View a sample using Windows Media Player!
View the Leader's Guide (Adobe Acrobat - PDF file)
"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."
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 return.
Soon
available in French and already available in Spanish
· All Customer Service Providers, including sales associates, government employees,
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telephone customer service representatives and all other service professionals