Description
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
ENGLISH VERSION
SPANISH VERSION
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 impo
Customer Service DVD’s
The Service Quality Institute’s unique approach uses 12 weekly 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 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.
Video 1: The Key to Customer Satisfaction
Provides the customer service basics of exceptional service. The 5 “Service First” principles. (Order individual videos)
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. (Order individual videos)
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)
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. (Order individual videos)
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. (Order individual videos)
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 individual videos)
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)
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)
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. (Order individual videos)
Video 8: Effective Phone Techniques
How to serve customers appropriately during phone 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. (Order individual videos)
Video 10: Service Recovery
This 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)
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)
Testimonials from those who have bought our Customer Service DVD’s
“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
“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.
Our Customer Service Training Videos Set Includes:
- 12 Customer Service DVD’s (Order individual videos)
- Each Customer Service DVD is approximately 12-15 minutes long
- 12 Customer Service DVD’s Discussion Guides
- 12 Answer Sheets
- Facilitator Guide (70 pages)
- PowerPoint slide presentation for each video
- Color Certificate of Training
- Each DVD includes both English and Spanish versions
- LIFETIME Guarantee
Complete No Question Money Back Guarantee
My Customer Service DVD’s 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.
My phone number is 800-821-2487.
The Customer Service DVD’s 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.
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