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Customer Service - Gone Viral!
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Customer Service Gone Viral training program with video shows how to avoid customer service problems that lead to negative feedback. The video's host guides viewers through a variety of customer service problems presented as viral videos, recorded phone conversations, music videos, rants and blogs. Each problem in the video is followed by a practical, real world solution.
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KEY TRAINING POINTS:
Avoid Taking Short Cuts
- Look out for your customer
- Deliver beyond expectations
Give Your Full Attention
- Make every customer feel important
- Resist distractions
Actively Listen
- Rephrase the message
- Listen, understand, confirm
Take Responsibility
- Take ownership of the customer's problem
- Follow through
Deliver Service on Time
- Think like a customer
- Keep customer apprised and updated
Focus on Solutions
- Avoid disagreements and blame
- Give benefit of the doubt
This program includes:
- DVD video (Running Time: 16 minutes), - CD-RM with leader's guide, reproducible participant worksheets in PDF format - Supporting PowerPoint slides. - This program contains optional subtitles.
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A Complaint is a Gift animated story reveals that the only way to have your company stand out among the many companies that do exactly the same thing is to treat your customers and their complaints too as though they are "one in a million"!
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Learn how to go beyond words by understanding body language cues in customer service and sales.
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The Four Seasons Restaurant in New York City is well known for excellent customer sevice. This program takes us behind the scenes to see how they achieve their 5 Star reputation.
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