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3 Customer Service Videos that Help Improve Relationships with Customers

February 24th, 2016
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When you run a business, getting (and keeping customers) is your number one priority. The relationships that you have with customers must be positive and mutually beneficial. Ensuring that your team has the skills necessary to build and maintain these types of customer relationships will increase the likelihood that customers keep coming back. Customer service videos are an effective way to build these skills. There are plenty of customer service videos available today–here are three that are sure to strengthen your team and maximize your relationships with customers.

 

3 Customer Service Videos that Will Improve Your Customer Relationships

The Customer Service Toolkit: This versatile video content library features dozens of short video clips on a variety of topics relevant to customer relations, including: attitude, problem solving, communication, service recovery, internal customer service, and managing a customer service department. You’ll find material to help you build a high performing customer support team while also developing the skill sets of individual front-line service providers.

WAYMISH: WAYMISH is an acronym for something many customers feel on a regular basis: Why Are You Making It So Hard… for me to give you my money?” This engaging video educates viewers on the most common mistakes that lead to customer frustration and lost sales. Employees learn what mistakes to avoid, how to develop skills that keep customers satisfied, and how to recover if a problem occurs. They are reminded to collaborate with co-workers when needed to find solutions to a customer’s problem. In a separate Supervisor Show segment, supervisors learn to set the right tone and to avoid setting policies that drive customers away.

Remember Me: It’s not always easy to see things from someone else’s point of view. Now in its 3rd edition, the classic video Remember Me tries to bridge this gap by showing what poor service looks like through the eyes of a beleaguered customer. In just 10 minutes, the video reveals that customers can forgive mistakes but not bad attitudes, that they’ll let others know about negative experiences, and that they’ll take their business elsewhere if not treated well. Employees are reminded that they let the customer, their team, and the entire organization down when they fail to deliver good service.  

Customer service videos are an ideal way to train your staff on what it takes to be a good customer service team player and how to keep customers satisfied. These three examples are just a few of many highly effective training resources available through CRM Learning. Take a look through our Customer Service/Sales topic section to find more great choices.

Recommended Training Resource
We’re on the Same Team, Remember?  This video is a great discussion starter when kicking off a customer retention initiative. It shows how numerous people in different departments disappoint a long-time customer…to the point where the customer ultimately cancels a large order and goes to a competitor.

5 Reasons Our Seattle Fish Market Training Videos Will Improve Your Employees’ Performance on the Job

February 16th, 2016
FishGuys

Ever wish your workplace had the type of energy and fun you can find in the famous Seattle Fish Market? It can! Our Pike Place Fish Market training videos are carefully crafted to help your employees find a sense of fun in their work, and as a result provide your customers with the level of service they deserve. Here’s how:

5 Ways Our Seattle Fish Market Training Videos Improve Employee Performance

 

  1. FiSH Training Improves Employee Attitudes: Workers at the Pike Place Fish Market choose to bring their best each day. Training your employees with FiSH philosophy videos encourages them to  adopt a positive attitude and focus on creating an upbeat environment where customers and co-workers feel valued.
  2. FiSH Training Encourages Employees to Put Customers First: One of the guiding principles of Seattle’s Pike Place Fish Market is the idea of brightening each customer’s day. Employees who experience FiSH training learn the value of going out of their way to make sure their customers leave feeling better than they arrived. This positive atmosphere reflects back on employees, creating a great working environment for everyone involved.
  3. FiSH Training Helps Employees Stay Present: A great workplace is full of employees who are there emotionally as well as physically. Our  FiSH training videos show employees how to stay in the moment, which allows them to connect with others and have more fun. The results are an enthusiastic and positive service team that views customers as individuals, not just tasks.
  4. FiSH Training Encourages Play: Employees are most productive when they are having a good time. Training with principles from the Pike Place Fish Market enables employees to have a bit of fun at work, inspiring creativity and reinforcing a positive atmosphere. Customers who sense that employees are having a good time working with them are much more likely to have a positive view of the establishment.
  5. FiSH Training Creates Enthusiasm: The culture of positivity, fun, and connection created by Seattle’s Pike Place Fish Market creates enthusiasm for both employees and customers. Employees arrive ready to work and to create positive experiences for themselves and the customers they serve. Customers keep coming back because they know they’ll have a great time.

Used for decades around the world, the FiSH training videos have a track record of improving employee morale, customer satisfaction and organizational results.

