Spanish Customer Service Training
Videos
Immediate
Results Guaranteed!
800-821-2487 or 770-860-9464
Available in Spanish & English
Self-contained: Each set comes with
handouts, PowerPoint slides, and a facilitator guide
Order Videos Individually or As a Set
The Service First Video Library is used by thousands of retail,
service, healthcare, and government organizations world-wide. Designed for
front-line employees. It is easy to train any number of individuals with
immediate results. FREE ONLINE previews, ordering, and FREE SHIPPING for the 12-video set. Videos
come with color PowerPoint slides, facilitator guide and handouts.
Train-the-trainer programs and materials are also available.
Service First video library is good because the
situations are so life-like, not overly exaggerated. Any company, large or
small, can use the video library. The concepts and vignettes are generic,
and cover every segment of the marketplace. Each video is approximately 13-15 minutes long, with
discussion guides you can copy and an answer sheet. You can use them
forever. The videos even have a lifetime guarantee.
1. YOUR KEY TO CUSTOMER
SATISFACTION: The foundation for exceptional customer service. The
"Five Principles of Service First," are described.
Key Points Covered:
-
Learn to know what percentage
of dissatisfied customers switch to a competitor because of poor
service.
-
Learn to understand five
benefits to your organization when customers return more often.
-
Learn to identify the
difference between internal and external customers.
-
Learn to work in a more
affective way with the people at work (internal customers) who count on
you.
-
Learn to understand the five
principles we must practice every day in order to provide quality
service to both internal and external customers.
-
Learn to visualize some of
the reasons why you are important to the company.
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Español:
Su llave a la satisfacción de cliente
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2.
TEAMWORK DEVELOPMENT: Demonstrates how
cooperation between employees impact the customer service level. Defines
teamwork, identifies skills for teamwork development, and gives guidelines
for a teamwork action plan.
Key Points Covered:
-
Learn the
definition of teamwork.
-
Work teams are
important. Learn to understand the benefits of working as a team.
-
Learn to know
the four things important to successful teamwork.
-
Learn to
identify obstacles that prevent you or your t....eam from performing
successfully.
-
Learn to
understand the four teamwork practice skills.
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Español:
Desarrollo Del Trabajo en equipo
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3. HANDLING COMPLAINTS AND
THE IRATE CUSTOMER: Customers are becoming more demanding and in
some cases--rude. Complaints are an opportunity to improve
existing service and begin delivering quality service.
Identifies basic problem solving skills, complex problem and irate
customer handling skills. Introduces the concepts of self-talk and CLASS
ACT.
Key Points Covered:
-
Learn why complaints should
be considered "opportunities."
-
Learn why the average
business hears from only 4% of its dissatisfied customers. Visualize
what the other 96% do.
-
Learn to know the easiest
type of complaint to resolve.
-
Learn to understand the four
basic steps you should take when handling a specific problem.
-
The more complex problems
require expanding these four basic steps. Learn two additional skills
needed to diffuse difficult situations.
-
Irate customers can be
upsetting. Learn to know how we can keep from taking it personally.
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Español:
Dirección quejas y los clientes furiosos
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4.
THE LANGUAGE OF POSITIVE COMMUNICATION:
Create positive customer interactions and
eliminate negative communication habits. Provides an understanding of
first impressions, developing a positive attitude and defines
communication in its different forms.
Key Points Covered:
-
Learn how
quickly you usually form a first impression of someone's attitude toward
you.
-
Learn to
identify some ways you can project a positive attitude.
-
Learn to
know the three forms of positive communication.
-
Learn to
understand what percentage of total communication are spoken words, tone
of voice, and body language.
-
Learn why
it is so important to say "thank you" to customers and coworkers.
-
Learn to
identify ways you can communicate positively with words, tone of voice,
and body language with internal and external customers.
5.
EFFECTIVE QUESTIONING AND LISTENING:
Questioning and listening skills can define a
customer's needs so the employee can meet the customer's expectations.
Identifies the skills for asking questions, active listening and the
confirmation of understanding.
Key
Points Covered:
-
Learn the
three steps to use to determine customer needs.
-
Learn why
listening and questioning are so important.
-
Learn why
it is important to confirm to the customer what you think they are
asking.
-
Learn two
types of questions.
-
Learn how
can you avoid letting your thoughts wander.
6.
EXCEEDING CUSTOMER EXPECTATIONS:
Identifies the need for employees to EXCEED customer expectations to
evaluate their level of customer service above the competition. Teaches
how to apply the "Golden Rule" to customer interaction, how to put forth
extra effort, and how to treat co-workers as internal customers.
Key
Points Covered:
-
Learn the
three rules of exceeding customer expectations.
