Description
ENGLISH VERSION
SPANISH VERSION
When You Purchase the 12 Customer Service Training 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.
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 thumbdrive/Secret website.
12 PowerPoint Presentations
Your facilitator 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.
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.
Secret Website 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 customer service training videos customer, you will be able to get in touch 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.
FREE Service First Video Library Brochures
- Click Here to Download the English Brochure
- Click Here to Download the Spanish Brochure
- Click Here to Download the Russian Brochure
Each session can be facilitated in 1 hour or less and contains the following:
- 12 Different Video Learning Sessions
- 1 Facilitator Manual
- 12 PowerPoint Session Slides
- Discussion Guide to accompany each video
- Answer Keys
- Certificates of Accomplishment
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, each of the customer service training videos enhance the service skills and job performance of all your employees.
The Service Quality Institute’s unique approach uses 12 lessons that scaffold the knowledge base your business needs for success, developing a functional, in-depth insight into customer relations by building a strong foundation. Each 15-minute lesson focuses on a particular customer service topic, and doubles as an effective tool for both educating employees and building a powerful team dynamic. By bringing employees together in a constructive environment where they can hone in and develop existing skills while improving others, your customer service team will function as a unit. They will develop a unified consumer culture around your business so that your customers always expect the same level of exemplary service.
Complete No Question Money Back Guarantee
My customer service training videos 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 Customer Service Video Library , just contact me and I’ll gladly exchange your videos or refund 100% of your purchase price at any time.
The customer service training videos have a lifetime guarantee. If you have any problem with your videos or even if they wear out from use — We will replace your videos at no cost. My phone number is 800-821-2487.
Benefits of The Service First Video Library Include:
- Train any number of employees with immediate results
- Pay NO additional cost for future staff – cost is not based on number of users
- It’s so user friendly you don’t have to invest in experienced facilitators
- Fresh and relevant video examples
- A solid foundation for future customer service training
Our Customer Service Training Video Library Includes:
- 12 DVD’s,Thumbdrive or Online Version
- Each customer service training video is approximately 15-20 minutes long
- Facilitator Guide (70 pages)
- Customer service training videos PowerPoint slide presentation
- DVD’s include both English and Spanish versions
- PO’s accepted (U.S.)
- FREE SHIPPING US & Canada via Federal Express
- Ships in 2 days
- 100% money back guarantee
- Click here to order
Video 1: The Key to Customer Satisfaction
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 customer service training.
Provides the customer service basics of exceptional service. The 5 “Service First” principles.
Key Points Covered:
- What percentage of dissatisfied customers switch to a competitor because of poor service.
- The five benefits to your organization when customers return more often.
- The difference between internal and external customers.
- A more effective way with the people at work (internal customers) who count on you.
- To understand the five principles we must practice every day in order to provide quality service to both internal and external customers.
- The reasons why you are important to the company.
Video 3: Handling Complaints and the Irate Customer
Skills to solve problems, take care of complaints and deal with angry customers. How to solve complaints immediately and how to handle complex problems. (Order individual videos)
Key Points Covered:
- Why complaints should be considered “opportunities.”
- Why the average business hears from only 4% of its dissatisfied customers.
- Know the easiest type of complaint to resolve.
- Understand the four basic steps you should take when handling a specific problem.
- Learn to diffuse difficult situations.
- Learn to prevent angry customers from upsetting us.
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. (Order individual videos)
Key Points Covered:
- Three ways to understand customer needs.
- Why listening and questioning are so important.
- How to confirm and repeat what you think customers are asking.
- Learn two types of questions you need to ask.
- How to avoid letting your thoughts wander.
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. (Order individual videos)
Key Points Covered:
- Learn to prioritize on customer needs instead of completing other job tasks.
- Learn the difference between exceeding customer expectations and giving value-added service.
- Two simple things you need to do to give value-added service.
- Learn which other Service First skills you can use to help determine your value-added service.
- Learn the benefits of value-added service.
Video 9: The Art of Satisfying Customers
This video provides many strategies to make customers happy and make them return over and over again to spend more money. How to make satisfied customers into “raving fans” of your company. How to attract new customers through free word-of-mouth advertising. (Order customer service training single DVD)
Key Points Covered:
- How the attitude of customer service is reflected.
- What the art of satisfying customers is based on.
- Understand the minimum requirement for satisfying customers.
- Learn the four techniques to use to find out customer needs and expectations.
- Learn how to create a competitive advantage.
- Learn the skills and attitudes you need to demonstrate as a professional.
Video 11: Empowerment
How to empower (grant decision power) all your staff 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. (Order customer service training videos single DVD)
Key Points Covered:
- Learn the appropriate actions to take for quick responses.
- When an empowered response to a customer situation is appropriate.
- What you should do when a customer solution is not within the boundaries of your authority.
- Why it may be necessary to bend or break a rule when practicing empowerment.
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. (Order individual videos)
Key Points Covered:
- The definition of teamwork.
- Why teams are important. Learn to understand the benefits of working as a team.
- To know the four things important to successful teamwork.
- To identify obstacles that prevent you or your team from performing successfully.
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. (Order individual videos)
Key Points Covered:
- Identify some ways you can project a positive attitude.
- Know the three forms of positive communication.
- Understand what percentage of total communication are spoken words, tone of voice, and body language.
- Why it is so important to say “thank you” to customers and coworkers.
- Identify ways you can communicate positively with words, tone of voice, and body language.
Video 6: Exceed Customer’s 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. (Order customer service training videos single DVD)
Key Points Covered:
- The three rules of exceeding customer expectations.
