What Do You Say? - DVD (DS)

What Do You Say?
Program length: 22 minutes.

Fun, lively and 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? 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.

Viewers learn the keywords and phrases needed to handle tough customer moments with ease. They build confidence for a variety of customer service situations, including: 

  • Your guest is disappointed
  • Your guest won't let you help
  • It's NOT about business
  • When you can't say yes
  • Your guest feels wronged

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.

Languages: Cantonese, English, Simplified Chinese (subtitle), Spanish, Traditional Chinese (subtitle)