Customer Service DVD Videos

Inexpensive and Easy Customer Service Training for Your Entire Staff

Are you considering customer service training for your organization but you’re concerned about the cost? Perhaps you are reluctant to invest in customer service training due to the high cost of travel, workshop fees, and missed time at work.

You want employees who are fully engaged in the art of exceptional customer service. Employees who attract customers, who live and breathe to make your customers happy! Employees who go the extra mile to excel, wowing the customer with their attention, actions and words. Employees who work together as a team to deliver outstanding customer service.

It makes sense to keep current customers happy. According to The American Marketing Association, cutting customer defection by 5% can improve profitability by 30%. It costs you five times as much to get a new customer as it does to keep an old one. Twenty-five out of twenty-six customers will not complain when treated badly. The central strategy of any organization should be to increase customer retention and reduce customer defection.

Do your employees need a customer service tune-up but are you wondering how you can afford to train ALL your staff? You can teach your entire workforce (and all the employees you hire in the future) the secrets of superior customer service with the Service First™ Video Library by Service Quality Institute® (SQI). The Service First™ Video Library provides an easy way to train any number of employees with immediate results and without the need of a big budget or huge investments of time.

The Service First™ Video Library is a powerful video training system based on group interaction. It is so easy! You won't have to invest in experienced facilitators or devote a lot of time. There are 12 videos/DVDs, 20 minutes each, that allow you to train your entire workforce in the art of exceptional customer service, with a new and fresh session each week or each month.

They are designed to make positive behavior changes. These behavior changes result in better service, satisfied content customers, and more profits for your business. The goals of the program are not simply to change the habits of individuals, but to strengthen a company culture built around service. Most businesses see an improvement in customer statistics within a month of completing the program.

A video can be completed at breakfast or lunch staff meetings, new employee orientation, weekly or monthly training sessions, small group workshops, sales clinics or any other time your organization can find a small segment of time for training. You might choose to conduct a 20-minute training session using just the videos, or up to 60 minutes with the included training materials (PowerPoint presentation, answer sheets, and discussion guides).

Thousands of companies throughout the world have successfully used the Service First® training technology to increase employee productivity, and gain more loyal and satisfied customers. Clients include some of the most demanding organizations on earth, such as Federal Express, Microsoft, 3M, Kodak, Miller Brewing and all branches of the United States military.

Click here for more information on individual
Customer Service Training Video titles and trailers.

Hundreds of Ideas in 12 Videos

Here are some examples of what your employees will learn:

• The 5 principles to deliver outstanding customer service
• 6 steps to calm down an irate customer
• 4 techniques to discover your customer’s needs and expectations
• 9 magic “tricks” to provide great service through the phone, voice mail, fax and e-mail
• 5 steps to effectively use empowerment skills to over-satisfy a customer
• 4 skills to develop team work and skyrocket performance
• 6 rules to exceed customer expectations at every contact, always
• 4 tips to communicate quality over the phone
• 7 immutable rules to “act with class” and communicate a high image of your company
• How to know when—and when not—to make promises to customers
• How to think and act using common sense
• How to increase sales by practicing “active selling” of your products or services—even if they are not in a sales position
• The 3 fundamental steps to solve both simple and complex problems
• 3 universal principles to master service recovery and save the situation when a mistake is made
• 5 attributes to excel in their job
• How to handle complaints masterfully to avoid loosing customers

Each Video Library Includes:

• 12 Different Videos
• 12 Discussion Guides
• 12 Answer Sheets
• A comprehensive 70-page Facilitator Manual
• A full-color PowerPoint presentation Click Here to See Video Titles & Trailers
• Color Certificates of Accomplishment
• Lifetime warranty
• FREE online previews
• FREE, unlimited technical support
• Free shipping to your door, anywhere in the US or Canada
• Each DVD includes English or Spanish
• Phone support from People Smart Tools for setting up your training event

100% Money-Back LIFETIME Guarantee! If for any reason, in your sole judgment, you are not delighted with the results after training your entire workforce with the Service First Video Library, you may return it for a prompt and friendly refund. No time limit.

