DVD Training Videos
A short telephone service video to help customer service teams understand the value of proper communications in a variety of customer situations involving cultural diversity. Available individually or as part of the Customer Service Impact! Series.
A short telephone service video to help customer service teams understand the value of proper communications in a variety of customer situations involving cultural diversity. Available individually or as part of the Customer Service Impact! Series.
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.
Formats Available | DVD |
Duration | 4 min |
Supporting Materials | Facilitator's Guide on CD: Activities, Discussion Questions, Student Worksheet, PowerPoint, Pre and Post-Training Assessment |
Language | English |
Languages Available | English |