Customer Service: 2 Communicating
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Customer Service: 3 Fixing Problems
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Customer Service: 4 Building a Department
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Customer Service: 5 Tools of the Trade
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Essential Elements of Internal Customer Service
All team members either serve customers directly or they service someone who does.  This course illustrates the six essential elements for improving internal communication and customer service.

Five Forbidden Phrases
This customer service training course highlights the five phrases which are proven to annoy and frustrate your customers.  Vignettes clearly illustrate the recommended Positive Alternatives to use instead.

Proactive Customer Service
Identifies and illustrates passive, average, and proactive customer service levels in a variety of situations.  Covers the importance of high energy, enthusiasm, rapport building, and cross selling.

Six Cardinal Rules of Customer Service
A visit to the Hall of Shame allows the viewer to meet the men and women responsible for customer service mishaps that plague our society.  View each inductee and learn from their mistakes to avoid duplicating these blunders.

Six Steps to Service Recovery
Normally, it’s easy to look good when everything is going well. It’s when a customer experience goes wrong that your true character shows. In today’s competitive service environment merely correcting the problem isn’t always enough. Service Recovery is a specific set of actions which customer-oriented organizations take whenever there’s a disappointment for the customer. Duration: 30 minutes.