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How to Give Exceptional
Customer Service Go "on location" to learn what companies such as Seiko, EchoStar, Men’s Wearhouse and others are doing to "wow" current customers and woo new ones with superlative service. Ever wonder how an organization can get its entire work force eating,
sleeping, breathing customer service - especially in an age when common
courtesy, extra effort and empathy are in short supply? Wonder no more, as Lisa Ford, customer service adviser extraordinaire, takes you behind the scenes to find out what smart organizations are doing to dazzle customers and build unbending loyalty. You’ll sit in as Lisa interviews customer service trendsetters at major corporations . . . observe live customer care training at some of today’s most successful companies . . . benefit from Lisa’s firsthand experience with what works, what doesn’t, in today’s service arena. Lisa Ford’s wisdom and advice have helped bring about dramatic customer service improvement in dozens of companies, large and small. Now she brings those same insider insights to you, in this new-from-the-ground-up version of How to Give Exceptional Customer Service, still the best-selling training video of all time. |
PROGRAM HIGHLIGHTS
What
the Customer Service Experience is - and why it’s so important
Your
customer’s 4 basic needs - what they are, how to meet and exceed them
every time
How your
"points of contact" can help you see your service through your
customer’s eyes
How
to treat your customers as if they are always right (especially when
they’re wrong)
Simple
ways to build trust and make customers feel you’re "on their
side" - no matter the complaint or problem
Potentially
inflammatory words and phrases - and what to say instead
6
steps to help you bounce back from mistakes and blunders
Ways
to "soften the blow" when delivering bad news to your customers
How
to avoid "coffee-break stress syndrome" - and use your break time
to refresh and recharge
The
"9 Out of 10" Rule: Use it to recognize how negativity may be
creeping into your customer interactions
The
7 characteristics of a Customer Service Star (and how you can develop them
too)
Ordering:
Product Code Item Price How to Give Exceptional Customer Service
8-volume video and workbookV21478 US$ 399.95 How to Give Exceptional Customer Service
Additional workbooksV30220 US$ 9.50