The Customer Service Connection  

Skills, attitudes, and policies that win customers.

Successful companies put customers at the center of every decision and every transaction. Good customer service requires tact, consideration—even conflict management skills.

In this video, professionally-acted scenes in a variety of businesses depict the universal importance of greeting customers, listening, evaluating customer needs, and responding appropriately. Phone skills are reviewed, as are the skills required to satisfy difficult customers.

Viewers will learn how to:

• Manage rushed and chaotic situations.
• Handle angry or manipulative customers.
• Stay cool under pressure.
• Increase customer loyalty.
• Communicate customer feedback throughout the organization.

Understanding customers requires sensitivity to customer cues and the ability to listen. Learn to respond to each customer's needs in ways that both please your customer and build your organization.

Guarantee: This video will show customer service representatives a variety of specific techniques that increase customer satisfaction, even under tense or difficult circumstances.

Supporting Materials

Study Guide: Parts one and two of this 29-page booklet expand on working with customers and providing extraordinary customer service. Part three explains the central role customer service plays in today's quality-centered organizations.

Instructor's Manual: This 45-page booklet is designed to help facilitators present a professional training session, including discussion of the video content and short role-playing sessions.

The Customer Service Connection Production Information   26 Minutes   Formats: DVD/VHS Categories: Customer Service Training KeyWords: Retail