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.
Format:
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(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
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
by
ClickView (Firm)
Call Number
XX(304796.1)
Summary
There's plenty you can do to help influence a customer's decisions using the right type of communication. Gandolf gives his unique take on the key points to take from this short film.
Format:
Other
Relevance:
0.2189
by
ClickView (Firm)
Call Number
XX(302692.1)
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 give your customers a reason to stay loyal post-purchase. Chapter 1: Company and Product Loyalty. To the customer, you are the organisation, so don't rubbish the company. You are key to building the customer's faith in the organisation so be proud of where you work and what you do. Chapter 2: Team and Customer Loyalty. You are part of a team, so be loyal to your colleagues - 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.
Format:
Other
Relevance:
0.2076
by
ClickView (Firm)
Call Number
XX(302682.1)
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 approach customers positively. Chapter 1: 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. Chapter 2: S.T.A.N.C.E Make a great first impression, remember your S.T.A.N.C.E. 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. Chapter 3: 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. Chapter 4: 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.
Format:
Other
Relevance:
0.2076
Limit Search Results
Narrowed by: