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Business and Management

Customer Service

CUSTOMER SERVICE COMMUNICATION

Learn how to prepare your mindset before taking a call. We will learn good phone techniques and the key to great customer service. Every person that walks into your store, contacts you by phone or online is entitled to your respect, your assistance and your attention, yet 89% of shoppers have stopped buying from an online store after they experienced poor customer service. This a lost opportunity because great customer service translates into more sales and repeat customers.

DVD / 2019 / (Grades 9-Adult) / 4 minutes 31 Seconds

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CUSTOMER SERVICE DIFFICULT CUSTOMERS

We will learn how complaints are the greatest source of learning, the actions and behaviors that could frustrate a customer and the techniques to handle a perceived difficult customer. The best way to handle a difficult customer is to put the word "difficult" in perspective. A customer perceived as difficult may be more in the eyes of the customer service representative or company than the customer. Customers react to stress and disappointment in a variety of ways. They need someone with who they can vent, someone who will provide a quick resolution. Businesses who understand how to handle difficult customers can reap huge rewards.

DVD / 2019 / (Grades 9-Adult) / 5 minutes 36 Seconds

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CUSTOMER SERVICE QUALITY HOW TO EXCEL

We will learn how easy the internet makes complaining easy. We will learn ways a company can excel using great customer service. We will learn how to deliver top quality customer service. The internet makes complaining easy - but comments and statistics are the roadmap to marketing and improvement. Statistically, consumers are engaged, informed, and have limited time to make purchases. Do not lose them due to poor customer service, poor telemarketing techniques, poor order processing, or poor technical support. Every single person in your company should be caring for the customer in ways that exceed their expectations.

DVD / 2019 / (Grades 9-Adult) / 5 minutes 11 Seconds

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CUSTOMER SERVICE REASONS TO EXCEL

We will learn the importance of great customer service. We will learn the reasons why a company needs to excel. We will learn the role of the manager and employee. The term call center was first published by the Oxford English dictionary in 1983. It is not just a department, it is a reflection of the company. And everyone in the company must agree they need customers. If you work for pay, the customer guarantees your paycheck. A company wishing to excel should know the best strategy to increase profits is to provide great customer service through phone and email support, web forms, chat rooms, and social media. Great customer service can turn a first-time buyer into a lifetime customer.

DVD / 2019 / (Grades 9-Adult) / 4 minutes

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CUSTOMER SERVICE SKILLS REQUIRED

We will learn the qualities of a great customer service representative. Will will learn the importance of high emotional intelligence. We will learn the training needed for a customer service agent. It takes a very special individual to excel at customer service. The skilled individual is adaptable, articulate, attentive, caring, compassionate, confident, curious, flexible, friendly, goal-oriented, helpful, kind, motivated, patient, persuasive, a problem-solver, and tenacious. Now for those who may not possess every quality, they can be learned and serve you well throughout your career.

DVD / 2019 / (Grades 9-Adult) / 5 minutes 49 Seconds

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EXCELLENCE IN CUSTOMER SERVICE

In this program we'll explore ways to handle difficult people, resolve conflicts and how to improve emails and correspondence. We'll learn to understand how one's personal behavior reflects the company. Customer service is the art of politely listening and responding to the needs of customers in a professional and timely manner. Good service with a kind, understanding voice will exude confidence and compassion. Even the most difficult customer can benefit from your tact, poise and steadiness. Good attitude makes all the difference and sets an organization way above its competitors.

DVD / 2019 / (Grades 9-Adult) / 13 minutes 20 Seconds

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A-Z OF CUSTOMER SERVICE, THE: AN ESSENTIAL GUIDE

Without happy customers a business can't survive. But how do you make them happy? How do you keep them happy? This film visits the Dickens World theme park and the upmarket MacDonald hotel chain to find out.

FIRST IMPRESSIONS: A friendly smile and open body language are vital to customer service -- but it's also important to realise that every customer is different and have different needs. First impressions are critical.

THE WEBSITE: But these days customers often get their first impressions from a company's website. The key to a good website is make it accessible and easy to use. The hotel's website adds extra value by providing visuals of the building and its rooms.