Recommended Training Resources
Don’t miss the program that started a training phenomenon…FiSH!. In 18 minutes, the video explains the tenants that make Seattle’s Pike Place Fish Market such a fun and unique place to be, and shows your employees how to recreate this atmosphere in their own work.

How to Find the Best Sexual Harassment Videos to Help Educate Your Employees on Workplace Harassment

February 8th, 2016
Communication 4 - Office

Sexual harassment training is an integral part of maintaining a healthy and productive workplace. This area of workplace training doesn’t have to be a long or arduous process: with the right sexual harassment videos, employees engage with and retain this important information. Taking the time to find and choose high quality workplace harassment training videos ensures your employees have a positive training experience.

How to Find the Best Sexual Harassment Videos

Finding the best sexual harassment videos to train your employees is easier than ever thanks to the internet. Use a search engine to find a variety of businesses that provide this type of training. Then, use the following criteria to make sure the videos you choose are right for your employees:

  1. Is the video relevant to my workplace? Every workplace is different, and therefore experiences different harassment issues. Before choosing a video, determine what problems and behaviors it specifically addresses. Read the written description and watch any previews included on its webpage to learn more.
  2. Does the video provide clear strategies for success? Sexual harassment is a delicate topic in many workplaces, making it difficult to find videos that lead to real results. The best videos provide direct and honest solutions to real workplace problems.
  3. Are there any other materials included in the package? Workbooks, leader’s guides, and other learning aides can help make sure your employees retain the information covered in a given video. Buying these materials in a package with sexual harassment videos is often the most efficient choice.
  4. Is this video well reviewed? What do other businesses have to say about a given video? Look for testimonials from other business owners or employees. Generally, if a certain course is well received by other businesses, it’s a good sign that your own workplace can benefit from what it has to say.
  5. What are the best selling videos in this category? If you’re not yet convinced that a given video is right for you, compare with other best selling videos in the workplace harassment training category. This provides a clearer idea of what types of videos other businesses value.

The best sexual harassment videos equip employees with the information they need to maintain healthy workplace relationships. Choose your video carefully and you’ll be pleased with the results.
Recommended Training Resource: Let’s Get Honest/He Said She Said is a two-video set that takes a thoughtful look at the problem of sexual harassment in the workplace and provides solutions to common scenarios.

5 Concepts Covered in Harassment Videos That Improve All Workplace Interactions

January 27th, 2016
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Organizations can only run at their best when employees commit to relating to one another in respectful and productive ways. Training with harassment videos can be an effective way to help employees avoid behaviors that get in the way of healthy workplace interactions while reinforcing behaviors and attitudes that lead to positive workplace relationships.

5 Concepts Covered in Harassment Videos that Improve All Types of Workplace Interactions

 

  1. Inclusion: A workplace can thrive only when all employees are encouraged to contribute their skills and knowledge.  Commonly covered in videos that focus on harassment and discrimination prevention, inclusion is about creating a sense of “belonging” among all team members so that people feel valued.  While it’s human nature to gravitate toward people who are like us, or with whom we have a lot in common, when we do that, we tend to ignore or exclude those outside our comfort zone.  Being more inclusive means welcoming different perspectives and experiences and working to include those who are reluctant to participate, or who may have been overlooked in the past.
  2. Respect: To many people, respect can be an abstract concept. Harassment training videos strive to depict specific behaviors known to make feel people either respected, or disrespected. Trainees are reminded to avoid clearly discriminatory or illegal behaviors while also learning about other types of behavior that can be equally destructive to a fellow employee’s well-being and productivity.  Respectful behaviors taught in harassment training videos include things like:  not being a “bully”, letting go of the belief that you are always right, building people up instead of tearing them down, and working through disagreements instead of holding a grudge.
  3. Communication: In addition to increasing employee awareness about what constitutes “harassment” in the workplace, harassment videos often focus on maintaining a respectful climate through the use of positive communication.  In this way, harassment videos not only lessen the number of disrespectful exchanges that occur, they also show people what to do when problems surface.  Most of the time, the right kind of dialogue can turn moments of tension into learning opportunities where gain an understanding of one another and find more effective ways to work together.
  4. Personal Responsibility:  The notion that every employee plays a part in building and maintaining a respectful, harassment-free workplace is a key component of any harassment video training.  Participants come to clearly understand that, if the video depicts something they themselves have done, they need to stop doing it immediately.  Similarly, if the video reveals something they’ve witnessed or experienced first-hand, they need to speak up (see #5 below). Harassment training drives home the point that the “golden rule” still applies at work—every day, in all circumstances, we must choose to treat others as we, ourselves, want to be treated.
  5. Reporting: The reporting of inappropriate behaviors is an important tool in eliminating them, but many employees are reluctant to call attention to negative interactions. Harassment training videos reinforce the importance of reporting while training employees on when, how, and to whom they should report problematic behavior.

