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Killer words of customer service [videorecording] / written by Richard H. Friedman ; produced by David L. Friedman ; directed by Deeds Bonham.

Contributor(s): Series: Telephone Doctor customer service training ; #16Publication details: St. Louis, MO : Telephone "Doctor" ; Australia : Mind Resources [distributor], 2014.Description: 1 videodisc (21 min.) : sd., col. ; 4 3/4 in. + 1 CD (support material ; 4 3/4 in.)Subject(s): DDC classification:
  • 651.73 KIL 2014
Instructor, Nancy Friedman.Summary: This course features eight common phrases which are used innocently every day by customer service staff everywhere. Although these eight phrases are normally used with good intentions, they have the distinct effect of damaging customer relationships. This program illustrates how to avoid the Killer Words and drives home the point that the customers perception is all that matters in service interactions. --Telephone Doctor website.
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Media Resources Taylor's Library-TU 651.73 KIL 2014 (Browse shelf(Opens below)) 1 Available SHTEx,70002,02,CL 1000529096

Instructor, Nancy Friedman.

This course features eight common phrases which are used innocently every day by customer service staff everywhere. Although these eight phrases are normally used with good intentions, they have the distinct effect of damaging customer relationships. This program illustrates how to avoid the Killer Words and drives home the point that the customers perception is all that matters in service interactions. --Telephone Doctor website.