COMPLAINTS: Handling complaints is an essential part of customer service. It's important to apologise - even if it isn't the company's fault. You need to stay calm - even if the customer isn't. You have to listen to the customer - so you can understand what they're complaining about. And you must take responsibility for the problem and deal with it.

DIFFICULT CUSTOMERS: In theory the customer is always right - but what about difficult customers or people who complain in the hope of getting something free? Hotel concierge Neil sees difficult customers as a challenge: "If you can change a bad situation into a good situation you're doing your job properly."

INTERNAL CUSTOMERS: Customers can be inside the company, too - in other words, members of staff. Happy customers inside the company will mean happy customers outside the company. Staff will provide better service if they feel valued and their morale is high.

KNOW THE PRODUCT: You can have the best smile in the world, but if you don't know what you're talking about it, it won't help you. Whether it's a hotel or a theme park, staff have to know their product to give customers good service.

COMPLAINTS ARE OPPORTUNITIES: A complaint may be less a problem, more an opportunity - to turn unhappy customers into happy ones. But companies can also learn from complaints. You can pick up trends in the things going wrong and anticipate problems in the future.

STANDARDS: To maintain levels of customer service businesses set standards and then monitor how well they meet those standards. This means questioning their customers and using mystery shoppers - people who pose as customers and go undercover to test out how well the organisation is performing.

THE WOW FACTOR: But it's not enough to have happy customers - businesses want to do things to surprise and delight customers: the "wow" factor. Health and safety and data security are integral to good customer service, too.

TEAMWORKING & TRAINING: Underpinning customer service in both McDonald hotels and Dickens World theme park is a system of close-knit team-working. Everyone has an important part to play. Training is essential - not just in dealing with customers but in all aspects of the business. In the hotel mentoring plays an important part in training new staff.

WORD OF MOUTH: Good customer service is all about people telling their friends, which in turn creates new customers. This can often mean the difference between the success and failure of a business.

DVD / 2008 / 29 minutes

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BUILDING CUSTOMER RELATIONSHPS

Featuring: Harley Davidson

Harley Davidson feels the experiences that are face-to-face with customers are most important. Participating in events allows Harley to stay in touch with current customers and to meet new, potential customers. Harley encourages customers to customize their bikes, facilitating the ability for people to express themselves through the brand and the customers' products. Part of Harley Davidson's success is fostering a sense of community amongst Harley owners, and their mission statement is "to ride and have fun."

DVD / 2007 / (Grades 9-12, College, Adult) / Approx. 7 minutes

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CUSTOMER-DRIVEN MARKETING

Featuring Harley-Davidson

Every August, the town of Sturgis, South Dakota, hosts the Black Hills Motorcycle Rally. From around the world, motorcycle enthusiasts descend on this tiny town for a week of riding, racing and partying with fellow bikers. The event is dominated by one brand overall, Harley-Davidson. For years, events such as the Sturgis Rally have been a major focus of Harley's marketing strategy. Face-to-face activities are what drive Harley-Davidson's relationships with its customers,

DVD / 2007 / (Grades 9-12, College, Adult) / Approx. 7 minutes

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CUSTOMER-ORIENTED MARKETING STRATEGIES

Featuring: The Second City

With an understanding of their core competencies and strategic moves to market their expertise, The Second City has built a relationship with its audience that continues to grow today. What they do best is listening and reacting to their customers, and it helps them to market their product to a variety of audiences.

DVD / 2007 / (Grades 9-12, College, Adult) / Approx. 4 minutes

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CUSTOMER RELATIONSHIP MANAGEMENT

The National Association of Realtors is the largest professional trade association in the U.S. In response to complaints from members trapped in an endless loop of voice mail, the NAR created a dedicated customer contact center in 1977. In 2001, NAR chose Apropos Technology to implement a solution that would add live web chats and other functionality to their contact center. Apropos' Multi-Channel Interaction Management software now ensures that all customer interactions are handled as efficiently as possible.

