The Customer Service Connection




This customer service DVD discusses skills, attitudes, and policies that win customers.
Successful companies put customers at the center of every decision and every transaction. Good customer service skills require tact, consideration—even conflict management skills.
In this customer service DVD, professionally-acted scenes in a variety of businesses (bike shop, book store, machine shop) depict the universal importance of greeting customers, listening, evaluating customer needs, and responding appropriately. Phone skills are reviewed, as are the skills required to satisfy difficult customers.
Customer service staff will learn how to:

Manage rushed and chaotic situations.
Handle angry or manipulative customers.
Stay cool under pressure.
Increase customer loyalty.
Communicate customer feedback throughout the organization.

Understanding customers requires sensitivity to customer cues and the ability to listen. Learn to respond to each customer's needs in ways that both please your customer and build your organization.

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