Ours is increasingly becoming a service economy. It follows that our premiere commodity is customer service. This program describes and defines the problem: what customer service is and what it isn’t; the skills necessary to achieve it; the rationale for improving service; the categories of customer service—decision-making service (helping customers decide), problem-solving service (fixing things), and time-of-purchase service. (20 minutes)

Tell a Friend! Your Name: Your Email: Your Friend's Email: Your Message: We respect your privacy and will not use your friend's address without permission. Item#: FMK2901 VHS ISBN 978-1-56950-830-5 DVD ISBN 978-1-4213-3261-1

Part of the Series : Person-to-Person Skills: Excellence in Customer Service

VHS	$99.95
DVD	$99.95
DVD + 3-Year Streaming	$149.93
3-Year Streaming	$99.95

Prices include public performance rights.

		Managing Difficult Situations The customer is not always right, but the customer's needs remain the number one priority. This program moves beyond the fundamentals of good customer service to the problems of dealing with more complex and difficult situations: How do you satisfy c...(more details)		VHS $99.95 DVD $99.95 DVD + 3-Year Streaming $149.93 3-Year Streaming $99.95
		Meeting Customer Expectations Providing a service is different from producing a product because service is produced at the moment of delivery-a one-time opportunity to satisfy the customer which, once lost, is often lost forever. This program shows what the customer expects in th...(more details)		VHS $99.95 DVD $99.95 DVD + 3-Year Streaming $149.93 3-Year Streaming $99.95
		Understanding What the Customer Wants This program deals with the importance of focusing on the customer's problems, rather than on the service provider's. It shows how to read the customer's mood and respond appropriately, demonstrates the distinction between appearance and reality in a...(more details)		VHS $99.95 DVD $99.95
		Superior Customer Service This program discusses how to put the techniques of customer service into practice. It explains the rationale of providing service to the customer, for the customer saved is the service-provider's job saved, and the customer pleased is the service-pr...(more details)		VHS $99.95 DVD $99.95 DVD + 3-Year Streaming $149.93 3-Year Streaming $99.95
		Tuning In to the Customer This program offers techniques for hearing what the customer is really saying, in words and with body language. It stresses the importance of listening, shows common barriers to what seems like (but isn't) an ordinary skill, and explains how and when...(more details)		VHS $99.95 DVD $99.95 DVD + 3-Year Streaming $149.93 3-Year Streaming $99.95

See additional titles in Business Education