Whenever someone answers a company phone, they make an impression on the caller. Whenever a letter is written on a company's stationery, it makes an impression on the person who reads it. Whenever a receptionist greets a visitor, his or her manner makes an impression on that customer.

When a customer has a bad experience with a customer service representative-or a company employee-the blame doesn't fall on the employee, but on the company. And each dissatisfied customer will tell 9 or 10 of his or her acquaintances about the bad experience. For this reason it's vital for employees to know-and-follow-the keys to successful customer service.

Includes Leader's Guide & Employee Workbook

Producer: Safety Source Productions

Runtime: 23 Minutes