TRAINING TOPIC : AFFORDABLE - Customer Service
Training Video:DEALING WITH THE IRATE CUSTOMER - AWARD WINNER
It's hard to keep your cool when dealing with difficult customers. After all, it's only human to get defensive and fight back—or cave in and give them whatever they demand. What you need instead is a plan.
The guidelines presented in this training video will help you calm angry customers. Once you bring them around, they're more likely to work with you to find a resolution that solves their complaint yet is fair to your organization.
This customer service video includes valuable tactics, including: Connect with the angry customer. Show empathy or apologize if appropriate. Guide the customer's attention toward solving the problem. Use positive language. Have the customer make small decisions. Take a timeout or draw the line. Know what you can offer. Duration: 21 Minutes [CC] Closed Captioned
Training Video: WEDNESDAY'S TOUCH
Customer service is an art as well as a science. Skills can be taught, but the right attitude is even more meaningful. This video tells a simple but moving story about the importance of one customer service rep in the eyes of her customer. It inspires viewers to see that customers are people, too -- and to build relationships that keep customers coming back. Duration: 6 Minutes [CC] Closed Captioned
Training Video: WHEN THE PHONE RINGS: Telephone Skills for Better Service
Great telephone service doesn't have to be a thing of the past. Even with the advent of email and the Internet, your customers still want to be able to call sometimes and reach a live person. And how that call is handled still makes a huge difference to the success of your organization.
When the phone rings, your employees have only a few seconds to set a tone. To communicate that your company listens to customers and gives them what they need- every single time they call. Those who answer the phones are speaking for everyone in the company. Make sure they have training.
Duration: 20 Minutes [CC] Closed Captioned
Training Video: LISTENING UNDER PRESURE - Best Seller
In three entertaining and informative stories, you'll learn the right and wrong ways to handle customer service challenges. You'll learn how three specific listening skills can soothe irate customers; help you get the information you need to solve their problems; and keep your focus in spite of interruptions. Once you've mastered these crucial skills, great customer service will be second nature.
Learn three effective listening skills: Attentive—make the customer your first priority. Active—ask questions that address the clients' concerns. Objective—keep an open mind and avoid jumping to conclusions Duration: 14 Minutes [CC] Closed Captioned
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