DVD / 2002 / (Grades 9-12, College, Adult) / Approx. 9 minutes

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HOTEL MONACO-MANAGING CUSTOMER SERVICE

The Hotel Monaco Chicago is one of seven boutique hotels owned by San Francisco's Kimpton Group. Kimpton's service concept is to offer the same services and comforts of a luxury chain hotel, but with the personality and individual attention of staying at a friend's home. In an extremely competitive market, the Hotel Monaco Chicago has successfully chosen to feature luxury accommodations in a small, friendly hotel with unconventional decor and unique service elements.

DVD / 2002 / (Grades 9-12, College, Adult) / Approx. 9 minutes

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COMMUNICATION SKILLS: COMMUNICATING WITH CUSTOMERS

On a first job, students suddenly find themselves "on the other side of the counter" dealing with customers who range from polite to puzzled, from indecisive to just plain ornery. Communicating With Customers teaches how to deal with people-as-customers. Viewers learn how to diffuse an angry customer, the importance of attitude and appearance, how to deal with customers on the telephone and how to serve "lemon aid".

DVD / 20 minutes

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CUSTOMER IS ALWAYS DWIGHT, THE

Featuring Andrew Sachs and Kevin Whately.

An introduction to process management.

Every organisation has processes; a series of operations changing one thing (a product or service) into another.

In order to achieve 100 per cent quality every time, everyone in the process needs to treat the next person in the line as an internal customer. They should then discover their internal customer's requirements - and how to meet them. This is 'process management', the approach explored by Dwight (played by Andrew Sachs). It demands 100 per cent commitment from everyone in an organisation; but effort is repayed both by improved productivity and job satisfaction. It should be the responsibility of managers to act as process 'owners', maintaining vital links with all the people in the process chain.

Of course, there are less ideal ways to approach quality. Dwight uses different examples - one, where the process management approach is needlessly complicated - to make his point. He concludes that quality should not just be confined to products and services, but should be the way that organisations work.

This engaging programme offers a new approach to delivering 100 per cent quality down-the-line, and will help all organisations identify the needs of their internal and external customers, making the 'process' as good as the product or service.

The key outcomes

Transforms the way you see your organisation

Re-energises each staff member to maximise their output in terms of quality

DVD / 21 minutes

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DELIVERING EXCEPTIONAL CUSTOMER SERVICE

By Richard Mulvey

Attracting your new customers is only half the battle, for your business to grow this year you need them to come back over and over again. By developing high levels of customer service you will encourage your casual customers to become regulars but having satisfied customers is just not enough and in this work Richard explores the techniques needed to generate "Raving Fans".

Turn your satisfied customers into "Raving Fans"

Convert "Just Looking" to "Just Buying"

Find out how to create just the right "First Impression"

Discover how complaints can be positive if managed professionally

Make sure your customers always come back for more

Help your team develop a passion for your customers

How many customers do you lose to bad service each year? Ten? One hundred? One thousand? You will probably never know but every customer lost will cost you hundreds or even thousands of rand in their "life time value". It is never too late to offer exceptional customer service and in this work Richard outlines a step by step process that will help your team keep your customers for ever.

DVD / 65 minutes

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FOOD SERVICE EXCELLENCE: CUSTOMER SERVICE SKILLS

Gives students specific information about work habits on the job: the importance of appearance, relating to customers and co-workers, dealing with complaints and interacting with management.

DVD / 60 minutes

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GETTING NEW CUSTOMERS / KEEPING THEM FOREVER

By Richard Mulvey

If you are going to grow your business this year you will need to be more creative in the way you attract new customers. In this work we discuss the traditional methods of attracting new customers and explore some more creative ways to dramatically grow your business. Once you have attracted customers to your business it is important to keep them and in this work we also explore simple but effective ways to hang on to your customers and keep them coming back over and over again.

Understand how Customer Relationship Management (CRM) works

Find new customers before your competitors do

Discover new ways to attract Customers to your business

Turn cold calling into warm calling

Double your potential customers in one month

Convert casual customers into permanent customers

In today's economic climate successful companies know the importance of a successful sales team. Customers are fewer and harder to find and while your competitors are snapping at their heels trying to take them away from you, using the same old techniques will not be enough to stem the tide. There are no shortage of opportunities however and in this work we explore some new ideas that will help you develop your customer base and keep them for ever.

DVD / 77 minutes

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