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Customer Service:
The Telephone Connection

Conflicts in the Workplace: Sources & Solutions

17-minute DVD. $189


39-page study guide.
Sold in packs of 10.
$60 per pack.


DVD Samples

Study Guide Samples

Popcorn Bags

Streaming License

This fast-paced and engaging video covers the core skills needed to work with customers over the phone.

It shows traditional and non-traditional customer service roles, ranging from a mail order company to a medical setting, from a corporate admin to a warehouse supervisor. These different scenes show that everyone in the organization has customers — even if they are internal customers.

The hosts guide viewers through the following important telephone service skills:

  • The greeting
  • Active listening
  • Telephone courtesy
  • Product and system knowledge
  • Complaints
  • Problem solving.

Customer Service: The Telephone Connection provides a perfect refresher for experienced frontline reps and a strong grounding in the basics for new staff members.

Courtesy applies throughout the call.

Product and system knowledge are essential.

A simple method for handling complaints.

Study Guide

This 39-page guide covers the information presented in the course, and includes a quiz, certificate of completion, and more.

To learn more about the Study Guide, you may read the sample section, Telephone Courtesy. You’ll see just how useful the study guide is for your team.

Your Guarantee of Satisfaction

Customer Service: The Telephone Connection is guaranteed. We want you to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return it within 30 days for a full refund.


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Customer Service Group
36 Midvale Road, Suite 2E, Mountain Lakes, NJ 07046
Telephone: (973) 265-2300, Fax: (973) 402-6056
Website: www.CustomerServiceGroup.com
Email: info@CustomerServiceGroup.com
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