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Customer Service Gone Viral

It used to be that when someone received bad service, they would tell a few friends...now, they tell the world. You can't help but notice that almost everything we do now has a chance of being recorded, reviewed and presented on the internet. Without question, customers are making their buying decisions based on what they see online. This new kind of customer feedback puts service providers in a very vulnerable position, but there is something you can do about it.

Benefits:
  • Shows customer service representatives the fall-out of bad service
  • Teaches how to provide good service and service recovery
  • Protects the company's reputation in online reviews and by word-of-mouth

This product does not have:
  • Sample Training Guide
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Customer Service Gone Viral

Run time: 16 Minutes

Whether your customer is there in person, on the telephone, or online, the quality of service they expect is no different. When the quality of service received falls short of their expectations, the risk to the company is even greater in the internet age, where online reviews are posted readily -- usually by the disgruntled customer.

Customer Service Gone Viral shows how to avoid customer service problems that lead to negative feedback. The video's host guides viewers through a variety of customer service problems presented as viral videos, recorded phone conversations, music videos, rants and blogs. Each problem in the video is followed by a practical, real world solution.

Key Problems and Solutions Covered in the Training:
  • Problem: Cutting Corners -- Solution: Avoid Taking Short Cuts
    - Look out for your customer's best interest
    - Deliver beyond their expectations
  • Problem: The Invisible Customer -- Solution: Give Your Full Attention
    - Make every customer feel important
    - Focus on them, resist distractions
  • Problem: Are You With Me? -- Solution: Actively Listen
    - Rephrase the message or question
    - Listen, understand, confirm
  • Problem: It's Not My Problem -- Solution: Take Responsibility
    - Take ownership of the customer's issue
    - Follow through with the solution
  • Problem: Service Delayed -- Solution: Deliver Service on Time
    - Think like a customer
    - Keep customer apprised and updated
  • Problem: I'm Right & You're Wrong -- Solution: Focus on Solutions Instead
    - Avoid disagreements and blame
    - Give them the benefit of the doubt

This program not only shows you how to avoid becoming an embarrassing internet sensation--it also demonstrates how to provide excellent service that will lead to rave reviews.

A Video Visions / Access Training Media Title

Contents

  • DVD
  • CD-ROM with Leader's Guide, PowerPoint Slides, reproducible Participant Worksheets

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For Federal Government Customers.
SAM Registration: Active
Expiration: 03/30/2019 Cage Code: 0C9A3

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