Customer Service Video Series
Pearson FT Press (Hersteller)
978-0-13-446456-5 (ISBN)
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Overview
The fast, fun, and complete video guide to delivering outstanding customer service!
Description
In an era where many companies offer similar products and services at similar prices, it's hard to stand out. But if you offer the best customer service around, you'll win loyal customers who keep coming back, and tell their friends to do the same. If that sounds great to you, this complete video course is exactly what you need. Jeff Havens's Customer Service brings together all the knowledge anyone needs to deliver outstanding customer service, and help others do it, too! One of North America's leading presenters on business success, Havens brings fun to the learning process, so his audiences enjoy every minute - and never forget his crucial takeaways. Now, in 25 minutes of powerfully compelling video, Havens covers everything customer service professionals and managers need to know: how to create a physical or online environment that attracts and engages the best customers... how to practice the personal qualities that lead to successful customer interactions... how to use active listening and eye contact to connect with customers... how to recognize and avoid ineffective customer service techniques... how to uncover small details and improvements that can make customers happy... how to deal with irate customers... why processes are important, and when to consider out-of-the-box approaches to helping a customer. There's never been a quicker way to improve your customer service: just watch!
About the Instructor
A former teacher and stand-up comedian, Jeff Havens has become one of North America's most popular business presenters. His extraordinary ability to deliver high-quality education in an entertaining way has earned him dozens of repeat clients, all of whom appreciate his insistence that education is the only way that we improve at anything, and that we'll all improve better and faster if we enjoy the learning process. By combining traditional presentation content with the entertainment value of a comedy show, Havens has found enthusiastic audiences in government, academia, small businesses, and the Fortune (R) 50, all while still being one of the youngest members of the professional speaking circuit. A Phi Beta Kappa graduate of Vanderbilt University, he lives in Michigan with his wife, Laura, and their dog, Pancake. He is author of Us vs. Them: Redefining the Multi-Generational Workplace to Inspire Your Employees to Love Your Company, Drive Innovation, and Embrace Change. For more information, visit www.jeffhavens.com.
Skill Level
Beginner
Intermediate
What You Will Learn
How to create a physical and/or online environment conducive to attracting and engaging high-quality customers
How to recognize and develop the personal qualities that lead to successful customer interaction
Which ineffective customer service techniques don't work, why they don't work, and how to avoid them
How to deal with irate customers
How to do the small things that customers love, and when to consider going beyond the rules to solve their problems
Who Should Take This Course
For everyone moving into a role as a customer service professional or manager
For every HR professional, senior leader, coach, trainer, or mentor who wants to help customer service teams succeed
Course Requirements
No customer service delivery or management experience required
Table of Contents
Introduction
Learn how these videos will help you master crucial core skills in customer service, and how you can use them most effectively.
Part 1: Before the Customer Arrives
Discover how your physical or retail business environment can powerfully impact customer satisfaction, and how to do the little things that make a huge difference to customers.
Part 2: Customer Interaction
Interact with customers more successfully, root out behaviors and processes that drive customers crazy, and deal effectively with angry customers.
Part 3: Personal Qualities
Consider when to follow the rules "to the letter," and when to bend them a bit to help a customer... understand how your speech and attitude shapes how you're viewed... bring more honest enthusiasm to your customer conversations.
Conclusion
Recognize that you now have the customer service knowledge you'll need to succeed!
A former teacher and stand-up comedian, Jeff Havens has become one of North America's most popular business presenters. His extraordinary ability to deliver high-quality education in an entertaining way has earned him dozens of repeat clients, all of whom appreciate his insistence that education is the only way that we improve at anything, and that we'll all improve better and faster if we enjoy the learning process. By combining traditional presentation content with the entertainment value of a comedy show, Havens has found enthusiastic audiences in government, academia, small businesses, and the Fortune (R) 50, all while still being one of the youngest members of the professional speaking circuit. A Phi Beta Kappa graduate of Vanderbilt University, he lives in Michigan with his wife, Laura, and their dog, Pancake. He is author of Us vs. Them: Redefining the Multi-Generational Workplace to Inspire Your Employees to Love Your Company, Drive Innovation, and Embrace Change. For more information, visit www.jeffhavens.com.
Introduction
Part 1: Before the Customer Arrives
Episode 1: A Tale of Two Businesses
Episode 2: Pay Attention to Your Environment
Episode 3: Little Things Matter
Part 2: Customer Interaction
Episode 4: Your Wait Time Is Approximately...Forever
Episode 5: Customer Service 101: The Basics of Bad Customer Service
Episode 6: A Playful Way to Annoy Your Customers
Episode 7: Dealing with Irate Customers
Part 3: Personal Qualities
Episode 8: Follow Every Rule
Episode 9: Using Proper English and Grammar Can Only Hurt Your Career
Episode 10: Sound Excited Already!
Conclusion
| Erscheint lt. Verlag | 1.12.2015 |
|---|---|
| Verlagsort | NJ |
| Sprache | englisch |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management | |
| ISBN-10 | 0-13-446456-7 / 0134464567 |
| ISBN-13 | 978-0-13-446456-5 / 9780134464565 |
| Zustand | Neuware |
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