Description
Customer Service Training DVD’s
Each Library Includes:
- 12 DVD’s
- 12 Discussion Guides
- 12 Answer Sheets
- Facilitator Guide (70 pages)
- PowerPoint slide presentation for each video
- Color Certificate of Training
- FREE technical support
- Each DVD includes both English and Spanish versions
- FREE worldwide shipping
- LIFETIME Guarantee
A Complete Customer Service Training Video Program
(Preview videos by clicking on video titles)
Video 1: The Key to Customer Satisfaction
Provides the basics of exceptional service. The 5 “Service First” principles.
Video 3: Managing Complaints and Angry Customers
Skills to solve problems, take care of complaints and deal with angry customers. How to solve complaints immediately and how to handle complex problems.
Video 5: Effective Questioning and Listening Techniques
How to detect precisely what customers need and expect. Skills for asking questions, listening with precision and to confirm that one is fully understood.
Video 7: Value Add Service
Keys to add value to your customer service: How to go beyond the rules to offer the unexpected. How to use positive surprise elements to earn the respect and loyalty of customers.
Video 9: The Art of Satisfying Customers
strategies to maintain customers and to make them return more than once. How to make satisfied customers into “raving fans” of your company. How to attract new customers through free word-of-mouth advertising.
Video 11: Empowerment
How to empower (grant decision power) all your personnel to place customers above internal rules and procedures. Guidelines to assume responsibility in the face of problems and to resolve unexpected problems immediately, using common sense.
Video 2: Developing Teamwork
Skills for the integration of customer-oriented teams. How to merge efforts with colleagues and coworkers to offer customers better solutions and better experiences.
Video 4: The Language of Positive Communication
Methods to generate positive interactions with customers and team members. Ideas to energize the work environment, to boost morale and to improve productivity. Provides an understanding of first impressions, developing a positive attitude and defines communication in its different forms.
Video 6: Exceed Customers Expectations
How to stand out from the competition. How to run the “extra mile” of service. How to do more than what people expect to make your service from good to extraordinary.
Video 8: Effective Phone Techniques
How to serve customers appropriately during phone, fax and voice mail contacts. The video tackles all the elements of communication: from facial expressions and body language to the pace, tone and volume of the voice.
Video 10: Service Recovery
How to turn service problems and difficult situations into positive experiences that ensure customers will return. Encompasses problem solving skills, acknowledgment of fault and the action necessary to redeem the customer's satisfaction. Techniques to save the relationship after a mistake was made or something came out wrong.
Video 12: Total Quality Service
Reviews the essential ideas in the previous eleven videos. Techniques to do things well, always and from the first time. Tools for efficiently managing the service improvement process. Prescribes techniques for internally managing the process of exceptional customer service and controlling customer service outcomes. Provides motivation for your staff and employees to continually improve their service skills.
When You Purchase the 12-Video Customer Service Video Library You Also Receive these Special Bonuses. . .
12 Discussion Guides
Each guide will help you promote group participation through active involvement and guided discussion. You are free to make copies of the discussion guides for each participant and have them fill out the questions at the end of the session. Includes answer sheets in both English and Spanish. Provided on a CD/Secret website.
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 training program. Provided on a CD/Secret website.
12 Full-Color PowerPoint Presentations
Your facilitators can use these presentations 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. Provided on a CD/Secret website.
Color Certificate of Accomplishment
People like to receive diplomas and recognition. We have designed an attractive, color Certificate of Accomplishment. You can print as many copies as you want and give it to the employees who complete the Service First Video Library. Provided on a CD/Secret website.
Your Secret Password
We provide you access to the private section on our web site where you can download these bonuses as well as additional materials to enhance your training program.
FREE, Unlimited Technical Support
As a video library customer, you will be able to get in touch with with our international team of support professionals to answer all your questions and give recommendations on how to get the most out of your video library.
[/stextbox]
