-
Acknowledge - Make Customers Your Top Priority
This video is the first lesson out of four in the "Customer Service: Make it Easy!" series. Customers should be your first priority. Recognize them, before they have to find you. Even when legitimate work issues come up, your customer comes first. Acknowledging customers doesn't require extra work, just a shift in priorities. A quiz is included in the video course version of "Customer Service: Make it Easy!".
-
Listen - Are You Listening to Your Customers
This video is the second lesson out of four in the "Customer Service: Make it Easy!" series. Customers really want to be heard - the first time. Show customers you're paying attention by paraphrasing their message. And be careful not to prioritize speed over comprehension. You can't solve their problem unless you fully understand it. A quiz is included in the video course version of "Customer Service: Make it Easy!".
-
Act - Customer Service is All About Solving Problems
This video is the fourth lesson out of four in the "Customer Service: Make it Easy!" series. Sometimes solving customer problems requires a little creativity. Learn to look for alternatives when you can't give the customer exactly what they want. The key is for you to work for a solution, so the customer doesn’t have to. A quiz is included in the video course version of "Customer Service: Make it Easy!".
-
Customer Service Loyalty
Welcome to our video lesson ‘Customer Service Loyalty.’ Have you ever been to an amazing restaurant, only to have the excellent food undercut by poor service? They’ve probably lost your loyalty because they didn’t recognize all four P's of the customer experience: Product, Process, Performance, and People. This lesson will go into detail on each of the four P's, explain why a business in retail needs to maintain focus on all of these areas, and advise you how to improve any of these areas in which your organization needs reinforcement.
-
Observe: Every Customer is Unique
This video is the third lesson out of four in the "Customer Service: Make it Easy!" series. Be conscious of your customer's words and demeanor. Also, be aware of customers' level of knowledge and use language appropriate for them. Every customer is unique; the key is to not treat every customer the same. A quiz is included in the video course version of "Customer Service: Make it Easy!"
-
Customer Service Gone Viral
You can't help but notice that almost everything we do now has a chance of being recorded, reviewed and presented to the entire planet. Without question, customers are making their buying decisions based on what they see online. This new kind of customer feedback puts service providers in a very vulnerable position, but there is something you can do about it. "Customer Service Gone Viral" video program shows how to avoid customer service problems that lead to negative feedback. The video's host guides viewers through a variety of customer service problems presented as viral videos, recorded phone conversations, music videos, rants and blogs. Each problem in the video is followed by a practical, real world solution. This program not only shows you how to avoid becoming an embarrassing internet sensation--it also demonstrates how to provide excellent service that will lead to rave reviews.
-
Customer Service: Cutting Corners
See how cutting corners -- a driver throwing a package over a fence -- becomes a damaging viral video. Then see another driver deliver exceptional service, leading to rave reviews.
-
Customer Service: I'm Right, You're Wrong
A phone rep -- determined to show he's right and the customer is wrong -- gets a bad review on a blog. In contrast, focusing on solving the customer's problem leads to positive feedback.
-
Customer Service: It's Not My Problem
Watch a customer rant online after getting the runaround from a service rep. She just keeps getting transferred. Finally, one rep takes on the problem and gets a glowing review.
-
Customer Service: Service Delayed is Service Denied
Watch how not delivering "service on time" turns into an entertaining -- but damaging -- music video. The solution: be aware of what your customer needs and when they need it.
-
Customer Service: The Invisible Customer
See how a customer -- ignored by a store's staff -- posts an online video of his frustrating experience. A simple solution is illustrated: give the customer your undivided attention and avoid the bad publicity.
-
Customer Service Episode 1: A Tale of Two Businesses
This video is part of the "Customer Service" series, "Part 1: Before the Customer Arrives"! In an era where many companies offer similar products and services at similar prices, it’s often hard to stand out. But if you offer the best customer service around, you’ll win more than just customers – you’ll win loyal customers. The kind that keep coming back and tell their friends to do the same. If that sounds good, this video training series with accompanying workbooks is exactly what you need!
-
Customer Service Episode 10: Sound Excited Already!
This video is part of the "Customer Service" series, "Part 3: Personal Qualities"! In an era where many companies offer similar products and services at similar prices, it’s often hard to stand out. But if you offer the best customer service around, you’ll win more than just customers -- you’ll win loyal customers. The kind that keep coming back and tell their friends to do the same. If that sounds good, this video training series with accompanying workbooks is exactly what you need!
-
Customer Service Episode 2: Pay Attention to Your Environment
This video is part of the Customer Service series, Part 1: Before the Customer Arrives! In an era where many companies offer similar products and services at similar prices, it’s often hard to stand out. But if you offer the best customer service around, you’ll win more than just customers – you’ll win loyal customers. The kind that keep coming back and tell their friends to do the same. If that sounds good, this video training series with accompanying workbooks is exactly what you need!
-
Customer Service Episode 3: Little Things Matter
This video is part of the Customer Service series, Part 1: Before the Customer Arrives! In an era where many companies offer similar products and services at similar prices, it’s often hard to stand out. But if you offer the best customer service around, you’ll win more than just customers – you’ll win loyal customers. The kind that keep coming back and tell their friends to do the same. If that sounds good, this video training series with accompanying workbooks is exactly what you need!
-
Customer Service Episode 4: Your Wait Time is Approximately…Forever
This video is part of the "Customer Service" series, "Part 2: Customer Interaction"! In an era where many companies offer similar products and services at similar prices, it’s often hard to stand out. But if you offer the best customer service around, you’ll win more than just customers -- you’ll win loyal customers. The kind that keep coming back and tell their friends to do the same. If that sounds good, this video training series with accompanying workbooks is exactly what you need!
