The right words for when:
- Your guest is disappointed...
- Your guest won't let you help...
- It's NOT about business...
- You can't say yes...
- Your guest feels wronged...
What Do You Say? training video
A MEDIA PARTNERS release
Languages Available: English, Spanish, Mandarin, Cantonese, Bahsa Indonesian (subtitle), Traditional Chinese (subtitle) & Simplified Chinese (subtitle)
Length: 22:00
FISCAL YEAR-END SAVINGS for State Government and Education Customers! Buy one MPC program and get each additional title or copy at 25% OFF. See our CURRENT SALES page for other eligible products and details, or call 800-408-5657.
When it comes to customer service challenges...the first few seconds and your first few words determine your success or failure.
Fast paced, energetic and loaded with excitement...the What do you Say? Training Video puts employees on the hot seat as they are challenged with more than 30 awkward, intimidating, sometimes overwhelming customer situations. It then provides realistic, practical answers that they can use on the job immediately.
A powerful tool that no employee should be without... the What do you Say? Employee Handbook takes over where the training video and game leave off, providing practical answers to over 100 difficult customer service situations, including disruptive guests, diversity challenges, disability issues, etiquette and more.
What do you Say? will help you learn the key words and phrases needed to handle tough customer situations with ease and confidence.
Purchase Package Includes
- 1 What do you Say? DVD
- CD with Manager's Guide
- 10 Employee Handbooks
- 10 What do you Say? Pocket Cards
- (Card Game & Service Bucks no longer available)
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| Suggested Uses: | Customer service training workshops, staff meetings, sales meetings, kick-off meetings, meeting openers, customer service refresher training |
| Business Needs: | Improving the level of customer service to positively impact the bottom line by focusing on the dialogue between employees and their guests and creating a more satisfied customer base; increasing customer loyalty by handling customer service challenges more effectively and professionally; customer recovery |
| Training Needs: | Customer recovery training, handling awkward or difficult customer situations, and basic customer service training |
| Audience: | All front-line employees and their managers |
If you think there isn't room for another customer service training video in your company's training library, think again. The What Do You Say? video is a unique, creative and fun training program that delivers high-impact learning. Whether it's a standalone customer service training program or an addition to customer service training your organization already offers, you can't go wrong. Because when customer situations go smoothly, offering great customer service is easy. But, it's those awkward, intimidating or just plain tough customer situations that can make even the most experienced front-line employee search for the right words to say. Because this training program provides the first few words for dozens of realistic customer interactions, I think What Do You Say? is a must-have for any organization that serves customers. Your employees will thank you...
Most customer service programs give you a process or help learners understand the concept of providing excellent service. What Do You Say? goes one step further. What Do You Say? actually addresses awkward, sticky, even difficult service scenarios. Presented from a customer's perspective, What Do You Say? will reinforce your service standards and enhance any customer service training you currently provide by offering employees the right words to say so they'll have the sense of how to handle similar situations. What Do You Say? is a flexible and unique training program that provides the first words for dozens of realistic customer interactions.
- PROS
- Goes beyond customer service awareness training by offering specific, practical key words and phrases that employees can immediately apply on the job.
- Viewers will be drawn in because they can so easily relate to the realistic customer scenarios.
- The accompanying game is a highly entertaining way to reinforce the learning.
reviewed by 14 people
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3 out of 4 people thought the following review was helpful:
Alma Moore, ACS(Opperations Coordinator, Georgia Department of Labor)
WHAT DO YOU SAY? IS ONE OF THE BEST PRODUCTIONS FOR FRONT LINE CUSTOMER SERVICE TRAINING!!!
I received the package and to say the least 'it is full of great stuff'!!! We are so appreciative of Media Partners making this hot off the press training video available to us.
Oh...the feedback... this is a great production. The narrator was pleasant, clear, concise and held the audience attention. The customer service reps depicted real life situations. They were quite diverse in appearance, speech and resolution to not so pleasant customers but all were very professional.
I like the design of the video tape cover, handbook and pocket card. What do you Say? will be an asset to anyone's training library.
Again, thank you for the opportunity to add this program to our training library!
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2 out of 3 people thought the following review was helpful:
Tom Botkin(Director of Training, Dealers Financial Services)
What do you Say? is an excellent video especially for companies that have direct face to face customer service contact.
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2 out of 2 people thought the following review was helpful:
Thomas Mills(Business Owner, Collectors Gallery)
In retail, you deal with a wide variety of customers and customer service situations. What do you Say? offers "down-to-earth", workaday solutions to the most challenging of these situations. I thought the information was presented in an easy to understand and follow format with a pleasant host. The "news' interruptions were particularly cleaver, unexpectedly grabbing my attention. Great stuff!
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Bob Mclawhorn(Rent-A-Center)
Great job! Great concept! Truly one of the best training videos I've seen this year. "What do you Say?" moved along quickly and kept my interest the entire time. Great solid training points!!
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1 out of 3 people thought the following review was helpful:
Elizabeth Henderson(Stevens Community College)
I really like What do you Say? I just recently moved to Louisiana, and although they talk about having southern hospitality, I have not found it yet!! The majority of the employees who work in the customer service industry here behave as one has interrupted them at work. What Do You Say? is great, I just wish I could go to each company where I received bad customer service and tell them they should have their employees view and follow your video suggestions for better customer service.
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Angela Quinley(HR Savvis Center, St. Louis, MO)
Our work environment is very unique to other areas. We are a sports and entertainment facility located in an urban area. The majority of or employees are part time and do not work regular hours due to our event schedule. To often, training videos focus on industry or work environments that do not fit our needs. This video is up beat, has a fresh look and focuses on something that all employees should be knowledgeble on - how to speak to the customers. Your video provides real life examples of what is often said on both sides of the counter. It offers up different views on what your counterpart is thinking and great suggestions on how to respond. The dialouge does not stray far from the main point and does all of this in less then 30 minutes. Terrific!
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Harry Green(Lewis County, WA)
Great overall presentation with specific situations and exact information on how to respond to a variety of customer situations. The presentation is long enough to understand customer service challenges and learn how to respond, yet short enough to retain the interest of all in an audience.
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