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Better Customer Service video training

[Item Image] "So HELP Me (Employee Edition)"
What do customers value most in customer service? Solving their problems. Recent
research shows that handling customer problems quickly and correctly will retain or even
build customer loyalty. Customers who don't get their problems solved will leave and not

"So HELP Me" (Employee Edition) illustrates realistic customer service problems that can
frustrate both customers and employees. The video provides solutions to these problems
that satisfy everyone: the customer, the organization and the employee. These solutions
include: working with policy to solve problems, helping customers outside your department,
actively listening, treating every customer as your own, and defining customer needs.

"So HELP Me" demonstrates employees giving the kind of service that turns dissatisfied
people into loyal customers. As one customer service provider in the video says, "…at the
end of the day it makes me feel like I'm doing something useful. Instead of adding to
people's frustrations, I'm actually helping them out."

Soon available in French and already available in Spanish


· All Customer Service Providers, including sales associates, government employees,

· telephone customer service representatives and all other service professionals

Effective customer satisfaction practices including:
- Work with policy to solve problems
Don't use policy to explain what you can't do; use policy to help people.
- Take customers directly to what they need
When you can't help, take them to someone who can, even if it's outside your department.
- Take the time to really listen
Treat each customer as an individual. Listen until you really hear what their problem is.
- Treat every customer as your own customer
Work with the customer you're talking to. Don't hand customers off to someone else just
because they're difficult.
- Help customers define their needs
Help people figure out what they want. Guide them to solutions that meet their needs.
- Be inclusive

Available in DVD video

Running Time: 16 minutes

Includes comprehensive 28 page leader's guide with reproducible worksheets—complete
program available for preview.
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