Service Impact!™ series

Produced

• March 2009

Key Features

Includes: Broadcast-quality DVD's, filmed in HD with professional cast and crew, facilitators guides on CD-ROM, facilitator’s guides, activities, discussion questions, student worksheets, PowerPoint files, pre- and post-training assessments

Price is $295 each, or the entire series for $895.

Service Impact!(TM) is a new series of training videos created by Service Strategies Corp., one of the top training, certification and consulting companies. You’ll benefit from Service Strategies' decades of hands-on experience and expertise. Featuring engaging, lifelike scenarios and TV-quality production, training will be enjoyable - and highly effective. The Service Impact!(TM) is highly versatile, designed to be used for meeting openers, training, and more! And with a feature-packed facilitator's guide on CD-ROM, you'll have all the tools you need to make training easy - and successful. Priced for today's budgets, you'll enjoy all these benefits while saving 60% off the typical price of a training video.

Series Features/Benefits:

• Easy-to-use - includes facilitator's manual designed by service experts
• Highly engaging - quick-paced, lifelike scenarios retain attention
• Save money - all the quality at 60% off the typical price
• Save time - quick program for efficient learning and behavioral change
• Versatile - use for meeting openers, training sessions, and more

Description: five customer service training videos, averaging 4.5 minutes each, with facilitator’s guide on DVD. Suitable for meeting openers, quick training, and more.

Titles:
1. Credibility Through Honesty
2. Cross-Cultural Communication
3. Dimensions of Service
4. Levels of Learning
5. The Angry Customer

Part 1: Credibility Through Honesty (Length 3:53 minutes)

Discover How to Be Honest About Service Problems – And Boost Your Company’s Image!

The online preview for Part 1: Credibility Through Honesty is the one shown above, using the "view video" button. It will take several minutes for this large file to upload, so be patient while it is buffering, please.

Summary: A new customer service scenario, designed for today’s high-efficiency, money-saving training needs.

In Part 1, Terry, an overwhelmed service representative, receives a call from Justine. When Terry realizes he forgot about her case, he tries to end the call before his manager finds out. He refuses to admit his mistake, then lies. When caught by Justine, he blames and reveals sensitive information about his company. When Justine asks for his manager, Terry lies about his name and hangs up, frustrating and likely losing a valuable customer.

In Part 2, Terry approaches the same situation differently. He promptly admits his mistake and apologizes. He takes responsibility, immediately schedules action, and accommodates customer. He solves the problem, and wins another satisfied customer.

Learning Points

• Never lie to customers
• Take responsibility for mistakes
• Take immediate corrective action
• Safeguard internal information
• Don’t reveal information that could damage your company’s reputation

Features and Benefits

• Easy-to-use – includes facilitator's manual designed by service experts
• Highly engaging – quick-paced, lifelike scenario retains attention
• Save money – all the quality at 60% off the typical price
• Save time – quick program for efficient learning and behavioral change
• Versatile – use for meetings openers, training sessions, and more

Includes

• Broadcast-quality DVD
• Filmed in HD with professional cast and crew
• Length 3:53
• Facilitator's guide on CD-ROM
  • Facilitator’s Guide
  • Activities
  • Discussion Questions
  • Student Worksheet
  • PowerPoint file
  • Pre- and Post-Training Assessment

Part 2: Cross-Cultural Communication (Length 4:33 minutes)

Bridge cultural and communication differences with the universal language: great service!

Click here to view an online preview of Part 2: Cross-Cultural Communication (it will take several minutes for this large file to upload, so be patient while it is buffering, please): cross-cultural communication online preview

Summary: A new customer service scenario, designed for today’s high-efficiency, money-saving training needs.

In Part 1, service representative Valerie receives a call from Lois, who is from another culture. Valerie speaks quickly and uses slang, which is frustrating to Lois. Valerie is impatient with Lois’ accent and English, and belittles her, despite the fact that Lois has taken the time to learn Valerie’s language. Valerie insults Lois, and loses a customer.

