SO HELP ME--Customer Service Training for Employees and Supervisors

Produced

• Jan. 2005

Key Features

Length: Employee Version is 16 minutes in length; the Supervisor Version is 18 minutes in length
Format: VHS or DVD
Languages: English or Spanish
Includes: 28 page comprehensive training leader’s guide with reproducible worksheets. DVD contains PDF version of leader’s guide and supporting PowerPoint graphics (PowerPoint graphics available online as a download). DVD contains scene selection and optional subtitles / VHS is Closed Captioned

“If you own the problem, you own the customer. If you lose the problem, you lose the customer.”

This new customer service training series offers an employee version and a supervisor version.

THIS PROGRAM BENEFITS: all customer service providers, including sales associates, government employees, telephone customer service representatives and all other service professionals.  

VIEWERS LEARN:

• Work with policy to solve problems
  Don’t use policy to explain what you can’t do; use policy to help people.
• Take customers directly to what they need
  When you can’t help, take them to someone who can, even if it’s outside your department.
• Take the time to really listen
• Treat each customer as an individual. Listen until you really hear what their problem is.
  Treat every customer as your own customer
• Work with the customer you’re talking to. Don’t hand customers off to someone else just because they’re difficult.
• Help customers define their needs
  Help people figure out what they want. Guide them to solutions that meet their needs.

"So HELP Me” – Employee Edition

What do customers value most in customer service? Solving their problems. Recent research shows that handling customer problems quickly and correctly will retain or even build customer loyalty. Customers who don’t get their problems solved will leave and not return. 

“So HELP Me” (Employee Edition) illustrates realistic customer service problems that can frustrate both customers and employees. The video provides solutions to these problems that satisfy everyone: the customer, the organization and the employee. These solutions include: working with policy to solve problems, helping customers outside your department, actively listening, treating every customer as your own, and defining customer needs.

“So HELP Me” demonstrates employees giving the kind of service that turns dissatisfied people into loyal customers. As one customer service provider in the video says, “…at the end of the day it makes me feel like I’m doing something useful. Instead of adding to people’s frustrations, I’m actually helping them out.”

“So HELP Me” – Supervisor Edition

“Great customer service thrives in an environment where employees are encouraged and supported.”

How do supervisors affect customer service?  We all know that frontline service people directly impact customer satisfaction.But we don’t often look at how much a supervisor’s behavior influences the service a customer ultimately receives.

“So HELP Me” (Supervisor Edition) takes a fresh look at customer service by showing the direct connection between a supervisor’s behavior and the way employees treat customers.  When employees are listened to, respected, and encouraged, they will do the same for their customers.  Supervisory behaviors that promote excellent service include: telling people what they’re doing right, helping employees find solutions, focusing on people rather than numbers, empowering people to do their jobs, and turning mistakes into opportunities for growth.

Pricing: “So HELP Me” Employee and Supervisor Editions available separately or as a package:

Employee Edition - Purchase:  $695.   (VHS or DVD)    Also available as a VHS/DVD combo: $895.
Employee Edition - Rental:  $295.   (VHS or DVD)
Supervisor Edition - Rental:  $295.   (VHS or DVD)

SPECIAL PACKAGE #1: Both Employee & Supervisor Editions: $995.  (VHS or DVD)  Save $395
SPECIAL PACKAGE #2: Both Employee & Supervisor Editions in both VHS and DVD formats:  $1295.  Save $1495. 

Spanish version available.