Customer Service
The Telephone - Your Business on the Line
Video Description:
An organizations image is put on the line every time the phone rings. All employees - not just sales, customer service, or telemarketing personnel - must master corporate policy concerning business phone procedures. The image an employee conveys over the phone is very important since it could e the only contact a customer has with an organization. The Telephone: Your Business on the Line teaches employees proper phone behavior and communication techniques to insure customer satisfaction.
Includes Leaders Guide & Employee Workbook
Pricing: $368.75 $295.00
Features:
- 22 min
- English ONLY
- DVD or VHS
- Student Test on CD-Rom
Customer Service
Explosive Situations - Defusing
Video Description:
If your employees spend any time dealing with customers, theyre sometimes going to be faced with people who are angry - and some of those people are going to be very angry. Oftentimes, the cause of that anger isnt related to anything your employee or your company has done wrong but, rather, to a misunderstanding or misconception surrounding the situation and that can lead to an explosive situation.
Fortunately, however, your employees have several tools that can help them take control of the situation and defuse that angry customer. This video will tell your employees just what those tools are and how they can use them to get to the heart of the problem.
Includes Leaders Guide & Employee Workbook
Pricing: $368.75 $295.00
Features:
- 23 min
- English ONLY
- DVD or VHS
- Student Test on CD-Rom
Customer Service
Ripples (12 min.)
Video Description:
Poor customer service can have far-reaching and long-lasting effects on the success of your company. This video utilizes dramatic scenarios to demonstrate the effects, both positive and negative, that employees customer service techniques can have on your company. Each scenario shows how a single action or phrase has a ripple effect. This video follows the consequences of each action or conversation as and shows how one event can be amplified over time and just how far the ripple effect can extend.This video is a best seller and great for anyone in your company.
Includes Leader s Guide and Employee Workbook
Pricing: $368.75 $295.00
Features:
- 12 min
- English ONLY
- DVD or VHS
- Student Test on CD-Rom
Customer Service Series
12 Steps to Superior Customer
Video Description:
Whenever someone answers a company phone, they make an impression on the caller. Whenever a letter is written on a companys stationery, it makes an impression on the person who reads it. Whenever a receptionist greets a visitor, his or her manner makes an impression on that customer.
When a customer has a bad experience with a customer service representative-or a company employee-the blame doesnt fall on the employee, but on the company. And each dissatisfied customer will tell 9 or 10 of his or her acquaintances about the bad experience. For this reason its vital for employees to know-and-follow-the keys to successful customer service.
Includes Leaders Guide & Employee Workbook
Pricing: $368.75 $295.00
Features:
- 23 min
- English ONLY
- DVD or VHS
- Student Test on CD-Rom
Customer Service Series
Customer Service Central - The Essentials
Video Description:
Customer service is one of the most essential ingredients of any companys success. Good service remains the same regardless of the business. The essence of excellent customer service is simple - its meeting customer needs. How well service providers meet those needs is what distinguishes great service from merely adequate service.
As front-line service providers, employees must translate these key ingredients into service-oriented actions that keep customers coming back - and thats exactly what Customer Service Central helps them do.
Includes Leaders Guide & Employee Workbook
Pricing: $368.75 $295.00
Features:
- 27 min
- English ONLY
- DVD or VHS
- Student Test on CD-Rom
Customer Service Series
Serving Customers With Disabililities
Video Description:
This video is designed to help viewers overcome their uneasiness about waiting on people with disabilities and make them more perceptive to their needs. This program offers a firsthand view of what offends, what doesnt, and what kind of help customers with disabilities will need. Four scenarios showing individuals with four different disabilities highlight ways viewers can effectively communicate with people who are disabled. The scenarios demonstrate how to communicate with someone who is blind, or in a wheelchair, or deaf, or who has cerebral palsy.
Includes Leaders Guide & Employee Workbook
Pricing: $368.75 $295.00
Features:
- 24 min
- English ONLY
- DVD or VHS
- Student Test on CD-Rom
Customer Service Series
Service Strategy - The Competitive Edge
Video Description:
This video teaches how to implement an effective Service Strategy. It takes a detailed look at the Service Triangle consisting of Strategy, People and Systems centered around the customer. Interviews with corporate CEOs and Customer Service managers provide a real-world approach to sales strategies. Teaches the 5 phases of developing and maintaning a successful Service Strategy: Understand your Customer, Clarify your Strategy, Educate your Organization, Implement Improvements and Make it Permanent.
Includes Leaders Guide & Employee Workbook
Pricing: $368.75 $295.00
Features:
- 26 min
- English ONLY
- DVD or VHS
- Student Test on CD-Rom
