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Business - Customer Service

Business - Customer Service


7-STAR SERVICE: BEST PRACTICES FOR IMPROVING CUSTOMER SERVICE

By Ruby Newell-Legner

As customers expect more and more, the demand on their frontline employees becomes more intense. In this regard, one of the primary issues that arises is what can organizations do to help these individuals develop the tools that they need to excel in their job. Furthermore, it is also essential to identify the steps that can be undertaken to help overcome interdepartmental boundaries so that everyone is providing an exceptional level of service. 7-Star Service: Best Practices for Improving Customer Service explores management's role in promoting a positive guest experience at all levels of an organization. The DVD provides an overview of how to make well-integrated service delivery a reality.

Among the topics covered:

  • What can we learn from Jumeirah that will help us offer 7-star service?
  • Seven criteria that help achieve a 7-star status
  • Cycles of service?

    Item no.: PS08501606
    Format: DVD
    Audience:
    Duration: 72 minutes
    Copyright: 2011
    StdBkNo.:
    Price: USD 60.00

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    CUSTOMER IS USUALLY WRONG, THE

    By Barry Klein, Rob Bishop

    In reality, the customer is NOT always right. On the other hand, most customers feel strongly that their attitudes, opinions, and actions involving any given situation are always legitimate. As such the customer's perception, whether valid or not, should be handled in an appropriate manner. The Customer is Usually Wrong details the need to identify the various personality types that might be encountered in a facility and discusses specific strategies for addressing the "feedback" that those individuals might offer.

    Among the topics covered:

  • What we mean
  • And always remember these three things
  • Useful feedback
  • New visitors
  • Cancelling members
  • Between fresh eyes and cancellations are...
  • Surveys and knowing your customers
  • Examples of feedback we've acted on

    Item no.: ZT08501622
    Format: DVD
    Audience:
    Duration: 68 minutes
    Copyright: 2011
    StdBkNo.:
    Price: USD 60.00

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    ART OF SELLING, THE: SALES WITH SERVICE

    Featuring James Fleet, Kim Wall, Mina Anwar and Beverley Hills

    The best thing about dealing with a good sales person is you don't feel like you're being sold to. As far as you're concerned you're just receiving good service.

    This programme is designed to equip your staff with all the skills and techniques they need to approach sales opportunities with confidence.

    Suitable for all levels of staff who deal with customers, the lessons demonstrated are immediately actionable and accessible, from winning the customer's confidence, to discovering their needs, from knowing your product, through to closing the sale.

    Included in the programme is specific extra content for both retail and financial sales. These cover everything from handling complaints to dealing with difficult customers.

    Item no.: SN11270005
    Format: DVD (With Leader's Guide, Workbooks)
    Audience:
    Duration: 38 minutes
    Copyright: 2007
    StdBkNo.:
    Price: GBP 1299.00

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    WINNING OVER EVEN THE MOST DIFFICULT CUSTOMERS: GOING BEYOND "SERVICE WITH A SMILE"

    Like it or not, difficult customer situations are a fact of life. It's up to you to make the most of every conversation you have with difficult customers - and welcome the chance to win them over. In the new program Winning Over Even the Most Difficult Customers, you'll discover techniques for dealing with five of the most difficult types of customer situations.

    You'll go beyond 'service with a smile' when you know how to:
  • Serenely ignore personal insults from angry customers (it's easier than you think!)
  • Calm upset customers by showing them you're their internal champion
  • Smoothly steer conversations back on track with the 'Great-Now' technique (it works!)
  • And much more!

    Once you master the techniques presented in this DVD, you'll find that dealing with ordinary customer situations becomes easier than ever. And you will be ready to win over even the most difficult customers

    Item no.: BS05050047
    Format: DVD
    Audience:
    Duration: 20 minutes
    Copyright: 2003
    StdBkNo.:
    Price: USD 149.00

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    IF LOOKS COULD KILL: THE POWER OF BEHAVIOUR

    Featuring Dawn French and Patrick Malahide.

    How people behave when dealing with customers or colleagues can determine the success or failure of each interaction.

    In this spoof detective case, a customer is driven to distraction by the careless behaviour of staff at the doctor's, at the shoe shop, in the post office and at the station. In a series of engaging, amusing and realistic scenarios, the detective must piece together the customer's movements to see how the behaviour of several suspects led to his demise.

    Three key pieces of evidence result from his enquiries:
  • Behaviour breeds behaviour
  • Behaviour is a choice
  • Behaviour can be used to help a transaction

    Item no.: AP11270050
    Format: DVD (With Leader's Guide)
    Audience:
    Duration: 28 minutes
    Copyright: 2000
    StdBkNo.:
    Price: GBP 1299.00

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    DEMANDING CUSTOMERS: CUSTOMER CARE MADE PERFECT

    Featuring Dawn French, Robert Daws, James Fleet and Rebecca Front.

