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Loyal, happy customers and clients are the foundation of your success. The best customer service is how they get that way!
Your business or organization wouldn't exist without your customers. But sometimes this all-important fact gets lost in the demands of daily activities.
This video is the solution. Great for new hires or energizing your current team, it uses humor to show employees that being good at customer service (and taking pride in their work) is not only a job requirement but can be personally satisfying as well.
The "customer" part of customer service
~ Greet the customer
~ Connect with the customer
~ Respect the customer's priorities and time
The "service" part of customer service
~ Listen and evaluate
~ Meet the customer's needs
~ Know your business
Viewers will enjoy the amusing story of two coworkers who start their day experiencing bad customer service as customers themselves. Comparing notes, they enter a friendly competition to see who can offer the best customer service that day on the job. As they demonstrate sales skills and handle rushed (even unhappy) customers, their fun rivalry reminds employees that customers are people too. And it makes the point to employees that their peers are counting on them as well.
In fact, coworkers are also customers. Everyone has "internal customers" when helping other employees meet common goals. And every employee represents the organization when encountering outsiders, whether or not customer service is a major part of their job description.
Excellent telephone customer service doesn't just happen. It requires dedication, skill¡Xand enthusiasm.
Your voice, responsiveness, and product knowledge are the only tools you have to convey the right impression and build customer loyalty over the telephone.
Our comedic hosts have a lot of fun with this subject, but their underlying message is sincere: telephone customer service is an important job and it has to be done well. You don't get a second chance once a customer hangs up¡Xunless you leave that customer with a good feeling and the desire to do business with you again.
The "customer" part of telephone customer service
~ The greeting
~ Listening skills
~ Telephone courtesy
The "service" part of telephone customer service
~ Product and system knowledge
~ Complaints
~ Problem solving
This program portrays traditional and nontraditional customer service roles, ranging from a mail order company to a medical setting, from a corporate admin to a warehouse supervisor. These different scenes show that everyone in the organization has customers¡Xeven if they are your "internal customer" coworkers.
Our narrator hosts also touch on the finer points, such as upselling and cross-selling (when an additional product or service would better satisfy customer needs). And they explain how to handle angry or dissatisfied customers in a way that both solves the problem and ultimately strengthens the relationship.
Telephone customer service takes skill and finesse. This video conveys the communication skills and positive attitude necessary to provide service¡Xand project that warmth in your voice, call after call!
In the past, brands pushed out messages that came across as certainties and the customers obliged, buying more and more products. Then came the time of 'the customer is always right', but no one truly believed he was (brands just wanted to reach further). During the 1990s, companies realized that customers were no longer sticking around and that they were no longer blindly following their lead. As the Internet and social media flourished, new and better opportunities to improve customer service appeared. In today's increasingly connected world, the customer is king and brands need to accept that they no longer are in control. Brands can no longer de defined top-down.
How to Genuinely Serve Others at the Highest Level Possible
How would your customers grade their experience with your company? Are you getting an A+ from every customer in each of the critical service areas? If not, what can you do to raise their grade? In this entertaining and practical customer service seminar, veteran speaker James Lloyd explores all of these questions, and many more. Several key ideas are discussed, including the importance of genuine caring, how to retain your customers by avoiding the big mistake many companies make, why internal customer service is critical, the importance of powerful apologies, dealing with irate customers, projecting more enthusiasm, and much more. When you genuinely care about your customers in the way that James teaches, you can take your business to a whole new level.
How to Create More Loyalty in a Dynamic Competitive Marketplace
Your employees and their customer service skills may be the only thing that differentiates you from the competition. And customers are more sophisticated and educated than ever before. That's why it's critically important to make sure employee skills are constantly updated to meet ever-rising customer expectations. In this content-rich seminar, your front-line team members will learn practical skills and proven systems for improving customer service at every touchpoint, all along the cycle. They'll gain numerous hands-on techniques including ¡X how to listen attentively, uncover customer needs, calm down angry customers, win back disgruntled customers, handle conflict, and keep an attitude of "customers first" all day. Any organization putting these principles into action will quickly be out-servicing the competition.
