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Focuses on customer services skills and business communication techniques. Demonstrates how to communicate effectively with customers, illustrating the importance of attitude, appearance, body language and voice. Presents several on-the-job scenarios where employees deal with a wide range of customers from polite to ornery. Describes how to deal with people in person and on the telephone and show how to diffuse an angry customer. 16 minutes. Closed captioned. One-week loan period. | |