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Customer Service Training Library
The Complete DVD Customer Service Training Library
is our flagship DVD training package which is currently helping tens of thousands of organizations improve
communications with customers. Training with this proven 18-module DVD series will help your staff to
become highly skilled at satisfying customers. These turn-key packages include leader's guide and desktop
reminder cards plus one year distribution rights for participant workbooks and accompanying PowerPoints.
NOTE: the resolution of these online previews is limited. The full length, chaptered DVD customer service training programs you license will be broadcast quality.
The Customer Service Training Library includes the following titles:
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Apart from the actual skills and techniques,
why is it that some people seem like
'naturals' when it comes to providing great
service? This program identifies and
highlights the basic characteristics and
traits of people who demonstrate excellent
customer service.
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Listening skills and questioning techniques
are both critical components to providing
superior customer service. This popular
program teaches the six basic steps to
becoming a more effective listener plus
identifies six effective questioning skills,
plus how and when to use them effectively.
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The Seven Touch Points Of Communications.
This new program addresses understanding
and being understood in spoken and written
service situations. Covers voice, tone, words
used and how the listener's perception affects
how well you communicate with customers.
Course identifies synchronous communication
methods (phone, face-to-face and instant
messaging) along with asynchronous
communication methods (email, voicemail, fax
and letters).
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A powerful management development
resource. This content-rich training tool
explains the differences between training,
coaching, and counseling and illustrates
our proven Four Cs of Coaching Model in
a variety of service and line management
situations.
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New version! Don't tell customers what you
can't do, tell them what you can do. Your
staff will learn the Five Forbidden Phrases®
of Customer Service followed by the
Positive Alternatives they should be using
instead. By following the techniques in this
program your team will prevent service
mishaps before they occur. Includes both
telephone and face to face examples.
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Viewers will meet the men and women
responsible for originating some of the
worst customer service habits which
plague the planet today. Watch Joanie
Jargon baffle her caller with an unending
array of internal codes and abbreviations.
See Bob Backwards put his paperwork before
his customers. You'll recognize each inductee
and your team will want to avoid duplicating
their error!
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No matter if your staff handles inbound or
outbound customer inquiries, this program
is loaded with twenty-six powerful
techniques, skills and ideas which will be of
immediate help to everyone in a customer
service or telesales position. Topics are
divided up into 26 easy to use, one minute
sections.
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There are basically three levels of service
in the world. Do your customer contact
employees deliver passive, average, or
proactive service to your customers? This
popular video training program teaches the
importance of high energy, enthusiasm,
rapport building and cross selling.
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Addresses ten simple yet crucial skills
which form the very foundation for
delivering exceptional customer service on
the phone. Topics include answering a
business call, placing callers on hold,
offering spoken feedback signals, avoiding
excuses, being aware of mouth noises
and regain control of the conversation.
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Offering great service is usually easy when
things are going well. You don't truly learn
about an organization's service character
until something goes wrong. In today's
competitive service environment merely
correcting the problem isn't always enough.
Many situations require Service Recovery.
Service Recovery is a specific set of actions
which customer-oriented organizations take
whenever there's a disappointment for the customer.
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This powerful program helps viewers
understand that a great attitude isn't
something that magically happens. Rather,
it's a choice which people make in
advance about how they're going to deal
with life's events. Key points include
choosing your attitude in advance, visualizing
success and resisting negative influences.
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Have you ever had a bad day and then
barked at a coworker? Or worse yet, at a
customer? We call it Emotional Leakage
and this short awareness program will help
viewers realize how damaging this
behavior can be. Seeing Emotional Leakage
from a third party point of view will raise your
staff sensitivity to this widespread problem.
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This course identifies six practices which
will help service providers offer a more
positive experience for their customer.
From showing patience and tolerance to a
senior citizen to the importance of avoiding
common distractions in the workplace, this
program raises awareness about how each team
member contributes to a positive interaction.
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This best selling customer service video
program includes a highly effective four
point plan for calming irate customers and
maximizing their situation. Trainees will first
learn that irate calls are nothing personal.
The customer is upset at a problem, not at
the CSR. This program includes the proven
ASAP technique for handling irate customers.
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Employees either serve customers directly
or they serve someone who does. It's
critical for superior service to begin within
the walls of your organization. This program
illustrates the six essential elements for
improving internal customer service and
help employees realize we are customers to
each other.
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This program explains that all callers are
created equal and offers techniques which
will make communications easier with
foreign language customers. Realistic
vignettes and characters make this
program a powerful sensitivity builder.
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What exactly constitutes rude behavior?
Must it be intentional? This program
explores the various types of rudeness
according to the Rudeness Matrix and also
raises awareness to how one's actions
can be perceived as rude. Humorous
vignettes make this program a must
see training tool.
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Most everyone understands the importance
of excellent customer service during the
purchasing process. But what happens
after the transaction? How do we cement
a relationship with customers to move their
purchase from merely a transaction into a
long-term relationship? This course
emphasizes the importance of follow up after
the sale and gives realistic examples of how to
handle the five most common follow-up scenarios.
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