-
Learn
whose job it is to provide professional, excellent service.
-
Learn what
type of customers your coworkers are.
-
Learn what
happens when internal customers receive poor service.
-
Learn some
benefits of exceeding external customer expectations.
-
Learn some
benefits of exceeding internal customer expectations.
7.
VALUE-ADDED SERVICE:
Identifies ways to add customer value to your existing service level.
Demonstrates once the customer's expectations are fulfilled, you must look
for additional ways to go beyond the normal "job requirements" to provide
the unexpected.
Key
Points Covered:
-
Learn to
know when to focus on customer needs instead of completing other job
tasks.
-
Learn the
difference between exceeding customer expectations and giving
value-added service.
-
Learn the
two simple things you need to do to give value-added service.
-
Learn
which other Service First skills you can use to help determine what
value-added service may be appropriate for the customer.
-
Learn some
of the benefits of value-added service.
8.
EFFECTIVE TELEPHONE TECHNIQUES:
Describes techniques to transfer the skills in
the previous seven sessions to the use of the telephone, fax and
electronic mail. Covers all phases of communication from facial
expression, pacing, and tone, to which party disconnects first.
Key
Points Covered:
-
Learn the
four key tactics that communicate quality over the telephone.
-
Learn the
seven telephone techniques to follow to ensure customer satisfaction.
-
Learn how
self-talk can help you deal with difficult callers.
-
Learn
which is worse, interrupting a face-to-face conversation or putting a
caller on hold.
-
Effective
telephone techniques can be an effective sales tool.
-
Learn how
to determine five ways you can use the telephone to increase customer
satisfaction.
9.
THE ART OF SATISFYING CUSTOMERS:
Concentrates on proper care of the customer,
building on repeat business, and feeling good about the job.
Key
Points Covered:
-
Learn how
the attitude of customer service is reflected.
-
Learn what
the art of satisfying customers is based on.
-
Learn to
understand the minimum requirement for satisfying customers.
-
Learn the
four techniques to use to find out customer needs and expectations.
-
Learn how
the competitive advantage benefits a business.
-
Learn how
the competitive advantage benefits you as an employee.
-
Identify
what kind of skills and attitudes define a professional.
10.
SERVICE RECOVERY: Takes a
situation where the customer is unhappy and turns it into a positive,
loyalty establishing experience. Encompasses problem solving skills,
acknowledgment of fault, and the action necessary to redeem the customer's
satisfaction.
Key
Points Covered:
-
Learn to
define service recovery.
-
Learn the
triple service recovery skills.
-
Learn why
it is important to apologize for a problem, even if you are not
personally to blame.
-
Learn why
you should admit a mistake has been made.
-
Learn
which actions you can take immediately to recover a service situation.
-
Learn what
to do if service recovery is beyond your boundaries of authority.
11.
EMPOWERMENT: Focuses on the
employee being empowered to rectify a negative customer service experience
by making the needs of the customer their primary concern. Clarifies
responding to customer needs for customer satisfaction, acting within the
boundaries of authority, and bending or breaking the rules, when
necessary.
Key
Points Covered:
-
Learn the
most common Customer Service complaints.
-
Learn the
appropriate guidelines for quick responses.
-
Learn the
Pledge of Empowerment Action.
-
Learn when
an empowered response to a customer situation is appropriate.
-
Learn what
you should do when a customer solution is not within the boundaries of
your authority.
-
Learn why
it may be necessary to bend or break a rule when practicing empowerment.
-
Learn how
empowerment obstacles can be overcome.
12.
TOTAL QUALITY SERVICE: Review of the
most relevant ideas of the previous 11 videos. Prescribes the techniques
for internally managing the process of exceptional customer service and
controlling customer service outcomes. Provides motivation for the
employee to continually improve their service skills.
Key
Points Covered:
-
Learn the
definition of total quality service.
-
Learn four
things important to successful teamwork.
-
Learn some
techniques you should use when dealing with complaints or irate
customers.
-
Learn the
three elements that compose positive communication.
-
Learn the
three skills necessary to understand customer needs and expectations.
-
Understand
the benefits of exceeding customer expectations.
-
Learn some
of the qualities of a service professional.
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NOTE: Your internet connection will
determine how long it takes to load these previews.
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"We have truly
found the Service First video series to be invaluable. We are now
planning to make the Service First video series a part of every new
hire'’ orientation process."
Liz Ostrosky, Employee
Development Coordinator, Kitchen & Bath Showrooms |
The Service First Video Library is used by thousands of retail,
service, healthcare, and government organizations world-wide. Designed for
front-line employees. It is easy to train any number of individuals with
immediate results. Videos are less expensive than most with FREE ONLINE
previews, ordering, and FREE SHIPPING for the 12-video set. Videos
come with color PowerPoint slides, facilitator guide and handouts.