Far beyond simply fulfilling a government-mandate for training, harassment videos allow you to cover a wide array of important topics in an engaging and effective manner. When you ensure your employees have harassment training that includes the five concepts featured in this article, you’ll be on your way to a building an environment where workplace relationships are generally positive and everyone feels safe, valued and able to contribute.

Recommended Training Resource: The Respectful Workplace: It Starts with You brings the abstract concept of “respect” down to earth by outlining common behaviors that erode respect and suggesting behaviors that promote respect instead.

5 Reasons to Invest in Customer Service Training Videos to Improve Retention and Maximize Revenue

January 20th, 2016
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No matter what you sell or what service you provide, customer service is a key aspect of retaining customers and maximizing revenue. A well-trained sales team is crucial to providing a high quality customer service experience. Customer service training videos are an ideal way to train your customer service team and help your business reach its goals: here’s why.

5 Reasons to Invest in Customer Service Training Videos

  1. Training Videos Expose Your Staff to a Wide Variety of Situations: Your customer service team will undoubtedly encounter a wide array of personalities and situations while on the job. Customer service videos equip your staff to anticipate and navigate situations you or your training team might not immediately think of. Once trained, your staff will be more able to address problems and interact with your customers in a positive way, which can have a dramatic impact on retention.
  2. Customer Service Videos Boost Staff Morale: Interesting, engaging, and informative training videos leave your staff energized and eager to work. Your customers will see this enthusiasm and respond to it, making them more likely to buy from you than your competitors.
  3. Training Videos Provide Your Customer Service Team with a Uniform Experience: Providing customer service training in person naturally leads to a variance in the types of information received. When the entirety of your team sees the same video, however, you know they are receiving the same training. You’ll know that they’ll respond to certain situations in a predictable way that truly reflects your organization’s culture.
  4. Customer Service Training Videos Focus on Your Team’s Needs: No two customer service teams are alike. There will be strengths and weaknesses in your team that differ from your competition. Using videos to train your team allows you to focus on areas you may not be performing as well in, reducing mistakes that may prompt customers to look elsewhere next time.
  5. Training Videos Help Maximize Revenue: Every business has “good” customer service: to stand out, you need to go above and beyond. Video training exposes your team (and you) to ideas that will make a huge impact in your customer’s happiness and, by extension, your ability to retain business. As a result, your revenue will only grow.

Customer service training videos are an efficient and effective way to create a customer service team that is well-equipped to address the needs of today’s customers. When your customers are happy, your ability to maximize your revenue will follow.
Recommended Training Resource: The Employee’s Guide to Customer Loyalty trains workers to view creating a base of loyal customers as a vital job goal and teaches the most important skills for making every new customer want to come back for more.

How to Avoid the Road to Abilene

January 13th, 2016
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Has your group ever gone down the road to Abilene? This type of trip occurs when a group or team goes ahead with an idea or project due to the phenomenon of “false consensus”: everyone communicates their agreement with the idea, when in fact, some or all actually have objections or concerns, but fail to state them. This occurs in organizations because many people feel they’ll be ridiculed or censured if they voice objections. Trips to Abilene are a waste of time and resources and leave team members frustrated. Avoiding the road to Abilene in the first place is the best way to keep a fear of speaking up from causing your group to support a bad choice.

How to Avoid the Road to Abilene

  1. Encourage Disagreement: Create an environment in which group members are comfortable voicing differing opinions and are expected to stand up for their convictions. Facilitating discussion, keeping conflict healthy, and specifically asking for conflicting viewpoints allow groups to determine whether or not everyone is on board with a given idea.
  2. Avoid Depending on Unanimous Agreement: It takes an inordinately long time to truly reach a unanimous agreement. If people in a group know that the only way the project can move forward is if they pretend to agree with an idea, they are much less likely to present an opposing position.
  3. Create Avenues for Everyone to Voice their Opinions: No matter how you set up a discussion, not everyone is going to feel comfortable voicing their opinion. Setting up alternative avenues for discussion can help avoid that trip to Abilene. This might mean creating an anonymous suggestion box or hotline, or asking people for their opinion one on one. Everything you can do to diversify the way opinions are voiced reduces your chance of pouring resources into bad ideas.
  4. Be Careful with Language: The way a group leader constructs his or her comments can have a vast impact on whether or not members speak up. For example, saying “So we’re all in agreement?” encourages everyone in the group to say “yes.” Instead, consider asking “Does anyone have anything to add?” Being precise with language when wrapping up a discussion or responding to criticism can encourage, rather than put a damper on, opposing views.
  5. Ask “Are We On the Road to Abilene?”: If your group is familiar with the Abilene Paradox, asking straight-out whether it may be in play can help you recognize and get off of the wrong road.

