Summary: Ours is increasingly becoming a service economy. It follows that our premiere commodity is customer service. This program describes and defines the problem: what customer service is and what it isn't; the skills necessary to achieve it; the rationale for improving service; the categories of customer service-decision-making service (helping customers decide), problem-solving service (fixing...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2007
View online at AVOD
Summary: This program emphasizes the importance of dealing with stress without damage to either oneself or the goal of working productively to provide service: learning to organize oneself, learning to change unacceptable situations, changing one's approach to problems and situations, and managing deadlines. The program also shows how to manage the stress created by telephonic interaction with customers.
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2008
View online at AVOD
Summary: This program discusses how to put the techniques of customer service into practice. It explains the rationale of providing service to the customer, for the customer saved is the service-provider's job saved, and the customer pleased is the service-provider's key to job advancement. Reviewing techniques from the previous programs, this video motivates viewers to implement the lessons of...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2008
View online at AVOD
Summary: This program offers some useful tools for using the telephone to communicate with customers, and it highlights some of the things customers find most irritating about phone communication: the unanswered phone, answering without identifying yourself, the customer kept on hold for what seems like forever, multiple transfers to other extensions or people, and so on.
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2008
View online at AVOD
Summary: Providing a service is different from producing a product because service is produced at the moment of delivery-a one-time opportunity to satisfy the customer which, once lost, is often lost forever. This program shows what the customer expects in the way of service, and how he or she reacts to both good and bad service. The program also describes the service cycle and the techniques for...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2007
View online at AVOD
Summary: The customer is not always right, but the customer's needs remain the number one priority. This program moves beyond the fundamentals of good customer service to the problems of dealing with more complex and difficult situations: How do you satisfy customers who want something you cannot give them? How do you work out a deal with a customer when you cannot agree on the terms? What are the most...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2007
View online at AVOD
Summary: This program offers techniques for hearing what the customer is really saying, in words and with body language. It stresses the importance of listening, shows common barriers to what seems like (but isn't) an ordinary skill, and explains how and when to express empathy, ask questions, paraphrase, and summarize. It further explains the interpretation of nonverbal signals from the customer;...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2007