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Show full transcript for Telephone customer service scenario video

In these scenarios, we will see examples of both good and bad customer service. We can see how body language and tone of voice can change a way in which people speak, act, and cause conflict. As you watch these scenarios, look out for the differences between them both.

As you just witnessed, the customer was extremely disappointed with the way she was treated on the phone. The gentleman was extremely rude, did not seem interested in the customer's query, and was not at all professional. However, in the second scenario, it demonstrated good customer service. And she left the conversation feeling satisfied, knowing that her query was dealt with in the correct way. The gentleman was helpful and listened when she was speaking, addressing every question she asked.