This is a compilation item which contains other items. Licensing this one item causes all component items to be licensed.s
About35 Videos in this series!
"My partner's going to hit you with a rhetorical question now. Do it."
GOOD SERVICE DEMONSTRATES EFFECTIVE QUESTIONING TECHNIQUES
Improve your customer satisfaction levels and increase customer loyalty with Video Arts Customer Service Essentials. This collection delivers funny, memorable, short films and e-learning courses that change the way employees behave when they're with customers. Starring Mark Heap, Lucy Liemann, Tom Bennett, Laura Aikman and Javone Prince and written by leading experts like Dr Peter Honey. Must-have resources for customer-facing employees.
This is a compilation item which contains other items. Licensing this one item causes all of the following items to be licensed.Knowing Your StuffWhy are you curled up in a ball?Knowing your stuff gets the customer onside. You should have a detailed knowledge of what you've got - your product range and its features. You should also know your policies, as well as having a wider knowledge of the business and the market landscape.> Know what ... read moreShowing Them The BenefitsBut is it comfy?Features like 'it's got auto-tension' are factual statements but they won't entice customers to buy. A benefit (like 'it's incredibly comfortable') answers the question 'What's in it for me?' People buy benefits - so explain them to them.> Features are factual statements > Bene... read moreFinding Out What They WantIt's not the age it's the mileage right?!Customers don't always know what they want. Whatever service you provide, encourage your customers to open up. Listen to their needs, desires and concerns. > Customers don't always know what they want> Encourage them to open up> Listen to themGetting Into Their HeadHe just wants the tieThe customer may need something more than what they're asking for. Try to get to the truth of the matter by asking questions.> The customer may need something more> Something different to what they're asking for> Try to get to the truth with questionsCompany And Product LoyaltyA load of tat glued togetherTo the customer, you are the organisation, so don't rubbish the company. You are key to building the customer's faith in the organisation so be proud of where you work and what you do. > To the customer you are the organisation> Support your organisation> Be prou... read moreTeam And Customer LoyaltyWho sold you this then?You are part of a team, so be loyal to your colleagues - support them and what they do. Be loyal to your customers too, you are not there to judge them and it will help you get the best for them.> Don't rubbish your colleagues / clients> Get the best for your customersUsing Your Voice EffectivelyThat's your customer service voice is it?Think about your pitch, pace and tone and use your natural voice when engaging customers. Be warm, and medium paced, without being smarmy or twittery. Try engaging customers by following their voice patterns a little, but don't mimic them.> Pitch, pace, to... read moreQuestioning Techniques (Part 1)Do you recall what I said about recall questions?To get to know your customers and their needs, use closed questions to get facts, open questions to learn more, and recall questions to build a history.> Use open, closed and recall questionsQuestioning Techniques (Part 2)Could you be any more guilty?To help guide and control your customer's interest, use rhetorical questions to confirm understanding, assumptive questions to create decisions, and leading questions to direct them towards a sale or solution.> Use rhetorical, assumptive and leading questionsMr ChattyMy cousin Beryl bought one like thisIf you have a chatty customer, use closed questions to keep them on subject, and don't give up - even if they do drive you up the wall.> Keep them on subject> Don't give upMr RudeA fight before breakfastNever go into battle with a rude customer, that's just what they want you to do. Don't surrender either. Stand your ground, be polite and neutral.> Don't go into battle> Don't surrender> Be polite and neutralMrs ArrogantBonjorno, Cheese ManDon't get cheesed off with arrogant customers. Be respectful. Put yourself in their shoes and imagine how they want to be seen. Avoid confrontation and awkwardness by being tactful.> Don't get competitive> Be respectful> Be tactfulMrs PickyWhatever it is, it has my full supportNever rush a picky customer. Understand the reason behind their need for extra detail. Use your product knowledge to give them a clear picture and if you don't know, offer to find out. Try and remain friendly.> Don't rush them > Understand their need for d... read moreAgreeing ActionsThanks for calling the coastguard - goodbye!When closing the call, don't leave your customer 'lost at sea'. Agree actions and how they'll be followed up. Volunteer useful information and agree the next steps.> Agree actions and how they'll be followed up> Volunteer useful information> Agree... read moreControlling The CallI could rustle up a Morris Dancer?Control your call by sticking to a structure, asking open questions when you need to and show that you are listening. Record and repeat information so the caller feels connected.