Groups are most able to avoid taking the road to Abilene if they are first familiar with the concept. Video training is an effective way to introduce the Abilene Paradox and reinforce methods for avoiding it. Good training paired with thoughtful group management can dramatically cut back on ineffective group dynamics.

Recommended Training Resource: The Abilene Paradox is one of our best-selling videos. It’s an entertaining introduction to the concept of the Abilene Paradox that helps team members improve their ability to interact in groups and overcome their fear of speaking out.

Take Customer Retention to the Next Level with Customer Service Skills Training

December 30th, 2015

Out of all the factors that contribute to the long-term success of a business, one of the most (if not THE most) important is customer retention. Every time your business loses a customer, there is an impact on your bottom line. Satisfying and retaining customers is a multi-faceted challenge, but ensuring that you have a well-trained service staff is a great place to start.

How Customer Service Skills Training Improves Customer Retention        CRM Learning

Building a loyal customer base requires an organization-wide commitment to providing high quality service on a consistent basis. Once that commitment has been made, the key to carrying it out is ongoing customer service training. Here’s a quick look at 3 specific ways customer service training pays for itself:

  1. Trained Employees Are Able to Solve Problems. No matter how amazing your product or service, at some point you’ll have a customer who is dissatisfied and, in many cases, angry. That’s why customer service training typically includes instruction on customer service recovery. Through this training, customer service representatives learn how to: listen to the customer, gather information, propose solutions (even if they can’t give customers exactly what they’re asking for) and–most importantly– avoid saying things that make matters worse.  With the right attitude and ability, a customer service person can turnaround an unhappy customer and make them one of your company’s biggest fans.
  2. Trained Employees Make Customers Want to Come Back. If you are looking to have the kind of employees who do their best to provide a positive experience for customers day in and day out, teach them about customer value (specifically what the organization spends to attract a new customer and what it costs to lose a good customer).  When employees make the connection between customer retention and organizational success (including their own job security) they will replace behaviors that drive customers to the competition (such as rudeness, apathy and inflexibility) with behaviors that say, “thank you for thinking of us!  How can I help you?” Even if customers happen to be drawn away by a competitor’s promotion or sale, they’ll quickly realize the difference between your well-trained team and the type of staff who is just there to collect a paycheck. In other words, show customers you truly appreciate their business and they’ll be back.
  3. Trained Employees Create a Welcoming Environment.Which would you rather patronize: an establishment where the staff seems disengaged or unhappy, or an establishment where the team is enthusiastic, alert, and cooperative? When it comes to customer service, attitude really is everything. Customer service training reminds employees that customers are the purpose of their day…not an interruption in their day. Whether you are interacting with customers face to face, over the phone or online, things like greeting people quickly and politely (even when you’re busy), and showing a willingness to help customers find what they need (even when they’re picky) go a long way toward creating a welcoming environment.

Customer service skills training can greatly enhance customer satisfaction and loyalty;customer service training videos enable you to do this in a cost-effective manner. Through right-way/wrong-way examples and solid teaching, videos model the customer service behaviors and attitudes that will make people want to do business with your organization again and again.

Recommended Training Resource:
The Employee’s Guide to Customer Loyalty is a compilation course that features several of CRM Learning’s most powerful customer satisfaction videos along with accompanying materials that give employees a clear path to creating a satisfied and loyal customer base.

5 Ways Diversity Training in the Workplace Dramatically Improves Organizational Results

December 16th, 2015
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Diversity training is essential when it comes to educating employees on the best ways to build a workplace where everyone feels respected and appreciated for what they have to offer. Creating a positive work environment through diversity training can dramatically improve your organizational results: here’s how.