It's not enough anymore to just serve customers. Every professional and each organization must develop the kind of connection with its customers that a blockbuster film or compelling television series creates with its audience! We have become a culture that expects an "experience" to be an integral part of doing business. An equitable transaction is no longer enough to keep people coming back. Therefore, those organizations that understand how to execute the strategies necessary for creating compelling relationships thorough the customer and employee experience will find themselves leading the pack. This program is highly recommended for all entrepreneurs, sales representatives, managers, and customer service professionals.
The modern retail environment is extremely competitive. With the expanding capabilities of electronic trading, the personal shopper is becoming more discerning and the retailer can no longer just meet customer needs. Today it's vital that they anticipate and exceed their customer's expectations. Indeed going beyond expectations of standard customer service has become the key point of difference in the retailer's quest to survive and grow. This exciting program examines how several award-winning retailers achieve customer service excellence. It examines who customers are, defines products, facilities and services, explores the vital role that good communication plays, looks at the most effective ways to handle complaints and examines how best to serve customers with special needs. This is a practical and informative look at modern customer service excellence in the retail industry.
DVD (With English Subtitles) / 2009 / (Junior Secondary - Professional) / 32 minutes
The Little BIG Things: Service DVD in the new Tom Peters training program will help you and your teams organizationally attack, dismantle, and rebuild how you view the service you provide to your customers. How? Through Tom's decades of experience with companies in all industries!
Do you know that even your landscape company thinks about how quickly the debris is picked up as part of their "brand"? Do you think it's a great idea to trash your competitors? Do your employees think that they are a representative of your company with each and every interaction? The topics covered in these twelve clips are essential to your business and should be viewed by every employee ¡V from the CEO to the front-line cashier.
This is how you succeed in business ¡V your business ¡V any business and this is how you survive when your competitors fall.
Discover How to Be Honest About Service Problems ¡V And Boost Your Company's Image!
A new customer service scenario, designed for today's high-efficiency, money-saving training needs.
In Part 1, an overwhelmed service representative, Terry, receives a call from a frustrated customer, Justine. When Terry realizes he forgot about Justine's case, he tries to end the call before his manager finds out. He refuses to admit his mistake, then lies. When caught by Justine, he blames his company and reveals sensitive inside information. When Justine asks to speak with his manager, Terry lies about his name and hangs up, costing the company a valuable customer.
In Part 2, Terry approaches the same situation differently. He promptly admits his mistake and apologizes. He takes responsibility and ownership, immediately schedules corrective action, and accommodates Justine. He solves the problem, and wins another satisfied customer.
Learning Points
~ Never lie to customers
~ Take responsibility for mistakes
~ Take immediate corrective action
~ Safeguard internal information
~ Don't reveal information that could damage your company's reputation
DVD (With Facilitators guide on CD-ROM) / 2009 / () / Approx. 3 minutes
Bridge cultural and communication differences with the universal language: great service!
A new customer service scenario, designed for today's high-efficiency, money-saving training needs.
In Part 1, service representative Valerie receives a call from Lois, a customer from another culture. Valerie speaks quickly and uses slang, frustrating Lois. Valerie is impatient with Lois' accent and English, and belittles her, despite the fact that Lois has taken the time to learn Valerie's language. Valerie insults Lois, and loses a customer.
In Part 2, Valerie approaches the same situation differently, adapting to the customer's unique needs. Valerie speaks slowly, clearly, and properly. When Lois uses unfamiliar words, Valerie seeks to reframe to understand her. Despite being challenged by the communication difficulties, Valerie takes personal responsibility, finds a solution, and ultimately triumphs with yet another happy customer.
