Improve your customer satisfaction levels and increase customer loyalty with Video Arts Customer Service Essentials.
This Must-have training for for customer-facing employees delivers funny, memorable, short films that change the way employees behave when they're with customers.
* Pricing starts at $1,999.00 for 500 Plays.
Click on a segment title to watch a preview on our online training portal.(Segments are only licensed as a bundle - not sold separately)
Why Are You Curled Up in a Ball? Knowing Your Stuff - You should have a detailed knowledge of what you've got - your product range and its features. You should also know your policies, as well as having a wider knowledge of the business and the market landscape. The Walk Away: Know what you have, know your policies, and know the business.
But is it Comfy? Showing Them The Benefits - Features like 'it's got auto-tension' are factual statements but they won't entice customers to buy. A benefit (like "it's incredibly comfortable") answers the question "What's in it for me?" People buy benefits - so explain them to them. The Walk Away: Features are factual statements; benefits are value statements
It's Not the Age it's the Mileage Right?! Finding Out What They Want - Customers don't always know what they want. Whatever service you provide, encourage your customers to open up. Listen to their needs, desires and concerns. Customers don't always know what they want. The Walk Away: Encourage customers to open up and Listen to them.
He Just Wants the Tie! Getting Into Their Head - The customer may need something more than what they're asking for. Try to get to the truth of the matter by asking questions. The Walk Away: The customer may need something more, something different to what they're asking for. Try to get to the truth with questions.
A Load of Tat Glued Together Company And Product Loyalty - To the customer, you are the organization, so don't rubbish the company. You are key to building the customer's faith in the organization so be proud of where you work and what you do. W: To the customer you are the organization, support your organization, be proud of what you do, and be proud of your products and solutions.
Who Sold You This Then? Team And Customer Loyalty - You are part of a team, so be loyal to your coworkers; support them and what they do. Be loyal to your customers too; you are not there to judge them and it will help you get the best for them. W: Don't trash your coworkers, or clients. Get the best for your customers. (If you like this point and want to hit it a little harder. Take a look at the 23-minute, best selling, video: "Who Sold You This Then" starring Hugh Laurie)
That's Your Customer Service Voice Is It? Using Your Voice Effectively - Think about your pitch, pace and tone and use your natural voice when engaging customers. Be warm, and medium paced, without being smarmy or twittery. Try engaging customers by following their voice patterns a little, but don't mimic them. The Walk Away: Pay attention to pitch, pace, tone. Use your natural conversation voice, and mirror pitch, pace and tone to engage.
Do You Recall What I Said About Recall Questions? Questioning Techniques (Part 1) - To get to know your customers and their needs, use closed questions to get facts, open questions to learn more, and recall questions to build a history The Walk Away: Use open, closed and recall questions.
Could You Be Any More Guilty?) Questioning Techniques (Part 2) - To help guide and control your customer's interest, use rhetorical questions to confirm understanding, assumptive questions to create decisions, and leading questions to direct them towards a sale or solution. The Walk Away: Use rhetorical, assumptive and leading questions.
My Cousin Beryl Bought One Like This Mr Chatty - If you have a chatty customer, use closed questions to keep them on subject, and don't give up - even if they do drive you up the wall. The Walk Away: Keep them on subject, and Don't give up.
A Fight Before Breakfast Mr Rude - Never go into battle with a rude customer - that's just what they want you to do. Don't surrender either. Stand your ground, be polite and neutral. The Walk Away: Don't go into battle. Don't surrender.
Bonjorno, Cheese Man Mrs Arrogant - Don't get cheesed off with arrogant customers. Be respectful. Put yourself in their shoes and imagine how they want to be seen. Avoid confrontation and awkwardness by being tactful The Walk Away: Don't get competitive, respectful, and tactful.
Whatever It Is, It Has My Full Support Mrs Picky - Never rush a picky customer. Understand the reason behind their need for extra detail. Use your product knowledge to give them a clear picture and if you don't know, offer to find out. The Walk Away: Don't rush customers. Understand their need for detail, and remain friendly.
Thanks for Calling the Coastguard - Goodbye! Agreeing Actions - When closing the call, don't leave your customer "lost at sea". The Walk Away: Agree on actions and how they'll be followed up. Volunteer useful information, and agree on next steps.
I Could Rustle Up a Morris Dancer? Controlling The Call - Control your call by sticking to a structure, asking open questions when you need to and show that you are listening. Record and repeat information so the caller feels connected. The Walk Away: Use open ended questions, demonstrate that you're listening, take notes and repeat information for clarification.
