How to Give Exceptional Customer Service

Ever wonder how an organization can get its entire work force eating, sleeping, breathing customer service especially in an age when common courtesy, extra effort and empathy are in short supply? Ever wonder how a company comes up with the service ideas that turn its customers into avid (and unpaid!) ambassadors for its products?

Wonder no more, as Lisa Ford, customer service adviser extraordinaire, takes you behind the scenes to find out what smart organizations are doing to dazzle customers and build unbending loyalty. You’ll sit in as Lisa interviews customer service trendsetters at major corporations and observe live customer care training at some of today’s most successful companies. You’ll benefit from Lisa’s firsthand experience with what works, what doesn’t, in today s service arena. Go on location to learn what companies such as Seiko, EchoStar, Men’s Wearhouse and others are doing to wow current customers and wow new ones with superlative service.

Lisa Ford’s wisdom and advice have helped bring about dramatic customer service improvement in dozens of companies, large and small. Now she brings those same insider insights to you, in this new-from-the-ground-up version of How to Give Exceptional Customer Service, still the best-selling training video of all time.

Volume #1 – Understanding the Customer Service Experience

• Why is the customer service experience so important?
• Eye-opening statistics that build the case for exceptional service
• The 5 dimensions of quality customer service
• The crucial differences between service and exceptional service
• Why indifferent service can be the worst type of service

Volume #2 – Looking Through the Customer’s Eyes

• Perception vs. reality – find out how your customers really feel about your company
• Identify your “points of contact” to see your service through your customers’ eyes
• How to treat your customers as if they are always right (even when they’re wrong)
• How to dazzle your customer by being an “outer circle fanatic”

Volume #3 – Developing Essential Customer Service Skills

• How to become an “active listener”
• Simple ways to build trust and make customers feel you’re “on their side”
• “Speak your customers’ language” how to match your tone, body language and emotions to theirs
• Add “smile power” to your phone personality

Volume #4 – Dazzling the Difficult Customer

• Ways to avoid 4 situations that are guaranteed to drive customers away every time
• How to use the “S.T.O.P” method to cool down angry customers
• Learn which words and phrases trigger tempers and emotions–and what to say instead
• How to “make the problem the enemy” not you
• “ECS words” that customers–even furious ones–love to hear

Volume #5 – Overcoming Challenging Situations

• The recovery process: 6 steps to help you bounce back
• What to do when the customer is wrong (yes, it does happen sometimes)
• 8 keys to fast, effective problem solving
• How to deliver bad news to your customers
• What to do when the customer demands to speak to the manager or owner
• How to handle customers who remain unhappy, no matter what you do

Volume #6 – Establishing Winning Attitudes

• 8 ways to maintain a positive attitude–even during end-of-day slumps
• How to avoid “coffee break stress syndrome”
• The “9 out of 10 rule”: Recognize how negativity affects your customer interactions
• Use a “buddy system” to relieve workplace stress and frustration
• The #1 essential you must bring to work every day

Volume #7 – Building Service Stars and Service Teams

• The 7 characteristics of a customer service star (and how you can develop them)
• The true meaning of “empowerment”–many people have it wrong
• How to transform your work group into a supportive service team
• Why it is important to accept chaos as part of your daily routine

Volume #8 – Creating a Powerful Corporate Culture

• Reward, recognition, and celebrations–use them to keep your service team motivated
• Develop a system of standards and measurements to ensure you give each customer exceptional care
• The role of the manager: how to support, nurture, and “grow” your service staff
• “Cheerleading” — create and keep a sense of enthusiasm and urgency in your people
• Going beyond just good service to exceed the customer’s expectations
• How customers define quality service
• What customers want: 7 essentials
• Anticipating and solving problems
• Calm down an angry or abusive customer with a step by step process
• Discover how and when to break the rules to satisfy customers
• Developing an emotional connection with the customer
• Customer service success skills that include listening and powerful phone techniques