How Workplace Diversity Training Improves Organizational Results

  1. Diversity Training Improves Teamwork: The most effective teams include people of varying backgrounds and beliefs; individuals who come together to share ideas and use their collective strengths to make things happen. Differences in who we are, where we’re from, and how we live can keep a team from gelling; or, they can make the team much stronger. Workplace diversity training reminds employees that a variety of experiences and perspectives can lead to breakthroughs in team problem solving and innovation.  When diverse people are encouraged and empowered to work together as a team, differences are set aside in pursuit of shared goals.
  1. Diversity Training Leads to Inclusion: In the workplace, as in life, people often have the tendency to stay within their “comfort zone” (or, to avoid people and ideas that strike them as out of the ordinary).  Through diversity training, we are reminded that when we show others the respect and consideration we ourselves expect to be shown, we are able to make connections and build healthy business relationships. By accepting and engaging with people we otherwise might have avoided, we build an inclusive environment where everyone feels they belong and where people are allowed to give their best effort.
  1. Diversity Training Decreases Negative Interactions: Discrimination, whether intentional or unintentional, is a problem in many workplaces. When it occurs, morale and productivity decrease swiftly. In extreme cases, discriminatory behavior can lead to legal repercussions. Diversity training in the workplace educates employees and managers alike on inappropriate and disrespectful behaviors, stopping unproductive interactions before they begin.
  2. Diversity Training Increases Productivity: Employees who feel respected and have positive interactions with those around them tend to be happier than those working in a more hostile environment. This increase in morale leads to greater productivity and less turnover. Also, by teaching techniques for handling diversity-related tension, diversity training helps reduce workplace conflict, allowing employees to concentrate on their jobs instead of being distracted by tension with co-workers. Because a happier staff produces better work, making an investment in diversity training is an effective way to help your employees produce the best results possible.
  1. Diversity Training Ignites Passion: Diversity training encourages authenticity, allowing individuals to be themselves rather than merely “fit in” with the status quo. Employees who feel excited about their job and what they can contribute are more energetic and passionate.

 

Diversity training in the workplace dramatically changes the way your employees view and interact with each other, which in turn dramatically improves your organizational results.

Recommended Training Resources
Gateways to Inclusion is an engaging explanation of how tense moments can be transformed into productive conversations. By looking at negative interactions as “gateways,” employees can use these situations to nurture better working relationships and increase understanding.

How to Improve Customer Retention with “Give Them the Pickle” Training

December 2nd, 2015
Customer Service

Could a simple pickle be what sets your business apart from your competitors? According to Bob Farrell, founder of Farrell’s Ice Cream Parlor and Restaurant, the answer is absolutely yes! In the training video ‘Give Them the Pickle,’ he explains how even the smallest things can lead to improved customer loyalty and satisfaction.

The Origin of the Pickle

After reading a letter from an unhappy customer who had been denied an extra pickle at his restaurant, Bob Farrell realized something important: something as small as a pickle could have a huge impact on how customers viewed his business. No matter what business you’re in, if you can find “pickles,” small things that mean a lot to the people you serve, you can make your customers happy.

Customers expect good service, but “good” often isn’t good enough. Because everyone’s striving to provide good service, you need something that really sets you apart. That’s your pickle. Something as small as spending 8 cents on a free pickle can help you keep a customer that will spend hundreds of dollars a year and tell others about how great you are. That’s a big return for a little pickle.

It’s All About Who You Serve

In the “Give ‘Em the Pickle” video, Farrell explains that your business is not what you sell, it’s who you serve. He also explains the four key principles your employees need to know in order to hear those magic words from the customer: “I’ll be back:”

  • Service: You’re in the people business, so serving others needs to be your #1 priority. Employees who are proud of what they do and how they do it create customers who want to come back.
  • Attitude: The way you think about your customers affects how you treat them. Choose to view customers with an attitude of respect.
  • Consistency: Customers come back because they liked the way they were treated during their last visit. Set high standards and train your employees to stick to them every time to make sure every experience is a positive one.
  • Teamwork: Working well together makes the whole team look great. Your customers will notice, and they’ll keep coming back.

“Give ’em the Pickle,” is a fun, lighthearted way to train employees on a subject that can dramatically improve how they interact with your customers. Don’t let something small come between you and repeat business – instead, just give ’em the pickle!
Recommended Training Resource: The Give ’em the Pickle package includes everything you need to train your employees in producing unrivaled customer satisfaction. This program includes a DVD, a CD-ROM with Leader’s Guide, PowerPoint Presentation, reproducible Participant Handouts, and more.


 

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