Yup? First Impressions On The Phone - When you're on the phone, answer the phone quickly, and smile as you introduce yourself. The Walk Away: Answer right away, smile, and use a verbal handshake.
He's Literally a Customer Processing Machine! A Human Touch - Remember your customers are also your guests, so acknowledge them straight away, especially if you aren't able to serve them immediately. Keep your approach fresh - you may have done this a thousand times but this is their first impression. Use the human touch, to give them an excellent first impression. The Walk Away: Acknowledge customers immediately, keep it fresh and use a human touch; your approach will shape their experience.
Oh, No, Not You! Dropping Your Emotional Baggage - You can choose who you want to be at work. Leave your baggage at the door and give yourself a fresh start every day. Don't let your problems become your customer's problems or you'll end up in a negative spiral. Think about enjoying the positivity of helping people. The Walk Away: You can decide who you want to be at work, leave your baggage at the door, and don't let your problems become your customer's problems
The Five Monsters of Customer Service How Not To Approach People - Be aware of your body language and don't become one of the five monsters of customer service. Be available and open, don't put barriers of any kind between you and visitors. Have a genuine smile, be natural and stay alert. The Walk Away: Be available and open, remove barriers, have a genuine smile, be natural, and stay alert.
Oh You're Legendary All Right! S.T.A.N.C.E. - Make a great first impression, remember your STANCE. Smile, have a friendly Tone, your Appearance is important, as is using the customer's Name. Always be Customer Focused and maintain Eye-Contact so they are engaged and feel valued. The Walk Way: Smile. Tone. Appearance. Name. Customer focused. Eye contact.
Whaddup Custie! Email And Web Chat - When emailing and in webchat, you can be more informal that you might in a letter, but don't take it too far. The Walk Away: Check what you've written before you send it, respond promptly to emails requesting action, and don't email angry.
*Unamused Face* Social Media And The Customer - When using social media, empathize with customers and offer further assistance away from the public thread. The Walk Away: Empathize publically, take one-to-one discussions away from the public eye, and don't over-promise.
#borntoserve Social Media And You - On social media you're never fully off duty. The Walk Away: Maintain high personal standards, don't be critical of your organization, colleagues, or clients.
I Wonder Why He Didn't Buy Any Undercoat? Discovering Their Needs - Discover the customer's need. Even they might not be sure what it is. Explore with open questions and discover more about them. Listen and check the facts, you may discover more and watch out for clues - there might be more services or products you can offer them. The Walk Away; Explore the request, listen, check, and watch out for clues.
I Remember a Couple Buying the Very Same Bed... Storytelling - Share positive stories from your customers to bring your products or services to life. The Walk Away: Stories help bring your products /services to life; re-tell positive stories your customers have shared with you.
I Thought This Was a Slam Dunk? Dealing With Objections - When dealing with customer's objections, don't panic - play it cool. The Walk Away: Don't panic! Play it cool, make the objection specific, put it in perspective, and give compensating factors
I Think I'm Getting Dizzy Behavior Breeds Behavior - Your behavior will affect how others behave, for good or bad, so be aware of what you're doing and how you're doing it. The Walk Away: People mirror the behavior of others; positive behavior elicits a positive response.
Ooh That Stings! Behavior Can Help Or Hinder - Your behavior can help or hinder a transaction. Think about your verbal behavior: don't dominate conversation, or bully, and listen actively. Think about your visual behavior: is your body language open and personable? Keep these two things in check for smoother, more pleasant transactions. The Walk Away: Your behavior can be a help or a hindrance, and can be expressed visually or verbally.
I Should Put You in the Crime Section! Choosing Your Behavior - As Stephen Covey said: "Between stimulus and response lies the freedom to choose." The Walk Away: Choosing the right behavior at the moment of truth is critical. Awareness and discipline is key.
It's the Pen That's Defective, Not Me! Asking The Right Questions - When dealing with complaints, Don't let your emotions control you, be polite and remain positive. The Walk Away: Ask open questions to understand the issue and closed questions to confirm a resolution. Handle your emotions.
Milan? Why Is It in Milan? Getting To A Solution - Ask customers what their preferred solution would be, and offer them options. The Walk Away: Involve the customer in the solution.
Don't blame me, mate. You bought it. Listening To The Customer - When dealing with a complaint, listen and empathize, don't sympathize. Allow the customer to talk - don't get defensive, and summarize your understanding before offering solutions. The Walk Away: Listen and empathize.
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