" Customer Service Gone Viral "
" Customer Service Gone Viral "View a sample using Windows Media Player!
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You can't help but notice that almost everything we do now has a chance of being recorded, reviewed and presented to the entire planet. Without question, customers are making their buying decisions based on what they see online. This new kind of customer feedback puts service providers in a very vulnerable position, but there is something you can do about it.
"Customer Service Gone Viral" video program shows how to avoid customer service problems that lead to negative feedback. The video's host guides viewers through a variety of customer service problems presented as viral videos, recorded phone conversations, music videos, rants and blogs. Each problem in the video is followed by a practical, real world solution.
This program not only shows you how to avoid becoming an embarrassing internet sensation--it also demonstrates how to provide excellent service that will lead to rave reviews.
Running Time: 16 Minutes
This program includes:
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Photocopiable participant worksheets
Now
available in French or Spanish
KEY TRAINING POINTS:
- Avoid Taking Short Cuts
- Look out for your customer
- Deliver beyond expectations
Give Your Full Attention
- Make every customer feel important
- Resist distractions
Actively Listen
- Rephrase the message
- Listen, understand, confirm
Take Responsibility
- Take ownership of the customer's problem
- Follow through
Deliver Service on Time
- Think like a customer
- Keep customer apprised and updated
Focus on Solutions
- Avoid disagreements and blame
- Give benefit of the doubt
Purchase: Euros HT 850.00 / Rental
Available in DVD video, Video on Demand and Streaming Video View
Comprehensive leader's guide
Photocopiable participant worksheets
Running Time: 16 minutes
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Formavision 87 - 89 rue Rosiers Mont Valérien 92500 Rueil Malmaison, France TEL: +33 (0)6 75 03 55 47 http://www.formavision.com | Email dvd@formavision.com |