    This entertaining and amusing programme demonstrates the techniques for making demanding customers satisfied. Four realistic scenarios draw on the everyday experiences of front-line staff and the different characters they face up to: Mr Snappy, Mrs Picky, Mr Yappy and Ms Flash.

    The programme shows how easy it is to enrage and frustrate these demanding customers. However, when people adopt the PERFECT technique - being Polite, Efficient, Respectful, Friendly, Enthusiastic, Cheerful and Tactful - they manage to successfully change the outcome.

    The effective mnemonic makes these simple but effective lessons highly memorable. It is easy to adopt and put into practice at all levels across any organisation that deals with customers.

    Item no.: YC11270028
    Format: DVD (With Leader's Guide, Workbook)
    Audience:
    Duration: 25 minutes
    Copyright: 1997
    StdBkNo.:
    Price: GBP 1299.00

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    HOW TO LOSE CUSTOMERS WITHOUT REALLY TRYING: KEEPING THE CUSTOMER SATISFIED

    Featuring Dawn French, Jennifer Saunders, Stephen Fry, Hugh Laurie and John Cleese.

    To ensure anyone dealing with customers learns the basic techniques for achieving customer satisfaction.

    Customers can be trying - and not all of them are necessarily pleasant. But it is vital to treat them all as personal guests, making them welcome and indulging their whims.

    In various realistic scenarios, staff resort to aggressive behaviour, by being patronising or superior, or defensive behaviour, where they ignore the customer altogether or fail to accept responsibility. The humorous sketches lay the foundations for customer care and provide a concrete set of behavioural rules to make customers happy and keep them coming back.

    They provide a memorable demonstration of the dos and don'ts of customer care, which include: finding the real need behind a request, agreeing a solution with a customer, and seeing things through to a successful conclusion.

    This programme clearly defines valid rules for any customer care exercise and demonstrates that the key learning points for keeping customers satisfied apply to front-line staff in any organisation - from sales to service to a retail checkout or reception desk.

    The key outcomes
  • Will give all types of customer-facing staff the behavioural rules for achieving customer satisfaction - even when handling the most demanding people.
  • Useful for all customer care exercises, role play and discussion

    Item no.: RC11270045
    Format: DVD (With Leader's Guide, Workbook)
    Audience:
    Duration: 32 minutes
    Copyright: 1989
    StdBkNo.:
    Price: GBP 1299.00

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    7 THINGS NEVER TO SAY TO YOUR CUSTOMERS

    Seven deadly service statements ... they sound ominous, don't they? And for good reason. Some of these statements may seem perfectly innocent on the surface and there may be times when you're tempted to try using one or more other them to improve a difficult service situation. But more often than not, you'll find that you've unwittingly only made things worse. With the advice presented in this new program, you'll learn to avoid these service killers and naturally end up providing customers with the care and professional service they deserve ... boosting customer loyalty to new heights!

    Includes tips on how to ...
  • Focus on the customer's problems, even when you're having a bad day
  • Provide timely and accurate information ... even if you're just a part-time employee
  • Maintain a cheerful, upbeat tone of voice despite difficulties
  • Keep your cool during a technical crisis
  • Create a "we" feeling with customers
  • And more!

    This program will ensure that you always use the right words with your customers and practice the kind of communication that makes for superior service.

    Item no.: PJ01820001
    Format: DVD (With Program Guide)
    Audience: Everyone in your organization that interacts with customers.
    Duration: 18 minutes
    Copyright:
    StdBkNo.:
    Price: USD 149.00

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    DEALING WITH ANGRY CUSTOMERS (REVISED)

    This program is for internal customers and external ones; for customers who are face-to-face and over the telephone. It describes how voice mail can help calm angry customers and offers suggestions for dealing with customers who are abusive or violent.

    Item no.: RR00080060
    Format: DVD
    Audience:
    Duration: 18 minutes
    Copyright:
    StdBkNo.:
    Price: USD 585.00

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    EVERYONE'S CUSTOMER SERVICE ROLE

    Every employee-even those not on the organization's frontline-serves as an important link in the customer service chain. This video demonstrates how the actions of every team member can strengthen-or break-the chain vital to customer service success.

    This idea-packed video will strengthen every link in your organization's customer service chain and lead to happier customers, higher sales and greater profits.

    Item no.: SJ01820073
    Format: DVD
    Audience:
    Duration: 13 minutes
    Copyright:
    StdBkNo.:
    Price: USD 149.00

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    FIRST-RATE CUSTOMER SERVICE

    Never has it been more important to get back to providing good old fashion customer service. That's why you need the First-Rate Customer Service Training Kit.