Train-the-trainer programs and materials are also available.
- Service First video library is good because the
situations are so life-like, not overly exaggerated. Any company, large
or small, can use the video library. The concepts and vignettes are
generic, and cover every segment of the marketplace.
- It is ideal for those who want instant
training and who want short, ongoing monthly training sessions to
sustain the customer service message all year long. Employees can view
new videos each month without being bored.
- The Service First Video Library keeps employees
motivated, focusing on quality service, and working as a team through
constant reinforcement. It keeps customer service uppermost in their
minds when on the job. More importantly, the videos enhance the service
skills and job performance of all your employees.
- The goals of the Service First Video Library are
not simply to change the habits of individuals, but to strengthen a
company culture built around service. It’s affordable, easy to implement
quality service training.
- Each video is approximately 13 minutes long, with
discussion guides you can copy and an answer sheet. You can use them
forever. The videos even have a lifetime guarantee.
 LOOK
AT OUR CLIENT LIST!
Thousands of
companies throughout the world have successfully used our training videos
to develop more productive employees, and more loyal and satisfied
customers. Our clients include some of the best organizations on Earth,
such as Federal Express, Microsoft,
3M, Kodak, Miller Brewing, and all branches of the United States military,
and thousands of others.
Available in the
following languages: English, Spanish, Hebrew, and Indonesian and in NTSC
and PAL formats.
When You Buy the Entire
12-Video Set You Also Receive These Special Bonuses. . .
 12
Discussion Guides (2 pages per video), which will help you promote
group participation through active involvement and guided discussion.
You are free to makes copies of the discussion guides for each
participant and have them fill out the questions at the end of the
session.
12
Answer sheets to the questions reviewed in the Discussion Guides, as
help to the facilitator.
Free
access by Internet to the Facilitator Digital Set, that includes:
A comprehensive 70-page
facilitator manual, full of exercises, tips, instructions and expert
advice on how to get the maximum benefit from your sessions and achieve
a memorable and successful implementation.
A full-color PowerPoint
presentation your facilitators can use to add visual impact to their
sessions. There is a different presentation for each of the 12 videos,
which you can easily print as overheads or handouts, or project from
your computer.
Color Certificate of
Accomplishment. The Facilitator Digital Set comes with an
attractive, color Certificate of Accomplishment. You can print as many
copies of it as you want to give to the employees who complete the
Service First Video Library.
Service First Bulletin Board,
from where you can network with other video library users from all over
the world, to exchange ideas, success stories, recommendations and case
studies.
FREE, unlimited technical
support. As a video library customer, you will be able to
get in touch at any time with our international team of consultants, via
a private email address available exclusively to registered users. We
will be happy to answer all your questions and give recommendations on
how to get the most out of your video library.
Your password to the
private section in our web site, and your email address to contact our
consultants come in a confidential card you will find in the box with
your order. Listed below are the titles and a description for each one.
We have several options available for you to order. See the order form
for more information.
Intelligent Investment
Most videos
available in the marketplace cost from $600 to $900 each, and as much as
$250 to RENT. The Service First Video Library is
a much better deal and represents an intelligent investment for your
organization, as you can train all your employees and repeat the
facilitation again and again at no additional cost - and you don't need to
hire professional trainers.
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Option 1
Single payment of $1,590
(Save
$1110)
Make a single payment of only $1,590. It is like
getting five of the 12 videos absolutely FREE. You save a
total of $1110. Also, when you buy the set you receive the bonuses
listed toward the end of this page. This includes free shipping
to your door, anywhere in the United States and Canada -- Shipping
is extra anywhere else in the world.
Available in the following languages:
English, Spanish, Hebrew, and Indonesian and in NTSC and PAL
formats.
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Regular price
$2700
Your price:
$1590 for 12 videos
Plus
Bonuses
Download
Paper Order Form
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Option 2
9 installments of $199 per month (Save
$909)
Buy your Service First Video Library at the
special price of $1,790--in nine installments of $199 a month, with
no interest or additional charges. The installments will be billed
directly to your credit card. Also, when you buy the set you receive
the bonuses listed toward the end of this page.
Available in the following languages:
English, Spanish, Hebrew, and Indonesian and in NTSC and PAL
formats.
Click to
Order A Preview
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Greg Smith says . . .
Guarantee: Your Satisfaction is Guaranteed or your Money Back.
Use the Service First Video Library and if you
are not satisfied with the results, return the materials for a full
refund--with no strings attached.
800-821-2487 |
Greg Smith
President |
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