> Use open questions> Show that you're listening> Record and repeat informationFirst Impressions On The PhoneYup?When you're on the phone, answer right away and use a verbal handshake. Smile as you talk, and introduce yourself. > Answer straight away> Use a verbal handshake > Smile as you talk and introduce yourselfA Human TouchHe's literally a customer processing machine!Remember your customers are also your guests, so acknowledge them straight away, especially if you aren't able to serve them immediately. Keep your approach fresh - you may have done this a thousand times but this is their first impression. Use the human ... read moreDropping Your Emotional BaggageOh, no, not you.You can choose who you want to be at work. Leave your baggage at the door and give yourself a fresh start every day. Don't let your problems become your customer's problems or you'll end up in a negative spiral. Think about enjoying the positivity of helping people.> You can decid... read moreHow Not To Approach PeopleThe five monsters of customer serviceBe aware of your body language and don't become one of the five monsters of customer service. Be available and open, don't put barriers of any kind between you and visitors. Have a genuine smile, be natural and stay alert.> Be available and open> Remove bar... read moreSTANCEOh you're legendary all rightMake a great first impression, remember your STANCE. Smile, have a friendly Tone, your Appearance is important, as is using the customer's Name. Always be Customer Focussed and maintain Eye-Contact so they are engaged and feel valued.STANCE> Smile> Tone> Appear... read moreEmail And Web ChatWhaddup Custie?When emailing and in webchat, you can be more informal that you might in a letter, but don't take it too far. Check your emails, and respond promptly to those requesting action. Above all, be polite and don't email when angry! > Emails can be more informal than letters - but don't ... read moreSocial Media And The Customer*unamused face*When using social media, empathise with customers publically, but take one-to-one discussions away from the public eye. Remember you represent the company, and don't over promise.> Empathise publically> Take one-to-one discussions away from the public eye> Don't over-promiseSocial Media And You#borntoserveOn social media you're never fully off duty. Make sure you maintain high personal standards. Don't be critical of the company, colleagues or customers. > On social media you're never fully off duty> Maintain high personal standards> Don't be critical of your organisation / colle... read moreDiscovering Their NeedsI wonder why he didn't buy any undercoat?Discover the customer's need. Even they might not be sure what it is. Explore with open questions and discover more about them. Listen and check the facts, you may discover more and watch out for clues - there might be more services or products you can offer... read moreStorytellingI remember a couple buying the very same bedShare positive stories from your customers to bring your products or services to life.> Stories help bring your products/services to life> Think about the positive stories your customers have shared with youDealing With ObjectionsI thought this was a slam dunk?When dealing with customer's objections, don't panic - play it cool. Don't focus on the objection - instead, put it in perspective, or outweigh it with compensating factors.> Don't panic! Play it cool> Make the objection specific> Put it in perspective> Giv... read moreBehaviour Breeds BehaviourI think I'm getting dizzyPeople mirror the behaviour of others. Your behaviour will affect how others behave, for good or bad, so be aware of what you're doing and how you're doing it.> People mirror the behaviour of others> Positive behaviour elicits a positive responseBehaviour Can Help Or HinderOoh that stings!Your behaviour can help or hinder a transaction. Think about your verbal behaviour: don't dominate conversation, or bully, and listen actively. Think about your visual behaviour: is your body language open and personable? Keep these two things in check for smoother, more pleasant tra... read moreChoosing Your BehaviourI should put you in the crime section!Behaviour is variable. Choosing the right kind at the moment of truth is critical. It isn't difficult, it's about awareness and discipline. > Behaviour isn't fixed, it's a variable> Choosing the right behaviour at the moment of truth is critical> It isn... read moreAsking The Right QuestionsIt's the pen that's defective, not me!When dealing with complaints, ask open questions to understand the issue and closed questions to confirm a resolution. Don't let your emotions control you, be polite and remain positive. > Ask open questions to understand the issue and closed questions to con... read moreGetting To A SolutionMilan? Why is it in Milan?Involve the customer in the solution. Ask them what their preferred solution would be, and offer them options. > Involve the customer in the solution> Ask them what their preferred solution would be> Offer optionsListening To The CustomerDon't blame me, mate. You bought it.When dealing with a complaint, listen and empathise, don't sympathise. Allow the customer to talk - don't get defensive, and summarise your understanding before offering solutions.> Listen and empathise> Don't get defensive
Related CoursesCustomer Service Essentials eLearning Course SeriesHigh-impact lessons for front-line teams. Designed by leading experts, like Dr Peter Honey, our musthave resources inspire customer service teams every day. "Delivered beyond my expectations." MARS Topics include: Advising the customer After sales Communicating effectively Customer types C... read more