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The service mentality by
Call Number: DVD599 2008 v.1
(23 min.; guide available) The importance of learning and practicing proven service techniques is obvious. Apart from the actual skills and techniques, why is it that some people seem like 'naturals' when it comes to providing great customer service? This program identifies and highlights the basic characteristics and traits of people who demonstrate excellent customer service.
Determining caller needs: listening skills & questioning techniques by
Call Number: DVD599 2008 v.2
(25 min.; guide available) Effective listening skills and questioning techniques are key to delivering top notch customer service. Equip your employees with the tools they need to determine exactly what your customers are requesting. This program includes the 6 steps to becoming a more effective listener on the telephone as well as how to apply 6 effective questioning techniques.
From curt to courteous: the 7 touch points of communication by
Call Number: DVD599 2008 v.3
(23 min.; guide available) This program illustrates the nuances of popular methods of business communications including issues involving understanding and being understood in spoken and written service situations. Covers topics such as how voice, tone, words and the listener's imagination all affect how well you'll communicate with your customers. Identifies synchronous forms of communication - phone, face-to-face and instant message - along with asynchronous forms - email, voice mail, fax and letters.
Four C's of coaching skills by
Call Number: DVD599 2008 v.4
(25 min.; guide available) Demonstrates ways to improve performance management and explains the difference between training, coaching, and counseling. Effectively illustrates a variety of customer service related coaching situations. This program will assist in developing the coaching skills of managers, supervisors, team leaders and coworkers within your organization.
Five forbidden phrases by
Call Number: DVD599 2008 v.5
(18 min.; guide available) The Telephone Doctor has collected comments from various radio & TV appearances and dulled out the 5 most frustrating phrases to which the public objects. Whether it's a telephone conversation or a face-to-face situation, this dynamic video covers the curse to help eliminate these turn-offs.
Six cardinal rules of customer service by
Call Number: DVD599 2008 v.6
(20 min.; guide available) Meet men and women who are responsible for poor customer service treatment both on the phone and in person. Guaranteed to help fight mediocrity in the workplace.
Telesales tips from A to Z (33 min.) by
Call Number: DVD599 2008 v.7
(33 min.; guide available) A culmination of over 30 years of telesales experience in one video! This alphabet soup of ideas and techniques will improve the performance of inbound and outbound telephone sales reps. This program will also enhance 'people skills' in any educational communication session.
Proactive customer service by
Call Number: DVD599 2008 v.8
(19 min.; guide available) Are you customer service contact employees passive, average, or proactive? This program features techniques to help employees be much more proactive. Points covered include the value of building rapport in a business relationship, offering the customer additional choices and turning the buyer-seller relationship into a friendship.
Basic basic telephone skills by
Call Number: DVD599 2008 v.9
(21 min.; guide available) Covers 10 simple yet crucial skills which form the very foundation for delivering exceptional customer service on the phone. Skills include:
-answering a business call
-the proper way to place callers on hold
-monogramming each call
-getting callers back on track
-eliminating mouth noises
Six steps to service recovery: fix the problem, manage their feelings by
Call Number: DVD599 2008 v.10
(24 min.; guide available) It's easy to look good when everything is going well but when a customer experience goes wrong, your true character shows. In today's competitive service environment, just fixing the problem isn't always enough. Many situations will require service recovery. Service recovery is a specific set of actions which customer-oriented organizations take whenever there's a disappointment for the customer.
Seven keys to a positive mental attitude by
Call Number: DVD599 2008 v.11
(25 min.; guide available) This program helps viewers gain awareness that a great attitude isn't something that magically happens. Rather, it's an active choice which people make in advance about how they are going to deal with life's events. The program's 7 key points and quotes after each segment set the stage for better attitudes around your workplace.
How to avoid emotional leakage by
Call Number: DVD599 2008 v.12
(9 min.; guide available) Has someone on your staff ever had a bad day and mistreated a coworker? Or worse yet, barked at one of your customers? We call it 'emotional leakage' and it's costing organizations millions in lost sales and wasted goodwill. Observing 'emotional leakage' form a third party point of view helps your employees realize how unfair this treatment is. This humorous, fast-paced program offers universal applications.
Influencing the interaction by
Call Number: DVD599 2008 v.13
(22 min.; guide available) This program identifies 6 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, awareness is raised about how each team member contributes to a positive interaction.
How to handle the irate customer by
Call Number: DVD599 2008 v.14
(12 min.; guide available) No one enjoys receiving a barrage of complaints from unhappy customers but, for many people, it's a routine part of their day. This video reveals tips and ideas on how to handle the irate, angry, rude and sometimes abrasive caller. Intended for anyone who handles complaint customers and contains practical and common sense methods to show the customer you're on their side and there to help them.
Essential elements of internal customer service by
Call Number: DVD599 2008 v.15
(18 min.; guide available) The value of offering great customer service isn't up for debate but what about internal customers - our coworkers? 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 6 essential elements for improving internal customer service and helps employees realize we are customers to each other.
How to deal with the foreign accent by
Call Number: DVD599 2008 v.16
(12 min.; guide available) Very few Americans can claim themselves as natives. Most of us trace our roots back to immigrant grandparents or great-grandparents - people who came from all over the globe in search of a better life. Our country's success is due in large part to its great ethnic diversity. More and more today there seems to be an intolerant attitude toward the newcomers in our country whose English is hard to understand. Clients from Mexico, Russia, Vietnam, etc. deserve the same high level of customer service as any other customer and this program helps raise awareness toward this issue.
That's just rude!: exploring the rudeness matrix by
Call Number: DVD599 2008 v.17
(14 min.; guide available) Ask someone to recount a recent poor service experience and chances are they'll include the term "rude." What exactly constitutes rude behavior? Must it be intentional? Can you be rude by not taking action? This program explores the various types of rudeness according to the Rudeness Matrix and also raises awareness as to how one's actions can be perceived as rude.
Maintaining customer relationships by
Call Number: DVD599 2008 v.18
(14 min.; guide available). Providing excellent customer service is obvious during the purchasing process but what happens after the transaction? How do we cement a relationship with customers to move from merely a transaction into a long-term relationship? This program emphasizes the importance of follow up after the sale and gives realistic examples of how to handle the 5 most common follow up scenarios.