Customer Service: Make It Easy!
Run time: 18 Minutes
What is the biggest customer complaint--the one most likely to make a person head for the door? It’s that it just takes too much effort to get anything done. In fact, studies have shown that most customers will stay with organizations that simply deliver easy, efficient service--with minimum effort required. That, more than anything else, builds customer loyalty.
So how, exactly, can organizations make things easy for customers? Watch this video and see! Through realistic vignettes (set in a variety of industries) and helpful instruction from the host, viewers explore 4 Concepts to Make Customer Service Easy:
- Acknowledge - make customers your 1st priority and avoid distractions
- Observe - notice customers' words and demeanor and respond appropriately
- Listen - listen actively from the beginning and take steps to make sure you understand
- Act - don't give up; work to solve all problems
Most employees know these concepts, but in the midst of a busy workday, are prone to forget them. This video helps them understand that the key to success lies in using them together, consistently. Throughout the program, trainees are asked to consider, “Am I making it easier -- or harder -- for my customers?”
At the end of the training session, they will be able to apply practical information to their specific job and will better understand their role in satisfying customers.
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