by
ClickView (Firm)
Call Number
XX(302417.1)
Summary
As customers, so much of our interaction with businesses and other organisations is undertaken over the phone. Those on the other end of the phone deal every day with a wide variety of people from a range of backgrounds. An organisation that relies on the telephone for much of its contact with customers must have well trained, professional customer service operators to service customer needs. It's not just about ensuring people get the products, services or assistance they need, it's about striving for standards of excellence that exceed expectations, and ensuring all customers have a positive experience. Using dramatised scenarios and a range of other information and footage, this film looks at various aspects of delivering professional customer service, including correct phone techniques, using the technology and handling conflict. For those interested in working in phone customer service, this production is an outstanding resource. It brings to life many of the challenges phone customer service operator's face, looks at what makes for professional service and offers both extensive practical and background information.
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Other
Relevance:
0.3682
by
ClickView (Firm)
Call Number
XX(302594.1)
Summary
Dealing face to face with customers can require patience and the ability to genuinely engage with people of all ages, and from wide ranging backgrounds. It requires the ability to remain calm, to engage, to focus on customer needs and to meet them effectively. It's not just about ensuring people get the products, services or assistance they need, it's about striving for standards of excellence that exceed expectations, and ensuring all customers have a positive experience. Using dramatised scenarios and a range of other information and footage, this film looks at various aspects of delivering professional customer service, face to face. It explores the type of skills needed to work effectively in this area; the importance of first impressions; being professional; dealing with customers and handling conflict. It is an ideal resource for anyone who is entering a career in retail or other environments offering face to face customer experiences.
Format:
Other
Relevance:
0.3491
View Other Search Results
by
ClickView (Firm)
Call Number
XX(302689.1)
Summary
It's often said that Customer Service isn't a department, it's an attitude. The behaviour of front-line staff defines the reputation of any organisation - big or small - which makes it all the more important to get it right. Help your customer service team learn selling skills and techniques. Chapter 1: 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. Chapter 2: Storytelling. Share positive stories from your customers to bring your products or services to life. Chapter 3: Dealing with Objections. When dealing with customer's objections, don't panic - play it cool. Don't focus on the objection - instead, put it in perspective, or outweigh it with compensating factors.
Format:
Other
Relevance:
0.3341
by
ClickView (Firm)
Call Number
XX(302690.1)
Summary
It's often said that Customer Service isn't a department, it's an attitude. The behaviour of front-line staff defines the reputation of any organisation - big or small - which makes it all the more important to get it right. Help your customer service team to #communicate with customers online. Chapter 1: Email and Web Chat. When emailing and in web chat, you can be more informal that you might in a letter, but don't take it too far. Check your emails, and respond promptly to those requesting action. Above all, be polite and don't email when angry! Chapter 2: Social Media and the Customer. When using social media, empathise with customers publically, but take one-to-one discussions away from the public eye. Remember you represent the company, and don't over promise. Chapter 3: Social Media and You. On social media you're never fully off duty. Make sure you maintain high personal standards. Don't be critical of the company, colleagues or customers.
Format:
Other
Relevance:
0.3055
by
ClickView (Firm)
Call Number
XX(302684.1)
Summary
It's often said that Customer Service isn't a department, it's an attitude. The behaviour of front-line staff defines the reputation of any organisation - big or small - which makes it all the more important to get it right. Help your customer service team to effectively communicate with customers on the phone. Chapter 1: First Impressions on the Phone. When you're on the phone, answer right away and use a verbal handshake. Smile as you talk, and introduce yourself. Chapter 2: 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. Chapter 3: Agreeing Actions. When closing the call, don't leave your customer 'lost at sea'. Agree actions and how they'll be followed up. Volunteer useful information and agree the next steps.
Format:
Other
Relevance:
0.2788
by
ClickView (Firm)
Call Number
XX(302840.1)
Summary
Throughout the world, the hospitality industry is a major contributor to the day-to-day lives of many unique cultures. It provides jobs, boosts the economy and plays an integral role in other industries including tourism, retail and recreation. 'The Hospitality Series' provides a wonderful introduction to hospitality and closely examines some of the important issues that play major roles in the successful operation of the hospitality industry - quality customer service; health, safety and security; and working in a socially diverse environment. This series is vital for anyone entering or already working in the hospitality sector.
Format:
Other
Relevance:
0.2754
by
ClickView (Firm)
Call Number
XX(302413.1)
Summary
The quality of a customer service experience can determine whether businesses get a customer for life, or for a one-off transaction. Just about any business will tell you that the most important focus in their dealings with customers is to ensure that needs are met and expectations realised at best, and preferably exceeded. This film provides students of a range of business-related areas with a resource that explores customer service through the eyes of five individuals who are passionate about delivering excellence. There are also street interviews. It explores the importance of customer service, what is involved in providing good service, product knowledge, health and safety, dealing with customer complaints and monitoring customer service. It targets learners at senior secondary and FE levels.
Format:
Other
Relevance:
0.2482
by
ClickView (Firm)
Call Number
XX(302480.1)
Summary
This programme introduces and defines customer service by talking to representatives from customer-focussed organisations like 'ANZ Bank' and 'The Body Shop'.
Format:
Other
Relevance:
0.2321
9.
by
ClickView (Firm)
Call Number
XX(302855.1)
Summary
The retail industry is one of the biggest and most exciting industries to work in, but to succeed you need to know some very important skills. This inspiring and instructive series examines three key skill areas of the retail industry; customer service excellence, point of sale handling procedures and OH&S issues specific to the retail industry. Featuring instructive interviews and clear demonstrations from award-winning retailers and industry experts, this is a fresh and up-to-date series of programmes packed with accurate information about the systems and practices you need to know in order to thrive in this exciting industry.
Format:
Other
Relevance:
0.2266
by
ClickView (Firm)
Call Number
XX(302800.1)
Summary
As technology evolves, so too does the world of customer service. Customers now prefer to deal with companies online, rather than typical face-to-face or phone exchanges. Online customer service provides many unique challenges, and opportunities, for customer service representatives. This sophisticated, stylised programme aimed at upper secondary audiences explores the areas of live chat, social media and email customer service. How do you deal with multiple customer requests? What happens when a customer becomes upset online? How can Twitter and Facebook be used to improve customer service? This is a highly-relevant, valuable resource for those considering a career in the online customer service industry.
Format:
Other
Relevance:
0.2252
by
ClickView (Firm)
Call Number
XX(304791.1)
Summary
An in-depth look at the customer experience and dealing with complaints. Features a comedic sketch to reinforce key points.
Format:
Other
Relevance:
0.2189
by
ClickView (Firm)
Call Number
XX(304793.1)
Summary
Using open and closed questions and understanding customers have different needs and expectations examined and more. Who else but Gandalf takes you through the key points again at the end.
Format:
Other
Relevance:
0.2189
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