Learning Points
~ Avoid slang - use proper language
~ Be patient with accents, unfamiliar terms
~ Speak slowly, clearly
~ Respect and appreciate the customer's effort to learn your language
~ Reframe and seek alternates to barriers
DVD (With Facilitators guide on CD-ROM) / 2009 / () / Approx. 4 minutes
Discover how to see all sides of the customer experience ¡V and achieve first-class service!
A new customer service scenario, designed for today's high-efficiency, money-saving training needs.
In Dimensions of Service, you'll discover the secrets of improving customer satisfaction by seeing all facets of the client experience. Larry is a manager facing declining customer satisfaction. He launches a new initiative to speed up response time ¡V but satisfaction actually goes down. We see this happen when a customer, Justine, doesn't receive a call back as promised, and is frustrated that her issue hasn't been resolved. The service rep Stacy ¡V who is proud of her job and always does what management asks ¡V counters that she is doing her job: answering phones quickly.
Larry's superior, Wendy, explains that you need to understand all dimensions of service to achieve first-class customer satisfaction. He tries a new initiative, looking at all dimensions of service. When Larry starts measuring other facets such as resolution time, Stacy enjoys the additional challenge and resolves issues quickly. When Stacy informs Justine that her issue will be resolved shortly, she wins another satisfied customer.
Learning Points
~ Avoid focusing on single components of service
~ Focus on measurable results
~ Learn to measure multiple facets of service
~ Balance a variety of measurable dimensions for excellent service
DVD (With Facilitators guide on CD-ROM) / 2009 / () / Approx. 5 minutes
The customer service field guide: discover how to identify and work with different types of customers and co-workers!
A new customer service scenario, designed for today's high-efficiency, money-saving training needs.
In part 1, Carlos is an experienced rep ¡V he knows the product backwards and forwards, and assumes everyone else does too. That's his fatal flaw: he's an unconscious competent: highly skilled, but doesn't realize it. His customer Justine, in contrast, is a conscious incompetent: she doesn't know the product ¡V filling her with anxiety. So when Justine calls Carlos, he's frustrated and Justine receives no useful help. Carlos's co-worker Stacey, in contrast, is an unconscious incompetent: she's clueless and doesn't know it. So when a customer calls, she flippantly admits she doesn't how to help him ¡V making herself and the company look bad.
In part 2, Angela is an experienced rep, patient and helpful with those new to the product. She's a conscious competent: highly skilled and (humbly) knows it. Her customer Warren, in contrast, is having technical trouble ¡V which makes him anxious about his job and reputation. Angela is instantly aware of Warren's inexperience, puts him at ease, and solves the issue. New rep Mia, like Warren doesn't know the software, and is painfully aware of the fact, afraid of how it makes her look on the job. So when Mia receives a call she doesn't know how to handle, Angela recognizes the situation, puts her at ease, and effectively guides her in helping the customer.
Learning Points
~ Learn how to recognize the competency and skill of customers
~ Learn how recognize the competency and skill of co-workers
~ Know when customers or co-workers are conscious ¡V or unconscious - of their skill level
~ Be better able to help customers, based on skill level
~ Be better able to help co-workers, based on skill level
DVD (With Facilitators guide on CD-ROM) / 2009 / () / Approx. 5 minutes
Caution! Find Out How to Calm ¡V and Not Calm ¡V the Caustic Client!
A new customer service scenario, designed for today's high-efficiency, money-saving training needs.
In Part 1, service representative Carlos violates every rule of handling an upset customer, from blaming the client to refusing ownership of the issue. The customer, Warren, quickly escalates from annoyance to frustration, then from infuriation to hostility. Carlos accuses Warren of being abusive, and ends the call.
In Part 2, Warren calls back and Angela takes over. Calm and professional, she knows the four steps to calming angry customers: allow them to vent, empathize, refocus away from emotion and toward the issue, and use closed-ended questions to satisfy. She acknowledges Warren's frustrations, but skillfully changes the focus to the issue. Angela turns conflict into collaboration, solves the issue, and profits from another satisfied customer.
