Make a Positive Impact on Your Service Today!
Service Impact! is a new series of training videos created by one of the top training, certification, and consulting companies. Featuring engaging and lifelike scenarios, training will be enjoyable and highly effective! And with a feature packed facilitators guide on CD-ROM, you'll have all the tools you need to make training easy and successful.
The Angry Customer - 3:24 minutes
Find out how to calm, and not calm down the caustic customer.
In Part 1, Service representative Carlos violates every rule of handling an upset customer, from blaming the client to refusing ownership of the issue. The customer, Warren, quickly escalates from annoyance to frustration, then from infuriation to hostility. Carlos accuses Warren of being abusive, and ends the call.
In Part 2, Warren calls back and Angela takes over. Calm and professional, she knows the four steps to calming angry customers: allow them to vent, empathize, refocus away from emotion and toward the issue, and use closed-ended questions to satisfy. She acknowledges Warren’s frustrations, but skillfully changes the focus to the issue. Angela turns conflict into collaboration, solves the issue, and profits from another satisfied customer.
Credibility Through Honesty - 3:53 minutes
Discover How to Be Honest About Service Problems – And Boost Your Company’s Image!
In Part 1: An overwhelmed service representative, Terry, receives a call from a frustrated customer, Justine. When Terry realizes he forgot about Justine’s case, he tries to end the call before his manager finds out. He refuses to admit his mistake, then lies. When caught by Justine, he blames his company and reveals sensitive inside information. When Justine asks to speak with his manager, Terry lies about his name and hangs up, costing the company a valuable customer.
In Part 2: Terry approaches the same situation differently. He promptly admits his mistake and apologizes. He takes responsibility and ownership, immediately schedules corrective action, and accommodates Justine. He solves the problem, and wins another satisfied customer.
Dimensions of Service - 5:31 minutes
You'll discover the secrets of improving customer satisfaction by seeing all facets of the client experience.
Larry is a manager facing declining customer satisfaction. He launches a new initiative to speed up response time - but satisfaction actually goes down. We see this happen when a customer, Justine, doesn't receive a call back as promised, and is frustrated that her issue hasn't been resolved. The service rep Stacy - who is proud of her job and always does what management ask - counters that she is doing her job: answering phones quickly.
Larry’s superior, Wendy, explains that you need to understand all dimensions of service to achieve first-class customer satisfaction. He tries a new initiative, looking at all dimensions of service. When Larry starts measuring other facets such as resolution time, Stacy enjoys the additional challenge and resolves issues quickly. When Stacy informs Justine that her issue will be resolved shortly, she wins another satisfied customer.
Cross Cultural Communication - 4:33 minutes
Bridge cultural and communication differences with the universal language: great service!
In Part 1: Service representative Valerie receives a call from Lois, a customer from another culture. Valerie speaks quickly and uses slang, frustrating Lois. Valerie is impatient with Lois' accent and English, and belittles her, despite the fact that Lois has taken the time to learn Valerie's language. Valerie insults Lois, and loses a customer.
In Part 2, Valerie approaches the same situation differently, adapting to the customer's unique needs. Valerie speaks slowly, clearly, and properly. When Lois uses unfamiliar words, Valerie seeks to re-frame to understand her. Despite being challenged by the communication difficulties, Valerie takes personal responsibility, finds a solution, and ultimately triumphs with yet another happy customer.
Levels of Learning - 5:31 minutes
Discover how to identify and work with different types of customers and co-workers!
In part 1: Carlos is an experienced rep - he knows the product backwards and forwards, and assumes everyone else does too. That's his fatal flaw: he's an unconscious competent: highly skilled, but doesn't realize it. His customer Justine, in contrast, is a conscious incompetent: she doesn't know the product - filling her with anxiety. So when Justine calls Carlos, he's frustrated and Justine receives no useful help. Carlos's co-worker Stacey, in contrast, is an unconscious incompetent: she's clueless and doesn't know it. So when a customer calls, she flippantly admits she doesn't how to help him - making herself and the company look bad.
In Part 2: Angela is an experienced rep, patient and helpful with those new to the product. She's a conscious competent: highly skilled and (humbly) knows it. Her customer Warren, in contrast, is having technical trouble - which makes him anxious about his job and reputation. Angela is instantly aware of Warren's inexperience, puts him at ease, and solves the issue. New rep Mia, like Warren doesn't know the software, and is painfully aware of the fact, afraid of how it makes her look on the job. So when Mia receives a call she doesn't know how to handle, Angela recognizes the situation, puts her at ease, and effectively guides her in helping the customer.
A Engaging Training release