Craig’s notes
The first customer in this listening lesson wants help transferring a car title. He’s called an association that doesn’t handle title transfers, but the employee is supposed to keep helping him anyway. I kept waiting for the lesson to acknowledge that he might have called the wrong place. Instead, it shows him threatening to tell his college classes how badly he was treated. Apparently one phone call can cost you an entire generation of customers.
Then we get the three Cs of listening. By the time the tape reaches “continual listening,” I recognize the customer service person who follows me around Home Depot asking questions while I’m just trying to look at things. I think I was supposed to leave this training video as a better listener. I left it feeling bad for the person who answered the phone.
On this tape
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Listen & Win: How to Keep Customers Coming Back. Briefings Publishing Group customer-service training hosted by Tony Fulginiti. The tape introduces the three Cs of listening: clear, caring and continual.
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Clear listening: automobile association call. A caller asks about transferring a car title; the lesson contrasts an impatient employee with one who asks follow-up questions. The caller says he will use the bad call as an example in his college classes.
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Caring listening: rebate coupon. A customer asks for help with a rebate; the lesson contrasts a distracted employee with a more attentive response.
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Continual listening: vacuum cleaner. An employee asks questions about a vacuum cleaner for the caller’s mother, followed by a recap of the three Cs and customer complaints about poor listening.
About the program
Listen & Win: How to Keep Customers Coming Back is a Briefings Publishing Group customer-service training video hosted by Tony Fulginiti. The sleeve carries a 1996 copyright and advertises the three Cs of listening: clear, caring and continual. It also recommends Winning Over Even The Most Difficult Customers and Make the Connection; those are other videos, not programs on this tape. Craig watched this approximately 11-minute video through the credits on June 14, 2026.