In Part 2, Valerie approaches the same situation differently, adapting to the unique needs of this customer. Valerie speaks slowly, clearly, and properly. When Lois uses unfamiliar words, Valerie seeks to reframe to understand. While challenged by the communication difficulties, she takes personal responsibility, finds a solution, and ultimately triumphs with yet another happy customer.

Learning Points

• Avoid slang - use proper language
• Be patient with accents, unfamiliar terms
• Speak slowly, clearly
• Respect and appreciate the customer’s effort to learn your language
• Reframe and seek alternates to barriers

Features and Benefits

• Easy-to-use – includes facilitator's manual designed by service experts
• Highly engaging – quick-paced, lifelike
• scenario retains attention
• Save money – all the quality at 60% off the typical price
• Save time – quick program for efficient learning and behavioral change
• Versatile – use for meetings openers, training sessions, and more

Includes

• Broadcast-quality DVD
• Filmed in HD with professional cast and crew
• Length 4:33
• Facilitator's guide on CD-ROM
  • Facilitator’s Guide
  • Activities
  • Discussion Questions
  • Student Worksheet
  • PowerPoint file
  • Pre- and Post-Training Assessment

Part 3: Dimensions of Service (Length 5:31 minutes)

Discover how to see all sides of the customer experience – and achieve first-class service!

Click here to view an online preview of Part 3: Dimensions of Service (it will take several minutes for this large file to upload, so be patient while it is buffering, please): dimensions of service online preview

Summary: A new customer service scenario, designed for today’s high-efficiency, money-saving training needs.

In Dimensions of Service, you’ll discover the secrets of improving customer satisfaction by seeing all facets of the client experience. Larry is a manager facing declining customer satisfaction. He launches a new initiative to speed up response time – but satisfaction actually goes down. We see this happen when a customer, Justine, doesn’t receive a call back as promised, and is frustrated that her issue hasn’t been resolved. The service rep Stacy – who is proud of her job and always does what management tells her – counters that she is doing her job: answering phones quickly.

Larry’s superior, Wendy, explains you need to understand all dimensions of service to achieve customer satisfaction. He tries a new initiative, looking at all dimensions of service. When Larry starts measuring other facets such as resolution time, Stacy enjoys the additional challenge and resolves issues quickly. When Stacy informs Justine that her issue will be resolved shortly, she wins another satisfied customer.

Learning Points

• Avoid focusing on single components of service
• Focus on measurable results
• Learn to measure multiple facets of service
• Balance a variety of measurable dimensions for excellent service

Features and Benefits

• Easy-to-use – includes facilitator's manual designed by service experts
• Highly engaging – quick-paced, lifelike scenario retains attention
• Save money – all the quality at 60% off the typical price
• Save time – quick program for efficient learning and behavioral change
• Versatile – use for meetings openers, training sessions, and more

Includes

• Broadcast-quality DVD
• Filmed in HD with professional cast and crew
• Length 5:31
• Facilitator's guide on CD-ROM
  • Facilitator’s Guide
  • Activities
  • Discussion Questions
  • Student Worksheet
  • PowerPoint file
  • Pre- and Post-Training Assessment

Part 4: Levels of Learning (Length 5:31 minutes)

The customer service field guide: discover how to identify and work with different types of customers and co-workers!

Click here to view an online preview of Part 4: Levels of Learning (it will take several minutes for this large file to upload, so be patient while it is buffering, please): Levels of Learning Online Preview

Summary: A new customer service scenario, designed for today’s high-efficiency, money-saving training needs.

In part 1, Carlos is an experienced rep – he knows the product backwards and forwards, and assumes everyone else does too. That’s his fatal flaw: he’s an unconscious competent: highly skilled, but doesn’t realize it. His customer Justine, in contrast, is a conscious incompetent: she doesn’t know the product, which fills her with anxiety and fear. So when Justine calls Carlos, Carlos is frustrated, while Justine receives no useful help. Carlos’s co-worker Stacey, in contrast, is an unconscious incompetent: she’s clueless and doesn’t know it. So when a customer calls, she flippantly admits she doesn’t how to help him – and makes herself and the company look bad.

