Teach Your Entire Workforce the Secrets of
Superior Customer Service
Enjoy
the advantages of a workforce that lives and breathes to make your
customers happy, to attract more sales, maintain more business and gain
market share. . .
English & Spanish included on each video
800-821-2487 or 770-860-9464
Complete 12 - DVD Customer
Service Training
Library
With only one video per
session, your employees will learn the values, techniques and attitudes
to provide the legendary level of service necessary to assure that your
customers come back to do business with you again – and don’t switch to
the competition.
The best thing is that the videos are yours to keep, so you can use them
again and again (without limits) to train your present employees and all
those that you hire in the future. These
12 videos can be used in a 20-minute training
session using just the videos, or up to 60 minutes with the
included training materials, which
include a Power Point presentation, answer sheets, and discussion guides.
When applied in sequence, the videos provide up to
1 entire year of
continuous education
-- efficient,
entertaining and world-class.It is easy to train any number of individuals with
immediate results.
Any company, large or
small, can use the video library. The concepts and vignettes cover almost every
industry in the marketplace. Each video is approximately 20 minutes long.The videos have a
lifetime replacement guarantee.
The Customer Service Training Video Library is used by thousands of retail,
service, healthcare, and government organizations world-wide. Videos come with color
PowerPoint slides, a facilitator guide and handouts.
Service First library is
excellent because the
situations are life-like, not overly exaggerated. Any organization, large
or small, can use the video library. The concepts and vignettes used in
the videos apply to every situation. They cover every segment of the marketplace including
retail, service, restaurant, administrative, and healthcare examples.
The customer service videos are simple to
use and ideal for those who want an instant
training program to train new employees or to
reinforce customer service 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
reinforcement of key customer service principles. 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.
The Video Library is perfect for …
Training
your entire work force
Orientation
of new employees
Workshops
in small groups
Individual or at-home study
Sales
team meetings
Lunch and learns
Motivational sessions
Presentations
and conferences
Providing
education in customer service
When You Purchase the 12-Video Library 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. English/Spanish
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. English/Spanish
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. English/Spanish
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.
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.
Yourpassword 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.
"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
My guarantee is simple - if
you aren't happy with the videos, I don't want your money. If,
for any reason, you aren't thrilled and satisfied with the
Service First Video Library,
just contact me and I'll gladly exchange or refund your purchase price --
No questions asked.
All I ask is you train your entire
workforce before returning them.
Unlimited Lifetime Warranty
If one of your
videos gets damaged for any reason, we will replace it free with
a new one, you don’t pay shipping and handling charges.
My phone number is 800-821-2487 or
001-770-860-9464 for international orders
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.
PREVIEW VIDEO 1
Buy individual video
for $225
Video 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 team from performing
successfully.
Learn to
understand the four teamwork practice skills.
PREVIEW VIDEO
2
Buy individual video
for $225
Video 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.
PREVIEW VIDEO 3
Buy individual video
for $225
Video 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.
PREVIEW VIDEO 4
Buy individual video
for $225
Video 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.
PREVIEW VIDEO 5
Buy individual video
for $225
Video 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.
PREVIEW
VIDEO 6
Buy individual video
for $225
Video 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.
PREVIEW VIDEO 7
Buy individual video
for $225
Video 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.
PREVIEW VIDEO 8
Buy individual video
for $225
Video 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.
PREVIEW VIDEO 9
Buy individual video
for $225
Video 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.
PREVIEW VIDEO 10
Buy individual video
for $225
Video 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.
PREVIEW VIDEO 11
Buy individual video
for $225
Video 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.
