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CUSTOMER SERVICE BREAKTHROUGH

New Training DVDs

People tell us how difficult it is to provide Customer Service training to their staff. Time is a big issue, especially trying to cater for casual or part-time staff. Then there is the question of what to teach and how best to do it so it is (relevant and) ongoing.......

We have the answer....

Consider the convenience of training by DVD. Staff can watch on their own or in a group with a discussion to follow.

After two decades of teaching Customer Service in many settings, we have now recorded the best ideas on two DVDs, “Customer Service” and “Tricky Customers”.

Benefits

The information can be repeated as often as necessary.
The Seven Service Skills and The Plan for Tricky Customers can form the basis of a standard for your work area.
Experienced staff will be refreshed and reminded of what they know and can do.
No facilitator is necessary.
Staff become more aware of their behaviours and the impact on customers.

Customer Service

How to make customers feel good

This program shows how to treat customers in a way that makes them feel good.

Seven Service Skills

This program features the Seven Service Skills. These are the basic courtesies and people skills that make customers feel important, appreciated and understood. They are comprehensive yet concise and to-the-point and can be used immediately to benefit customers and staff.

NEW! DVD Preview - 5 min, 3MB Quicktime file.
Quicktime required - obtain free here

DVD Style

Each Service Skill is demon-strated in real-life scenes which contrast poor service with good service. This approach makes people more aware of the little things they do and the messages they convey to customers.

An insightful commentary is given with a studio audience. This includes a discussion of the importance of having a positive attitude and being imaginative in using the Service Skills.

Customer service

Benefits

Happy customers are more easily satisfied with products and services. They are more likely to be advocates for your business and loyal customers. The Seven Service Skills take the guesswork out of Customer Service. They give staff a basic level of training in how to deal with customers. Knowing this standard and how to meet it, can reduce on-the-job stress.

Bonus Features

Internal Customers (3:39 mins.)

No one works alone. Satisfying internal customers is a vital link in the chain that leads to satisfying the “real” customer.

Customer service

Companion Selling (2:34 mins.)

Suggesting an additional product or service is easier using the Seven Service Skills.

Telephone (2:03 mins.)

Making customers feel good on the telephone relies on the choice of words and tone of voice.

Customer service

Choice of words (2:39 mins.)

Most customers notice the way they are addressed. This feature challenges habits of language such as “You right there?” and “No worries” and offers alternatives.

Produced by Shayne Yates
Program length: 20:30 mins. Colour. (Includes Training Guide)

Running Time	Price (includes GST)
20:30 minutes	Aust/NZ: $AUD 195.00 plus postage and handling USA & elsewhere: $USD 145.00 plus postage and handling

Tricky Customers

How to stay cool under pressure

This program gives a simple plan for dealing with tricky customers.

Many behaviours qualify as tricky. Customers may be impatient, rude, ungrateful, complaining or just hard to please.

The behaviour that most people find hard to manage is the angry or irate customer. This program shows how easy it is for the service giver to be drawn into an argument. The focus then moves from the issue at hand to who is going to win or lose.

Take the H.E.A.T. is a simple plan for dealing with angry or irate customers.

Hear them out.
Empathise.
Apologise.
Take action.

DVD Style

Real-life scenes contrast ineffective behaviours with those used by people who can “take the H.E.A.T”. A commentary is given with a studio audience.

NEW! DVD Preview - 4 min, 2.5MB Quicktime file.
Quicktime required - obtain free here

Customer service

Benefits

The techniques in this program will have a positive influence on most tricky customers. They will feel they are being dealt with professionally and the service giver will know they have done their best. This combination will secure the best outcome.

Bonus Feature

The Manager and Tricky Customers (3:30 Mins.)

Some managers are reluctant to get involved with tricky customers. A retail situation demonstrates the difference between the manager who just observes his staff member and the one who goes to her defence.

Customer service

Presenter: Patricia Cameron-Hill

In 1984 Patricia pioneered customer service in hospitals to enhance the recovery of patients. This work expanded to include retail, hospitality and government agencies. She works with her husband Shayne Yates to present seminars, produce training DVD’s and write books including “You won’t die laughing!”

Produced by Shayne Yates. Program length: 16:30 mins. Colour.
(Includes Training Guide)

Running Time	Price (includes GST)
16:30 minutes	Aust/NZ: $AUD 195.00 plus postage and handling USA & elsewhere: $USD 145.00 plus postage and handling