Customer Service Essentials (DVD series)

Description

• Person-to-Person Customer Service
  One shopper wants a price quote, another needs something that’s shelved too high. Two more customers are waiting for items from storage, and there’s a huge line forming at the front counter. Its another crazy day in customer service – a department that can make or break a brick-and-mortar business.Whether you’re working the sales floor, waiting tables, or running a cash register, you’ve got to emphasize the service in customer service, thereby ensuring a loyal and ever-expanding base of patrons. This video shows employees how to achieve that goal, using lively animation, no-nonsense explanations, and clear, entertaining dramatizations.Topics include creating a good first impression, developing a professional and outgoing attitude, following customer service procedures in a logical manner, and handling conflict calmly, confidentially, and respectfully.Click here to view a video clip.
• Telephone Customer Service
  We’ve all experienced the frustration of dealing with a company or organization over the telephone. Being put on hold or transferred again and again, often without finding an answer or solution, is enough to drive anyone crazy.Now, switch places – imagine you’re being paid to help customers by phone. What can you do to ease their aggravation, address their queries, and solve their problems? If a conflict emerges, how will you untangle it without the benefit of face-to-face interaction?This video provides answers to those questions, guiding trainees with simple dramatizations, concise explanations, and hip animation. Offering an overview of the basic components of a telephone support system, the video emphasizes the importance of active listening, documentation, and multitasking, while helping viewers recognize the communication barriers inherent in telephone technology.Click here to view a video clip.
• Online Customer Service
  Helping people via the Internet might sound easy, but in fact, many customers expect more from a digital interface than they do from in-person or telephone venues. And because folks can take their business elsewhere with one swift click or keystroke, competition for online customers is fierce; anyone tasked with keeping them happy is on the front line of a company’s battle to succeed.Using eye-catching animation, down-to-earth explanations, and illustrative chat excerpts, this video presents the best ways to assist customers who sign in rather than stroll in. Topics include: the basic parameters, functions, and fine points of live chat, which enables a trainee become the voice of his or her company; the ways in which social media platforms like Facebook and Twitter can play a role in effective customer service; the importance of e-mail etiquette; and the methods by which a service representative should deal with online behavior that becomes upsetting or offensive.Click here to view a video clip.

• Person-to-Person Customer Service Instructor’s Guide
• Telephone Customer Service Instructor’s Guide
• Online Customer Service Instructor’s Guide