What Do You Say?
Program length: 22:00
Presented from a customer's perspective, What Do You Say? will teach front line employees the right words to use when faced with awkward, difficult, or challenging customer service moments.
When it comes to customer service challenges, the first few seconds and your first few words determine your success or failure.
Fast-paced, energetic and loaded with excitement, What Do You Say? training puts employees on the hot seat as they are challenged with more than 30 awkward, intimidating, sometimes overwhelming customer situations. It then provides realistic, practical answers that they can use on the job immediately.
A powerful tool that no employee should be without, the What do you Say? Employee Handbook takes over where the training leaves off, providing practical answers to more than 100 difficult customer service situations, including disruptive guests, diversity challenges, disability issues, etiquette and more.
What Do You Say? will help you learn key words and phrases necessary to handle tough customer situations with ease and confidence when:
Your guest is disappointed
Your guest won't let you help
It's NOT about business
You can't say yes
Your guest feels wronged