Learning Points
~ Allow customers to vent
~ Acknowledge customers' feelings
~ Take ownership of the issue
~ Avoid blaming the customer
~ Focus away from emotions, toward issues
~ Collaborate with customer to solve problem
DVD (With Facilitators guide on CD-ROM) / 2009 / () / Approx. 3 minutes
Using the Diamond Touch to Improve Your Sales and Service Strategy
Most salespeople and service professionals use the spray and pray approach. They conduct business in a predictable, methodical manner with every prospect or customer, treating them all pretty much the same. The fact is, everybody has a unique way in which they like to be treated, and Dr. Nate Booth shows you how to uncover what's most important to each individual you deal with. In this basic and profound program, you'll learn the importance of discovering what people want, and exactly how they want it. Not only does he apply it to sales and service, he also shows its tremendous value in relationships, both business and personal. In this day and age, where relationships are King, and customer service is Queen, nothing short of the royal treatment will do.
Every employee is required to interact with a customer at some point in their career, often on a daily basis. This DVD is designed for use with employees in any industry or organisation and will equip them with the skills they need to become more customer focused and deal with a whole range of scenarios in an effective manner.
Scripted by a subject expert and consultant, this innovative training DVD is comprised of short clips which allow the trainer complete flexibility and control to intervene at any point and jump around to relevant scenes. Scenes cover good practice and bad practice and cover the following areas:
~ an introduction to excellent service
~ building rapport with customers
~ understanding customer needs
using positive language
~ the internal customer
~ effective service recovery
~ leading in a service environment.
DVD (Region 2, With Trainer's Guide) / 2008 / () /
When Wilfred Jameson's parachute fails to open, he's in trouble. But customer service representative Henry Hawks knows just what to do ¡V at least after a funny interaction on the phone.
This is the perfect video to celebrate and thank all your employees who deliver great customer service.
You'll be falling down laughing as the scene unfolds ¡V and as the tension builds.
In the galaxy of customer service, Curt Hinderman's lost in space - until the tables are turned as he finds himself needing urgent help from his customers. Aided by the mysterious Angela, Curt discovers what is customer service - while taking your audience on a journey of discovery: just serve others the way you want to be served. As this fresh, funny customer service training video unfolds, you'll find your audience completely absorbed by the learning points, as training becomes simple yet highly effective.
Enjoyable and easy-to-use, Customer Service Zone is an essential part of any customer service training program. With funny videos of bad customer service, this engaging, versatile customer service training video will help make your training fun, easy and highly effective.
Hollywood celebrity John O'Hurley explains four essential steps to great service.
Program 1: Love Your Customers
Love Your Customers demonstrates that in whatever line of work, customer service is a direct extension of the way both you and your company are viewed by the customer.
Love Your Customers reminds us that there are no small parts only small choices we make about how to treat our customers. In the end, the role we play is always our choice. It's a funny and memorable program with a simple and a universal message. So open up your heart and help your company start "Feeling the Love".
Program 2: Love Your Difficult Customers
John O'Hurley has certainly seen unhappy customers (and has been one from time to time). More importantly, an unhappy customer may interface with you or your company.
Trying to satisfy an unhappy customer can be frustrating and difficult for even the most skilled service person. But all problems are solvable. Not only can you satisfy an angry customer, but also, if handled correctly, you can turn an angry customer into a loyal champion for your company!
Get ready for a content-loaded seminar that will give you specific ideas on how to use the phone to your greatest advantage. Whether you're a telemarketer, sales professional, or collections agent, you'll learn and quickly benefit from these proven, practical ideas for getting through to the most important people on your list.
How to Get, Keep, & Wow Customers in a Competitive Market
Customer service training can positively impact customer retention and is an essential part of any retail, service or sales organization. For more than 20 years, Jane Handly has been a highly sought-after customer service training expert. She teaches practical ideas on exceeding expectations, handling difficult situations, increasing internal teamwork, boosting sales and much more. As dynamic as she is down to earth, her unique style captivates and motivates people to go the extra mile to wow their customers. Customer service training can make the difference between customer loyalty and customer indifference. Make sure your team is equipped with all the skills they can get to take their customer service skills to the next level.
