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It used to be 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 to the entire planet. Without question, customers are making their buying decisions based on what they see online and through social media.
This new kind of customer feedback puts service providers in a very vulnerable position, but there is something you can do about it.
The Customer Service Gone Viral training video shows how to avoid customer service problems that lead to negative feedback. The Customer Service Gone Viral 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 Customer Service Gone Viral training program is followed by a practical, real world solution.
Customer Service Gone Viral 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.
Key Training Points:
Avoid Taking Short Cuts
- Look out for your customer
- Deliver beyond expectations
Give Your Full Attention
- Make every customer feel important
- Resist distractions
- Rephrase the message
- Listen, understand, confirm
- Take ownership of the customer's problem
- Follow through
Deliver Service on Time
- Think like a customer
- Keep customer apprised and updated
Focus on Solutions
- Avoid disagreements and blame
- Give benefit of the doubt
- Customer Service Gone Viral DVD (16 Minutes)
- Leader's Guide
- Reproducible Participant Worksheets
- PowerPoint Presentation
This program contains optional subtitles.