Concepts in the Service First Video Library

• 5 principles needed to deliver outstanding customer service.
• How to keep employees continually.
• How to think and act using common sense.
• How to turn problems and complaints into opportunities to win a customer for life.
• 6 steps to calm down an irate customer.
• 4 techniques to discover your customers needs and expectations.
• 9 magic 'tricks' to provide great customer service through the phone, voicemail, fax and e-mail.
• 5 steps to effectively use empowerment skills to over-satisfy a customer.
• 4 skills to skyrocket performance by developing teamwork.
• 6 rules to exceed customer expectations in every contact, always.
• 4 tips to communicate quality over the phone and through voicemail.
• 7 immutable rules to 'act with class' and communicate a high image of your company.
• 3 fundamental steps to solve both simple and complex problems.
• 2 elements you must include to deliver value-added service.
• The 5 steps of active listening.
• 3 universal principles to perform service recovery when a mistake is made.
• 3 ways of using positive communication to create a more delightful job environment.
• How to handle complaints masterfully to avoid losing customers.
• The secret to make your customers come back and actively refer new prospects.
• How to use body language to create good impression on others.
• How to know when and when not to make promises to customers.