-
Customer Service Episode 5: Customer Service 101 -- The Basics of Bad Customer Service
This video is part of the "Customer Service" series, "Part 2: Customer Interaction"! In an era where many companies offer similar products and services at similar prices, it’s often hard to stand out. But if you offer the best customer service around, you’ll win more than just customers – you’ll win loyal customers. The kind that keep coming back and tell their friends to do the same. If that sounds good, this video training series with accompanying workbooks is exactly what you need!
-
Customer Service Episode 6: A Playful Way to Annoy Your Customers
This video is part of the "Customer Service" series, "Part 2: Customer Interaction!" In an era where many companies offer similar products and services at similar prices, it’s often hard to stand out. But if you offer the best customer service around, you’ll win more than just customers – you’ll win loyal customers. The kind that keep coming back and tell their friends to do the same. If that sounds good, this video training series with accompanying workbooks is exactly what you need!
-
Customer Service Episode 7: Dealing With Irate Customers
This video is part of the "Customer Service" series, "Part 2: Customer Interaction"! In an era where many companies offer similar products and services at similar prices, it’s often hard to stand out. But if you offer the best customer service around, you’ll win more than just customers – you’ll win loyal customers. The kind that keep coming back and tell their friends to do the same. If that sounds good, this video training series with accompanying workbooks is exactly what you need!
-
Customer Service Episode 8: Follow Every Rule
This video is part of the "Customer Service" series, "Part 3: Personal Qualities"! In an era where many companies offer similar products and services at similar prices, it’s often hard to stand out. But if you offer the best customer service around, you’ll win more than just customers – you’ll win loyal customers. The kind that keep coming back and tell their friends to do the same. If that sounds good, this video training series with accompanying workbooks is exactly what you need!
-
Customer Service Episode 9: Using Proper English and Grammar Can Only Hurt Your Career
This video is part of the "Customer Service" series, "Part 3: Personal Qualities"! In an era where many companies offer similar products and services at similar prices, it’s often hard to stand out. But if you offer the best customer service around, you’ll win more than just customers – you’ll win loyal customers. The kind that keep coming back and tell their friends to do the same. If that sounds good, this video training series with accompanying workbooks is exactly what you need!
-
Customer Service: Are You With Me?
A recorded phone conversation demonstrates how frustrating it is for customers when reps just don't listen. A simple solution is presented: listen, understand, and confirm.
-
Customer Service: Communication
We will learn how to prepare your mindset before taking a call. We will learn how to employee good phone techniques. We will learn the key to great customer service. Every person that walks into your store or contacts you by phone or online is entitled to your respect, your assistance, and your attention - yet 89% of shoppers have stopped buying from online store after they experienced poor customer service. This a lost opportunity because great customer service translates into more sales and repeat customers.
-
Customer Service: Difficult Customers
We will learn how complaints are the greatest source of learning. We will learn the actions and behaviors that could frustrate a customer. We will learn techniques to handle a perceived difficult customer. The best way to handle a difficult customer is to put the word "difficult" in perspective. A customer perceived as difficult may be more in the eyes of the customer service representative or company than the customer. Customers react to stress and disappointment in a variety of ways. They need someone with who they can vent - someone who will provide a quick resolution. Businesses who understand how to handle difficult customers can reap huge rewards.
-
Customer Service: How to Excel
We will learn how easy the internet makes complaining easy. We will learn ways a company can excel using great customer service. We will learn how to deliver top quality customer service. The internet makes complaining easy - but comments and statistics are the roadmap to marketing and improvement. Statistically, consumers are engaged, informed, and have limited time to make purchases. Do not lose them due to poor customer service, poor telemarketing techniques, poor order processing, or poor technical support. Every single person in your company should be caring for the customer in ways that exceed their expectations.
-
Customer Service: Reasons to Excel
We will learn the importance of great customer service. We will learn the reasons why a company needs to excel. We will learn the role of the manager and employee. The term call center was first published by the Oxford English dictionary in 1983. It is not just a department, it is a reflection of the company. And everyone in the company must agree they need customers. If you work for pay, the customer guarantees your paycheck. A company wishing to excel should know the best strategy to increase profits is to provide great customer service through phone and email support, web forms, chat rooms, and social media. Great customer service can turn a first-time buyer into a lifetime customer.
-
Customer Service: Skills Required
We will learn the qualities of a great customer service representative. Will learn the importance of high emotional intelligence. We will learn the training needed for a customer service agent. It takes a very special individual to excel at customer service. The skilled individual is adaptable, articulate, attentive, caring, compassionate, confident, curious, flexible, friendly, goal-oriented, helpful, kind, motivated, patient, persuasive, a problem-solver, and tenacious. Now for those who may not possess every quality, they can be learned and serve you well throughout your career.
-
Creating a Customer Service Culture
Welcome to the “Creating a Customer Service Culture” video lesson intended to describe the leadership and operational steps to build and support a customer service culture. This lesson shows the learner what an organization’s leadership must do to create a great service culture and how they can achieve it. The lesson also demonstrates how to sustain a customer service culture while an organization is growing.
-
The Scope of Customer Service
Welcome to “The Scope of Customer Service” video lesson intended to provide a complete look at the customer and how to give the best customer service. This lesson shows the importance of customer service by and for everyone in an organization. It also demonstrates why the internal customer is significant to the success of the organization.