Buy individual titles for $225 each. Click here for more information on individual Customer Service Training Video titles & trailers.

Save over 40% when you purchase the entire set of 12 DVDs!!	$1,550.00     Format:
Plus receive an EXCLUSIVE FREE BONUS The Managers Best Practices Toolkit™ a highly refined package of interpersonal communication and leadership tips for the busy manager.

 

The Service First™ Video Library can be used by any type of organization large or small. The concepts and vignettes are generic and cover almost every industry in the marketplace. Each video is approximately 20 minutes long.

 

Our Video Titles
	YOUR KEY TO CUSTOMER SATISFACTION $225 Primarily an introduction to the basic concepts of customer service. The foundation for exceptional service, "The Five Principles of Service First," are described and defined.
	TEAMWORK DEVELOPMENT $225 Demonstrates how cooperation between employees impacts the customer service level. It defines teamwork, identifies skills for teamwork development, and gives guidelines for a teamwork plan.
	HANDLING COMPLAINTS AND THE IRATE CUSTOMER $225 Provides an understanding that complaints are an opportunity to improve existing service and begin delivering quality service. It identifies basic problem solving skills, handling complex problems and the irate customer, and introduces the concepts of self-talk and CLASS ACT.
	THE LANGUAGE OF POSITIVE COMMUNICATION $225 Focuses on creating positive customer interactions and eliminating negative communication habits. It gives an understanding of first impressions, developing a positive attitude, and defines communication in its different forms.
	EFFECTIVE QUESTIONING AND LISTENING $225 Demonstrates how questioning and listening skills can define a customer's needs so the employee can meet the customer's expectations. It identifies the skills for asking questions, active listening, and the confirmation of understanding.
	EXCEEDING CUSTOMER EXPECTATIONS $225 Identifies the need for employees to EXCEED customer expectations to elevate their level of customer service above the competition. It teaches how to apply the "Golden Rule" to customer interaction, how to put forth extra effort, and to treat co-workers as internal customers.
	VALUE ADDED SERVICE $225 Suggests techniques to identify ways to add customer value to your existing exceptional service. It demonstrates that once you exceed the customer's expectations, you must look for ways to go beyond the job requirements and provide the unexpected.
	EFFECTIVE TELEPHONE TECHNIQUES $225 Describes the techniques to transfer the skills you've studied in the previous seven sessions to the use of the telephone, fax machine, and email. It covers all phases of communication from facial expression, pacing and tone, to which party disconnects first.
	THE ART OF SATISFYING CUSTOMERS $225 Outlines the specific methods to combine selected areas from previous sessions to meet and exceed customer expectations to delight the customer. It concentrates on proper care of the customer, building on repeat business, and feeling good about the job you do.
	SERVICE RECOVERY $225 Empasis on the specifics needed to take a situation where the customer is unhappy, and then turn it into a positive, loyalty-establishing experience. It encompasses problem solving skills, acknowledgment of fault, and the action necessary to redeem the customer's satisfaction. Individual Titles: $225
	EMPOWERMENT $225 Focuses on the employee being empowered to rectify a negative customer service experience by placing the needs of the customer above the confines of routine. It clarifies responding to customer needs for customer satisfaction, acting within the boundaries of authority, and bending or breaking the rules when necessary.
	TOTAL QUALITY SERVICE $225 Prescribes the techniques for internally managing the process of exceptional customer service and controlling customer service outcomes. It delegates the employee as the most important person in the company, and provides motivation for the employee to continually improve their customer service skills.

We invite you to browse our site and take advantage of our free team building resources, including thePeople Smart Article "I Used to be Your Customer". Take a moment now to sign up for our free monthly e-Newsletter, the People Smart Toolbox. This monthly email Newsletter is packed with ideas, insights and inspiration for increasing your personal skills, staff development, conflict resolution and customer relations issues.

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