Customer Service Training Videos

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 and ordering for the 12-video set.

 

The 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 have a lifetime guarantee.  (VHS, DVD, VCD AND CD-ROM formats)

 

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 and ordering for the 12-video set. Videos come with color PowerPoint slides, facilitator guide and handouts.

 

	Service First 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 used in the videos are generic.  They cover every segment of the marketplace including retail, administrative, and healthcare examples.
	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 13-15 minutes long, with discussion guides you can copy and an answer sheet. You can use them forever. The videos even have a lifetime guarantee.

 

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.

 

CLICK HERE TO VIEW OUR CLIENT LIST

CLICK HERE TO SEE OUR TESTIMONIALS

 

Available in the following languages: English and Spanish, in NTSC and PAL formats. (VHS, DVD, VCD AND CD-ROM)

View Spanish Version

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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.

 

Review Clip 1: 56K DSL

Review Clip 2: 56K DSL

 

Please note these video clips are copyrighted and cannot be copied onto other platforms.

Buy this DVD/Video for $225 or. . . Save $1110 when you order the set of 12 and get 5 for FREE! Order the set below.

$225

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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.

Review Clip 1: 56K DSL
Review Clip 2: 56K DSL

 

Please note these video clips are copyrighted and cannot be copied onto other platforms.

Buy this DVD/Video for $225 or. . . Save $1110 when you order the set of 12 and get 5 for FREE! Order the set below.

$225

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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.

Review Clip 1: 56K DSL

Review Clip 2: 56K DSL

 

Please note these video clips are copyrighted and cannot be copied onto other platforms.

Buy this DVD/Video for $225 or. . . Save $1110 when you order the set of 12 and get 5 for FREE! Order the set below.

$225

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.

• 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.

Review Clip 1: 56K DSL

Review Clip 2: 56K DSL

Please note these video clips are copyrighted and cannot be copied onto other platforms.

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.

Review Clip 1: 56K DSL  

Review Clip 2: 56K DSL

Please note these video clips are copyrighted and cannot be copied onto other platforms.

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.

Review Clip 1: 56K DSL

Review Clip 2: 56K DSL

Please note these video clips are copyrighted and cannot be copied onto other platforms.

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.

Review Clip 1: 56K DSL

Review Clip 2: 56K DSL

Please note these video clips are copyrighted and cannot be copied onto other platforms.

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.

Review Clip 1: 56K DSL

Please note these video clips are copyrighted and cannot be copied onto other platforms.

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.

Review Clip 1: 56K DSL

Please note these video clips are copyrighted and cannot be copied onto other platforms.

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.

Review Clip 1: 56K DSL

Please note these video clips are copyrighted and cannot be copied onto other platforms.

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.

Review Clip 1: 56K DSL

Review Clip 2: 56K DSL

Please note these video clips are copyrighted and cannot be copied onto other platforms.

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.

Review Clip 1: 56K DSL

Review Clip 2: 56K DSL

The video library is your ideal choice for:

• Training your entire workforce

• Small group workshops

• New employee training

• Self-study

• Sales clinics

• Home study

• Breakfast and lunch meetings

• Seminars, conferences and keynote presentations

• Motivational sessions

• Reinforce previous training programs.

• Building a service culture.

• Troubleshooting your customer service operation.

• Monthly or weekly training sessions

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