Title: Effective Customer Service

Duration:  42mins 40 secs

Overview

This is a customer service training video, designed to help professionals and teams improve their customer support skills by mastering key strategies for handling challenging interactions.

The video teaches how to excel in customer service by showcasing best practices, role-play scenarios, and clear steps agents can follow to maintain professionalism and satisfaction in their responses.

 Learning Objectives

1. Understand the key principles of excellent customer service, including empathy, professionalism, and clear communication.

2. Apply practical techniques for handling difficult or emotional customer interactions with confidence and composure.

3. Demonstrate active listening and effective problem-solving skills to ensure customer satisfaction.

4. Maintain a positive and professional tone in both verbal and non-verbal communication across all channels.

5. Follow a structured approach to resolve issues quickly and appropriately while protecting the company’s reputation.

6. Improve consistency in service delivery by adopting proven service standards and customer care best practices.

   
   

   Target Audience: Pharmacists, Sales Executives, Retail Supervisors, Depot Staff

   
   

   Assessment: At the end of the video, there will be a 25mins quiz. The pass mark is 70%

   
   

   
   

   
   

   
   

   
   

   Quiz: Active Listening Skills

   1. What is the main goal of active listening?
   A. To give advice quickly
   B. To prepare your response while the other person talks
   C. To fully understand and connect with the speaker
   D. To dominate the conversation

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   2. Which of the following is a sign of active listening?
   A. Checking your phone while someone is talking
   B. Nodding and maintaining eye contact
   C. Looking away to avoid distraction
   D. Interrupting with your own story

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   3. Which body language demonstrates active listening?
   A. Crossed arms and looking at the clock
   B. Avoiding eye contact
   C. Leaning forward slightly and making eye contact
   D. Tapping your fingers impatiently

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   4. What is a reflective response?
   A. Changing the topic to your own experience
   B. Repeating what the speaker says word-for-word
   C. Summarizing or paraphrasing what the speaker said to show understanding
   D. Asking yes/no questions

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   5. What type of questions are encouraged in active listening?
   A. Leading questions
   B. Rhetorical questions
   C. Open-ended questions
   D. Trick questions

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   6. Which of the following is NOT part of active listening?
   A. Giving the speaker your full attention
   B. Making assumptions before they finish speaking
   C. Providing verbal encouragement like “I see” or “Go on”
   D. Avoiding distractions

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   7. Why is it important to avoid interrupting during a conversation?
   A. It makes the conversation longer
   B. It helps you steer the conversation
   C. It shows respect and allows the speaker to express fully
   D. It shows you’re smarter

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   8. What is the best thing to do if you don’t understand the speaker clearly?
   A. Nod and pretend to understand
   B. Change the subject
   C. Ask clarifying questions politely
   D. Stop listening

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   9. How can active listening build trust?
   A. By proving you’re always right
   B. By showing you’re willing to listen and understand without judgment
   C. By taking over the conversation
   D. By avoiding eye contact

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   10. What is the biggest barrier to active listening?
   A. Asking questions
   B. Talking slowly
   C. Getting distracted or thinking of your own response while the other person is speaking
   D. Pausing before speaking