Great customer service comes from great people, but how do you hire, train, and retain the best people? More importantly, how do you get everyone to deliver the best service possible? In this program, Tom Peters will show you how great service happens. You will learn how The Container Store has developed the highest customer satisfaction and the lowest employee turnover rate of any major retailer in the nation.
The Container Store has been one of Fortune magazine's TM top "100 Best Companies to Work For" for five years in a row. How do they do it? Careful hiring, constant communication, lots of training, and hard work are the key elements that contribute to the success of The Container Store.
KEY LEARNING POINTS
~ Embrace A Big Vision
~ Hire Great People
~ Communicate Constantly
~ Train, Train, Train ¡K Train All The Time
~ Selling and Service Go Together
DVD (Close Captioned, With Workbook) / 2004 / () / 18 minutes
Jordan's Furniture is one of the leading furniture retailers in New England. They are known for great service ¡V and for giving customers a unique experience. Now, Tom Peters shows you how Jordan's has made every aspect of the shopping experience for furniture fun ¡V and different. And how that in turn makes Jordan's so successful.
In this fast-paced and entertaining program, you will gain insights into delivering great customer service! You'll also see how to make your customer's next experience a memorable one.
KEY LEARNING POINTS
~ Give The Customer a WOW! Experience
~ Deliver Outstanding Service ¡V Before, During, and After the Sale
~ Know How Your Product Fits the Customer's Needs
~ Have Fun!
A values-based approach to serving diverse populations.
Customer service interactions can be complex under the best of conditions. Add issues of language, race, gender, religion, age or disability into the mix, and we often find otherwise competent employees acting in ways ranging from mildly inappropriate to inexcusably rude.
The customer demographics for most organizations are changing in such a way as to increase the diversity of the populations we serve. This makes it imperative that we improve our customer service training so as to prepare employees to meet the challenges this diversity can present. Simple platitudes about the customer being "number one" or providing "first class service" are not enough. We must work on the values and skills employees need to meet or exceed the expectations of ALL their customers.
The 5 Values of GREAT Customer Service presents a values-based training approach to meeting this challenge. The video component, when taken together with the exercises and activities in the facilitation guide, offers a comprehensive approach to developing customer service relationships built on a foundation of respect.
This customer service program offers fun and easy-to-remember guidelines to increase customer satisfaction.
Excellence in customer service boils down to three basic ideas: give customers the attention they want, the respect they deserve, and the time to answer their questions and take care of their needs. This newly revised customer service program uses humorous scenes mixed in with first-person responses to tell viewers what customers really want.
Restaurant waiter Rick thinks he's great at customer service. But in actuality, he's forgetful, neglects his customer's needs, and he's a klutz. Rick soon learns that there really is an ART to customer service:
~ Attention¡Xmake the customer feel like they're your first priority.
~ Respect¡Xrecognize the customer's value.
~ Time¡Xtake enough time to satisfy the customer.
It seems so simple, yet today's customers generally feel that service has gotten worse. Use this customer service program to bring the message home to your employees and make it stick: customer service is an ART.
Every organisation has processes; a series of operations changing one thing (a product or service) into another.
In order to achieve 100 per cent quality every time, everyone in the process needs to treat the next person in the line as an internal customer. They should then discover their internal customer's requirements - and how to meet them. This is 'process management', the approach explored by Dwight (played by Andrew Sachs). It demands 100 per cent commitment from everyone in an organisation; but effort is repayed both by improved productivity and job satisfaction. It should be the responsibility of managers to act as process 'owners', maintaining vital links with all the people in the process chain.
Of course, there are less ideal ways to approach quality. Dwight uses different examples ¡V one, where the process management approach is needlessly complicated - to make his point. He concludes that quality should not just be confined to products and services, but should be the way that organisations work.
This engaging programme offers a new approach to delivering 100 per cent quality down-the-line, and will help all organisations identify the needs of their internal and external customers, making the 'process' as good as the product or service.
This customer service DVD discusses skills, attitudes, and policies that win customers.
Successful companies put customers at the center of every decision and every transaction. Good customer service skills require tact, consideration¡Xeven conflict management skills.
In this customer service DVD, professionally-acted scenes in a variety of businesses (bike shop, book store, machine shop) depict the universal importance of greeting customers, listening, evaluating customer needs, and responding appropriately. Phone skills are reviewed, as are the skills required to satisfy difficult customers.
Customer service staff will learn how to:
~ Manage rushed and chaotic situations.
~ Handle angry or manipulative customers.
~ Stay cool under pressure.
~ Increase customer loyalty.
Communicate customer feedback throughout the organization.
Understanding customers requires sensitivity to customer cues and the ability to listen. Learn to respond to each customer's needs in ways that both please your customer and build your organization.
Attracting your new customers is only half the battle, for your business to grow this year you need them to come back over and over again. By developing high levels of customer service you will encourage your casual customers to become regulars but having satisfied customers is just not enough and in this work Richard explores the techniques needed to generate "Raving Fans".
~ Turn your satisfied customers into "Raving Fans"
~ Convert "Just Looking" to "Just Buying"
~ Find out how to create just the right "First Impression"
~ Discover how complaints can be positive if managed professionally
~ Make sure your customers always come back for more
~ Help your team develop a passion for your customers
How many customers do you lose to bad service each year? Ten? One hundred? One thousand? You will probably never know but every customer lost will cost you hundreds or even thousands of rand in their "life time value". It is never too late to offer exceptional customer service and in this work Richard outlines a step by step process that will help your team keep your customers for ever.
If you are going to grow your business this year you will need to be more creative in the way you attract new customers. In this work we discuss the traditional methods of attracting new customers and explore some more creative ways to dramatically grow your business. Once you have attracted customers to your business it is important to keep them and in this work we also explore simple but effective ways to hang on to your customers and keep them coming back over and over again.
~ Understand how Customer Relationship Management (CRM) works
~ Find new customers before your competitors do
~ Discover new ways to attract Customers to your business
~ Turn cold calling into warm calling
~ Double your potential customers in one month
~ Convert casual customers into permanent customers
In today's economic climate successful companies know the importance of a successful sales team. Customers are fewer and harder to find and while your competitors are snapping at their heels trying to take them away from you, using the same old techniques will not be enough to stem the tide. There are no shortage of opportunities however and in this work we explore some new ideas that will help you develop your customer base and keep them for ever.
To resolve customer complaints and achieve positive outcomes by understanding why customers have problems.
This insightful programme, ideal for all front-line staff, provides practical, focused training in handling customer complaints. It highlights that staff behaviour is the key to stopping a difficult situation turning into an explosive one. It's an individual's ability to respond positively to the customer - not losing their temper or showing their irritation - that is crucial.
The drama follows a young package holiday rep who is given an insight into how customers the world over act, and why they end up being branded as difficult. This realistic scenario outlines five key learning points ¡V 'listening', 'questioning', 'empathising', 'confirming' and 'taking action'. By following these guidelines, the rep gains the confidence to deal with customers and turn the difficult situations into positive ones.
A course guide for trainers and line managers, and a comprehensive self-learn pack, will ensure front-line staff benefit from practice of the right skills before they tackle the issues first-hand.
How to Create Moments of Magic that Turn Ordinary Interactions into Memorable Experiences
In today's highly competitive marketplace, ordinary interactions will only get you so far. In order to create long-term, secure relationships with your clients and customers, you need to amaze them. In this thoroughly engaging, high content seminar, you'll learn how to make a great first impression, build rapport, communicate more effectively, exceed expectations, avoid moments of misery, and much more. While you're learning these practical strategies, you'll be totally entertained with Shep Hyken's astonishing magic. His philosophy is, "moments of magic don't just happen, they're created by people who know the formula."