Code of Conduct 2019- When No One is Looking (NOL)

How do we perform when no one is looking? Is our...

Tags: code, code of conduct, customer service

Web Discussion - Response B

This is a management exercise. Employees chat on the web about...

Tags: 323, 322, series, customer service, customers, electronic communication

Web Discussion - Response A

Customer service employees chat on the web about a customer's accent....

Tags: 324, 322, branching, preventing harassment, ph14, customer service

Web Discussion

Customer service employees chat on the web about a customer and...

Tags: 324, 323, series, skype, web discussion, forms

Angry Customer C

An angry customer is now calmer but still asks customer service...

Tags: 151, 115, series, matt, 2012, customers

Angry Customer A

A customer misses his plane because he was late and he...

Tags: 152, 151, series, matt, calm, customers

The Oops Email

Co-workers go back and forth about a project via email and...

Tags: email communications, email, customer, communication, customer service, communication strategy

Conference Calls

Co-workers get on a conference call with a customer and start...

Tags: customer, conference call, communication, customer service, phone, rob

Angry Customer B

An irate customer vents to customer service and makes very specific...

Tags: branching, angry, de-escalation, escalation, customer service, mad

Lucy the Receptionist

An introductory scene. A manager hires someone who is not qualified...

Tags: linda , phones, customer service, recruiting, interviewing, wrongful hire

Communication Strategies | Introduction

Tags: conference calls, communication, customer service, communication, context, speech

Customer Service: Introduction

Tags: 2012, communication, tone of voice, customer service

The Rude Customer

A supermarket customer is rude to an employee. This is a...

Tags: 315, 314, series, taylor, rick, leesha