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. . .
Complete, Self-Contained Customer
Service
Training Program
Save
40% When You Purchase the Entire Set
Buy Single DVD's
Or Buy the Complete Set of
12 DVDs Including Bonuses
$1597
800-821-2487 or 770-860-9464
Complete 12 - DVD Customer
Service
Training Program
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.
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.
The best thing is that the
videos are yours to keep, so you can use them again and again 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.
Any organization, large or
small, can use the customer service video library. The concepts and vignettes cover
almost every industry in the marketplace. Each video is approximately
20 minutes long and has a
lifetime replacement guarantee.
Video 1
- YOUR KEY TO CUSTOMER SATISFACTION
The
foundation for exceptional customer service. The "Five Principles of
Service First," are described.
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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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.
Learn the qualities of a service professional.
PREVIEW VIDEO 12
Buy individual
video for $225
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.
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