In part 2, Angela is an experienced rep, who is patient and helpful with those new to the product. She’s a conscious competent: highly skilled and (humbly) knows it. The customer Warren, in contrast, is a conscious incompetent: he doesn’t know the software – which makes him fearful, anxious about his job and reputation. Angela is instantly aware of Warren’s inexperience, puts him at ease, and ultimately comforts him and increases his competence. New rep Mia, like Warren, is a conscious incompetent: she doesn’t know the software, and is painfully aware of that fact, afraid of how it makes her look on the job. So when Mia receives a call she doesn’t know how to handle, Angela recognizes the situation, puts her at ease, and effectively guides her to resolution.

Learning Points

• Recognize the competency and skill of customers
• Recognize the competency and skill of co-workers
• Know when customers or co-workers are conscious – or unconscious of their skill level
• Better help customers, based on skill level
• Better help customers, based on skill level

Features/Benefits

• Easy-to-use – includes facilitator's manual designed by service experts
• Highly engaging – quick-paced, lifelike scenario retains attention
• Save money – all the quality at 60% off the typical price
• Save time – quick program for efficient learning and behavioral change
• Versatile – use for meetings openers, training sessions, and more

Includes

• Broadcast-quality DVD
• Filmed in HD with professional cast and crew
• Length 5:31
• Facilitator's guide on CD-ROM
  • Facilitator’s Guide
  • Activities
  • Discussion Questions
  • Student Worksheet
  • PowerPoint file
  • Pre- and Post-Training Assessment

Part 5: The Angry Customer (Length 3:24 minutes)

Caution! Find Out How to Calm – and Not Calm – the Caustic Client!

Click here to view the online preview of Part 5: The Angry Customer (it will take several minutes for this large file to upload, so be patient while it is buffering, please): the angry customer online preview

Summary: A new customer service scenario, designed for today’s high-efficiency, money-saving training needs.

In Part 1, service representative Carlos violates every rule of handling an upset customer, from blaming the customer to refusing ownership of the issue. Warren, the customer, quickly escalates from annoyance to frustration, then from infuriation to hostility. Carlos accuses Warren of being abusive, and ends the call.

In Part 2, Warren calls back and Angela takes over. Calm and professional, she knows the four steps to calming angry customers: allow them to vent, empathize, refocus away from emotion and toward the issue, and use closed-ended questions to satisfy. She acknowledges Warren’s frustrations, but skillfully changes the focus to the issue. Angela turns conflict into collaboration, solves the issue, and profits from another satisfied customer.

Learning Points

• Allow customers to vent
• Acknowledge customers’ feelings
• Take ownership of the issue
• Avoid blaming the customer
• Focus away from emotions, toward issues
• Collaborate with customer to solve problem

Features and Benefits:

• Easy-to-use – includes facilitator's manual designed by service experts
• Highly engaging – quick-paced, lifelike
• scenario retains attention
• Save money – all the quality at 60% off the typical price
• Save time – quick program for efficient learning and behavioral change
• Versatile – use for meetings openers, training sessions, and more

Includes

• Broadcast-quality DVD
• Filmed in HD with professional cast and crew
• Length 3:24
• Facilitator's guide on CD-ROM
  • Facilitator’s Guide
  • Activities
  • Discussion Questions
  • Student Worksheet
  • PowerPoint file
  • Pre- and Post-Training Assessment
  • impact
  • impact

The video "previews" offered on this page require that Windows Media Player is installed on your computer. To add this media player product, download from Microsoft Windows Media Player.

Related Items

Credibility Through Honesty - Customer Service Training

Discover How to Be Honest About Service Problems – And Boost Your Company’s Image! ...

Cross-Cultural Communication - customer service training

Bridge cultural and communication differences with the universal language: great service! ...

Dimensions of Service - customer service training

Discover how to see all sides of the customer experience – and achieve first-class service! ...

Levels of Learning - customer service training

The customer service field guide: discover how to identify and work with different types of customers and co-workers! ...

The Angry Customer - customer service training

Caution! Find Out How to Calm – and Not Calm – the Caustic Client! ...