Click here to view video samples!

How To Give Exceptional Customer Service

.....• 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

NOW AVAILABLE ON DVD

8 volume DVD set: $399.99

8 volume video cassettes: $379.95

additional workbooks: $9.50

Developing A Customer Retention Program

.....• 7 specific ways to find out how customers really feel about you
.....• 8 specific ways to build "partnerships" and emphasize your value to customers
.....• 3 steps for getting service givers to act creatively on behalf of your customers
.....• How to hire the best employees to support your retention efforts
.....• Training employees in ways to deliver great service
.....• Using service guarantees as a retention tool
.....• Tracking "exiting" customers: why they're leaving and how to turn them around

4 volume video cassettes: $199.95

also available in 4 audio cassettes: $59.95

Customer Service Excellence: It's in the details

You'll learn how to:
.....• Use the "grandmother rule" to improve reliability
.....• Become an active customer-complaint listener
.....• Avoid the "emotional trigger" words in customer service
.....• Recover customer loyalty through four guidelines
.....• Be aware of a customer's perception to provide better service

40 minute video cassette: $99.95