par
ClickView (Firm)
Numéro de rayon préféré
XX(302417.1)
Résumé
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 :
Autre
Pertinence:
0.3682
par
ClickView (Firm)
Numéro de rayon préféré
XX(302594.1)
Résumé
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 :
Autre
Pertinence:
0.3491
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par
ClickView (Firm)
Numéro de rayon préféré
XX(302689.1)
Résumé
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 :
Autre
Pertinence:
0.3341
par
ClickView (Firm)
Numéro de rayon préféré
XX(302690.1)
Résumé
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 :
Autre
Pertinence:
0.3055
par
ClickView (Firm)
Numéro de rayon préféré
XX(302684.1)
Résumé
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 :
Autre
Pertinence:
0.2788
par
ClickView (Firm)
Numéro de rayon préféré
XX(302413.1)
Résumé
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 :
Autre
Pertinence:
0.2482
par
ClickView (Firm)
Numéro de rayon préféré
XX(302480.1)
Résumé
This programme introduces and defines customer service by talking to representatives from customer-focussed organisations like 'ANZ Bank' and 'The Body Shop'.
Format :
Autre
Pertinence:
0.2321
par
ClickView (Firm)
Numéro de rayon préféré
XX(304791.1)
Résumé
An in-depth look at the customer experience and dealing with complaints. Features a comedic sketch to reinforce key points.
Format :
Autre
Pertinence:
0.2189
par
ClickView (Firm)
Numéro de rayon préféré
XX(304793.1)
Résumé
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 :
Autre
Pertinence:
0.2189
par
ClickView (Firm)
Numéro de rayon préféré
XX(304796.1)
Résumé
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 :
Autre
Pertinence:
0.2189
par
ClickView (Firm)
Numéro de rayon préféré
XX(304794.1)
Résumé
Following company guidelines and basic best practice will help you get things right with customers first time. Here's how. Fun MTV-style re-cap reinforces all you need to know.
Format :
Autre
Pertinence:
0.2076
par
ClickView (Firm)
Numéro de rayon préféré
XX(304795.1)
Résumé
Technologies and systems that are used properly save time and are an essential component of your job. Keith from UK series The Office re-caps.
Format :
Autre
Pertinence:
0.2076
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