    This comprehensive multimedia product will develop customer service reps' skills in a wide range of areas, including communicating, dealing with difficult customers and turning service into sales. The program serves both as a training program supervisors can facilitate for teams and as a self-paced study course that service reps can take on their own.

    The First-Rate Customer Service Training Kit is an essential resource for developing the front-line employees in your organization into confident and effective representatives of your brand. Customer service reps will discover how to:

  • View service situations from customers' viewpoints.
  • Act in the best interest of the organization to please customers.
  • Avoid phrases that irk customers and damage your organization's reputation.
  • Handle the most difficult customers with confidence.
  • Turn service situations into greater sales.
  • And so much more!

    This resource includes more than a dozen guidelines that show customer service reps step by step how to handle the most challenging situations they will encounter. They will learn how to assess each situation and quickly adapt their responses. The result: reps who shine in every service interaction.

    Item no.: NN05140064
    Format: DVD (With Trainer's and Viewer's Guide)
    Audience:
    Duration: 20 minutes
    Copyright:
    StdBkNo.:
    Price: USD 287.00

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    KEEPING CUSTOMERS COOL: UNDERSTANDING THE CUSTOMER'S PROBLEM

    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 - '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.

    The key outcomes
  • Gain a greater understanding of customers
  • Become more confident in dealing with customer complaints
  • Become an effective problem solver and benefit from more satisfied customers

    Item no.: DE11270058
    Format: DVD (With Guides)
    Audience:
    Duration: 27 minutes
    Copyright:
    StdBkNo.:
    Price: GBP 1199.00

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    LISTEN & WIN: HOW TO KEEP CUSTOMERS COMING BACK

    Each time you do business with a customer, it's a listening test. You can pass the test and encourage customers to return, or you can fail the test and lose customers to competitors. This program will help you become the listening expert that customers truly appreciate.

    Discover powerful techniques and practical tips to help you:

  • Improve customer satisfaction by employing the three C's of listening
  • Develop a listening attitude that helps you relate to customers better
  • Overcome the three most common customer complaints
  • Use focus-in questions to help customers communicate their needs
  • See beyond a customer's words and focus on the true message
  • Tap into the vital information customers may be slow to share
  • And much more!

    This program will help you pass the listening test with flying colors and keep your customers coming back!

    Item no.: EJ05050029
    Format: DVD
    Audience:
    Duration: 14 minutes
    Copyright:
    StdBkNo.:
    Price: USD 149.00

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    THINK LIKE THE CUSTOMER, ACT LIKE THE OWNER: THE ART OF DELIVERING SUPERIOR CUSTOMER SERVICE

    Make sure every customer is a satisfied customer ... with assistance from this new hit DVD. In just minutes, your staff will learn superior customer service techniques, including how to deal with - and win back - even the angriest customer.

    Item no.: RA05140045
    Format: DVD
    Audience:
    Duration: 20 minutes
    Copyright:
    StdBkNo.:
    Price: USD 149.00

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    5 VALUES OF GREAT CUSTOMER SERVICE, THE

    A values-based approach to serving diverse populations.

    Overview
    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.

    Program Objectives
    By viewing the video program and working through the support materials, participants will...
  • Better understand how to provide ALL customers with GREAT service
  • Be aware that how customers perceive the service we offer and how we ~perceive the needs of our customers may depend on their (and our own) ~personal and cultural perspectives
  • Develop a values-based approach to customer service
  • Become familiar with the G R E A T acronym and know how to apply it to ~our relations with our customers

    Program Contents
    The 5 Values of GREAT Customer Service opens with a series of 5 dramatizations. Each of these underscores one of the values we will explore.
  • Show Respect - Every customer is your most important customer
  • Personalize - Avoid preconceived notions and stereotypes
  • Pay Attention - Assess how customers want to be served and adjust
  • Show You Care - Present a positive, supportive attitude
  • Advocate - Stay on your customer's side

    A diverse group of customers share their personal experiences and feelings to help bring the impact of the 5 Values to life.

    The program then explores how we can integrate the 5 Values into our daily work. To do this, we introduce the G R E A T acronym. This stands for ...
  • Greet all customers & make them feel comfortable
  • Respect cultural & other personal differences
  • Evaluate how your customers want to be served
  • Adjust your approach to match your customer's needs
  • Thank your customers for their business.

    Item no.: SB29110001
    Format: DVD (With Facilitator's Guide)
    Audience:
    Duration: 24 minutes
    Copyright:
    StdBkNo.:
    Price: USD 625.00

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