Businesses lose millions of dollars every year because of poor customer service. This training explains how to provide personal and caring customer service in a businesslike, friendly manner. Viewers learn the importance of keeping a smile in your voice and maintaining a high-energy level when handling telephone calls all day long. The video shows scenarios for problem solving and displaying empathy in difficult or unpleasant situations. The training emphasizes how to avoid “emotional leakage” by regaining your professional composure and shifting gears emotionally. This is a great training for new or veteran customer service representatives to help stay focused on providing balanced customer service.