- Discover whose job it is to provide professional, excellent service.
- What type of customers your coworkers are.
- Learn what happens when internal customers receive poor service.
- Learn the benefits of exceeding external customer expectations.
Video 8: Effective Phone Techniques
How to serve customers appropriately over the phone and delivering voice mail messages. The video tackles all the elements of communication: from facial expressions and body language to the pace, tone and volume of the voice.
Key Points Covered:
- Four key tactics that communicate quality over the telephone.
- 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.
- Determine five ways you can use the telephone to increase customer satisfaction.
Video 10: Service Recovery
This customer service training video shows how to transform angry customers into happy customers and handle difficult situations insuring customer satisfaction. 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. (Order individual videos)
Key Points Covered:
- Learn to define service recovery.
- Learn the triple service recovery skills.
- Why it is important to apologize for a problem, even if you are not personally to blame.
- Why you should admit a mistake has been made.
- The actions you can take to recover a service situation.
- What to do if service recovery is beyond your boundaries of authority.
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. (Order individual videos)
Key Points Covered:
- Learn the definition of total quality service.
- Four things important to successful teamwork.
- Techniques you should use when dealing with complaints or irate customers.
- Learn the three elements that compose positive communication.
- Three skills necessary to understand customer needs and expectations.
- The benefits of exceeding customer expectations.
- Learn the qualities of a service professional.
Testimonials from those who have bought our customer service training videos library
“We have truly found the customer service training videos 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
“I needed a good customer service tool to facilitate training. I found that and more in Service First. I formed three 1-hour groups on the first day. In the afternoon, you could walk around the office and NOTICE a change. In a few weeks, our Executive President also noticed that “something big” had changed and was delighted with the return on his investment.”
– Danny Szell, A-1 Freeman Relocation, Inc.
“Service First is a well-designed program, easy to understand, which adapts to any type of business. It is surprising that its examples are frequently so close to what occurs every day in our own organization.”
– Robert C. Clarck, Allen Storage & Moving Co.
“I want to thank you for the Service First Video Library. We originally used the videos for our monthly staff meetings. Now we use them to train new employees in service skills. It is an easy-to-use system, which allows us to train, economically, each and all of our employees. And it can be used again and again! Employees learn how to interact positively with customers, so they feel good doing business with us ”
– Cheryl A. Dehmer, The Bank of Elk River
“As you know, I was using the Service First Video Library in my previous work in the private sector with fantastic results. Now that I work in the public sector, I have implemented your program again, with very positive results so far. It has been very easy to adapt the concepts to focus them on serving the internal customer, as a means for providing service of excellence to our external customers, the citizens of our community. My people have responded with enthusiasm.
– Mark E. Anderson, Brooklyn Park Municipality
“A few months ago we acquired the Service First Video Library as a training tool for the more than 600 grocery stores that we serve. Many of our stores have organized programs to receive a new video every month, covering a full year of emphasis on customer service. The Video Library is an ideal tool to show and strengthen the importance of service and for our employees to understand how to keep customers in order to be competitive in the market “.
- Audrey Cravatt, Affiliated Food Stores
“Just a quick note to tell you how much we appreciate the Service First videos that we acquired not long ago. Despite being on the sales field for over 40 years, I have learned many important points with these videos. Before showing them to my employees, I watched the Video Library three times!”
- Keith Kirt, Greener Pastures Development Corp.
Dedicated server –
But this amusing customer service training video keeps the viewers’ interest and entertains while it teaches. The principles displayed in the coffee shop are effective for all customer service positions, in any kind of business.
Gregory –
“We have truly found the customer service training videos 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
Gregory –
“Service First is a well-designed program, easy to understand, which adapts to any type of business. It is surprising that its examples are frequently so close to what occurs every day in our own organization.”
– Robert C. Clarck, Allen Storage & Moving Co.
“I want to thank you for the Service First Video Library. We originally used the videos for our monthly staff meetings. Now we use them to train new employees in service skills. It is an easy-to-use system, which allows us to train, economically, each and all of our employees. And it can be used again and again! Employees learn how to interact positively with customers, so they feel good doing business with us ”
– Cheryl A. Dehmer, The Bank of Elk River
“As you know, I was using the Service First Video Library in my previous work in the private sector with fantastic results. Now that I work in the public sector, I have implemented your program again, with very positive results so far. It has been very easy to adapt the concepts to focus them on serving the internal customer, as a means for providing service of excellence to our external customers, the citizens of our community. My people have responded with enthusiasm.
– Mark E. Anderson, Brooklyn Park Municipality
“A few months ago we acquired the Service First Video Library as a training tool for the more than 600 grocery stores that we serve. Many of our stores have organized programs to receive a new video every month, covering a full year of emphasis on customer service. The Video Library is an ideal tool to show and strengthen the importance of service and for our employees to understand how to keep customers in order to be competitive in the market “.
– Audrey Cravatt, Affiliated Food Stores
“Just a quick note to tell you how much we appreciate the Service First videos that we acquired not long ago. Despite being on the sales field for over 40 years, I have learned many important points with these videos. Before showing them to my employees, I watched the Video Library three times!”
– Keith Kirt, Greener Pastures Development Corp.
Gregory –
“I needed a good customer service tool to facilitate training. I found that and more in Service First. I formed three 1-hour groups on the first day. In the afternoon, you could walk around the office and NOTICE a change. In a few weeks, our Executive President also noticed that “something big” had changed and was delighted with the return on his investment.”
– Danny Szell, A-1 Freeman Relocation, Inc.