DESCRIPTION
Change the perception that outside customers are the only ones who matter.

This video is ideal for employees who do not realize that others within the organization are in fact their customers. Your employees will learn to provide the same level of service to internal customers as they would to paying clients.

How To Training Points:

• How to make coworkers feel like valued customers
• How to keep deadlines and make realistic commitments that stick
• How to listen, ask questions, and improve relations with internal customers

Customer Service Excellence: It's in the Details

DESCRIPTION
Stop "processing" your customers through -- pay them the attention they expect. Ever been hurried through a check-out line, bounced around on the telephone, or spent more time listening to workers talk amongst themselves before they even noticed to help you? These scenarios are too familiar. Sometimes there's no bigger turn off. It's the details that can ruin or boost a customer's perception of your business and determine whether they will return...

Don't miss this valuable link to your customers. In this company-crucial video one of the most respected customer service specialists in the nations, Lisa Ford, alerts employees to three levels of customer service as she sees it and looks at five qualities of high-standing service today's more educated, high-demanding and sophisticated customers expect. Defined as exceptional customer service, Lisa stresses competence and provides insightful examples on making the customer feel valued, empathized with, and served with timeliness. Too often, just the way we speak (and sometimes most importantly the words we use) and our body language give off the wrong impression to good customers, loyal customers. Lisa shows you how to correct these and other simple, but deadly mistakes, along with an abundance of other "small" tips for turning one-time buyers into lifetime customers.

You'll Learn How To:

• Recover customer service loyalty through four guideline
• Use the "grandmother rule" to improve reliability
• Be aware of a customer's perception to provide better service
• Avoid the most discreditable words in customer service
• Become an active customer-complaint listener

Customer Service: You're in Control

DESCRIPTION
How to Handle Difficult Customers

There are ways to deal with those customers who challenge your employees' patience without making your employee's jobs harder, less enjoyable or unproductive.

How to Handle Difficult Customers gives employees a model action plan and proven customer service tactics that will keep both the customer and the employee happy, even under the most trying situations. Employees will find out what to do when customers become abusive or won't even accept an offered solution, how to say “no” with tact, and much, much more!

You'll Learn How To:

• Avoid common customer service mistakes
• Form your ”response”
• Calm the angry customer, step-by-step
• Change negative instances to positive ones
• Speak helpfully on the telephone