culture. Valerie speaks quickly and uses slang, frustrating Lois. Valerie is impatient with Lois' accent and English, and belittles her, despite the fact that Lois has taken the time to learn Valerie's language. Valerie insults Lois, and loses a customer.
In Part 2, Valerie approaches the same situation differently, adapting to the customer's unique needs. Valerie speaks slowly, clearly, and properly. When Lois uses unfamiliar words, Valerie seeks to reframe to understand her. Despite being challenged by the communication difficulties, Valerie takes personal responsibility, finds a solution, and ultimately triumphs with yet another happy customer.
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Avoid slang -- use proper language
Be patient with accents, unfamiliar terms
Speak slowly, clearly
Respect and appreciate the customer's effort to learn your language
Reframe and seek alternates to barriers
Easy-to-use -- includes facilitators manual designed by service experts
Highly engaging -- quick-paced, lifelike scenario gains and retains attention
Save money -- all the quality at 60% off the typical price
Save time -- quick program for efficient learning and behavioral change
Versatile -- use for meetings openers, training sessions, and more
Broadcast-quality DVD Length 4:33
Filmed in HD with professional cast and crew
Facilitators guide on CD-ROM includes Facilitator's Guide, Activities, Discussion Questions, Student Worksheet, PowerPoint file, Pre and Post-Training Assessment
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