Free customer service training materials for your team

Transcript: Free Customer Service Tips - Naw, it's not the system is it's notthe price i'd just don't see how we would use it uh... what if i could get you tenpercent off taniguchi order today see that's not the issue i'd just don't see how we would use itmature uh... what about the late payments of three spread out theinvestment over thirty six months i mean a that help he's just not listening i want you listen to the story pretend you're a taxi driver the taxipicks up a celebrity fair she's the popular anchor woman on the nightly newsshe has the taxi driver type four point two miles to the address of the besthotel in town work except yet another guest it's thegovernor of the state the taxi then proceeds five point threemiles to the tv station and drops off both passengers the fair on the metersten dollars the governor pays with a fifty dollar bill and tells the driverkeep the change as they get out of the camp reporters are waiting to interviewthem question how old is the taxi driver no idea are you ready for the answer i saidpretends york a taxi driver how old are you... See more →

Key quotes:

• "There might be a lot of debate surrounding ‘the customer is always right philosophy,’ but there is no debate about this: You need to provide truly excellent customer service to keep shoppers coming back."
• "Long wait times and an unpleasant checkout experience will hurt business sales."
• "Use clear in-store signage so that customers know where to stand in line, form lines around checkout aisles to encourage last-minute purchases, and adopt processes and tools that can help you bust through long lines during peak business hours."
• "You can send them an email or postcard thanking them for their patronage, offer a gift waiting at your store (say, a free scoop of ice cream), or treat them to a discount during the month of their birth."
• "It’s easy to link online surveys to codes on checkout receipts so you can provide a small gift when your customers opt in, or ask if they can fill out a quick hard copy survey right there in the store."
• "SEE ALSO: 26 Inexpensive Customer Appreciation Ideas Have you ever been in a store and asked for help, only to be told, “That’s not my job?” Why would anyone want to shop in a place like that?."

Transcript: Hi thanks for joining us today we're answering the question what is customer service and why is it important the seven essentials to excellent customer service I'm David Brownlee president of David Rowley and associates and founder of small business training program comm and the seven secrets to a million dollar business if you're a business owner or entrepreneur you know how frustrating it can be when clients are not happy with your product or service whether or not it's you or your company's fault especially with websites like Yelp and Angie's List Google reviews customer service is more important than ever to get right it can literally crush your business if you screw it up within minutes hundreds thousands or even millions of prospective customers can see your company's bad reviews that's heavy on the flip side they can also see your good reviews which is what we'll focus on today providing excellent customer service that will exceed client expectations give you loyal customers with repeat business and eventually increase your revenues and grow your business in this video we're going to highlight seven essential elements to excellent customer service that will build that loyalty and repeat customers for... See more →

Key quotes:

• "and enroll in the Pure Customer Service Training Program today!In this YouTube Video, learn "What is customer service? The 7 Essentials To Excellent Customer Service" in this complimentary video series from business coach and consultant, David Brownlee."
• "CEO of Pure Customer Service and founder of www.PureCustomerService.com and The Pure Customer Service Training Program, 8 Secrets To Create Raving Fan Clients."
• "Call or email us today to find out we can help grow your business through coaching, consulting or our training programs www.PureCustomerService.comCustomer service is more than waiting on customers."
• "According to David Brownlee and the www.purecustomerservice.com "Customer service is a series of 7 essentials to excellent customer service."
• "Good customer service must include 7 essentials and a great customer service training company like davidbrownlee.com."
• "It is important to David Brownlee and Associates that all staff know the 7 essentials to excellent customer service."

Key quotes:

• "Did you know that after a bad customer service experience, 39% of customers will avoid a company for two years? Great customer service involves more than call center reps or an employee replying to chat and email messages — it requires a well-trained team of support professionals."
• "Read on to find out the essential roles every company needs to build an awesome customer service team."
• "Customer Service Reps have a wide range of responsibilities, including: Some years ago I was involved with Cooperative Extension Professionals in Texas, who regularly hired Spanish-speaking people to translate educational materials."
• "If the rep doesn’t deeply know how the product works, there’s no way they can understand the customer’s frustrations and handle their request promptly."
• "The next key role in your team is the Customer Support Trainer, who’ll set up the reps with tools for success and undergoes in-depth training and role plays with them before they interact with customers."
• "Needles to say, the manager should have previous experience as a customer service rep herself and understand the difference between customer support and customer success to take the team to a higher level."

Transcript: The information you sent me is wrong what's the matter with you people can't you read my bill isn't right and this is not the first time either you guys never got anything right I want my money back and I want it now I am sick and tired of all your mistakes and I'm telling everybody I know how bad you guys really quite number one it's nothing personal the customers don't even know you these people are unhappy about a problem they're venting their anger at you but it's not personal your job as a representative involves taking responsibility and taking the blame for something you probably didn't do now you might think of the situation like this you may think that angry customers unhappy with you once you have the situation a proper perspective here's how you should feel so when your customer is unhappy and this happens I want my money back and I want it now I am sick of all these mistakes you guys are making my bill isn't right the angry customer is unhappy about a problem if your job includes handling problem calls bring along a shield to protect yourself remember you're... See more →

Key quotes:

• "Here are some examples of how retail staff training can improve overall business performance."
• "To get the most bang for your buck (and time) consider the following best practices and retail staff training ideas: As mentioned above, not every employee learns in the same way or at the same speed."
• "That’s why it’s important to assess your employees’ learning styles before designing or outsourcing your retail staff training program."
• "This type of staff training is best used for helping employees get rid of bad habits or for disciplinary actions."
• "To make sure that all of your employees live up to their potential, it’s important to spend time identifying individuals who are struggling in certain areas and formulating a training regimen to help them excel."
• "SEE ALSO: 4 Ways POS Software Employee Reporting Helps Your Business How to Get the Best Out of Your Staff Getting the most from your staff is a matter of letting them know what you expect from them, giving them the tools with which to excel, and helping them to be comfortable with both your products and your customers."

Key quotes:

• "Providing opportunities for employees to develop their technical and soft skills is one of the most important things an employer can do to build a better, more satisfied workforce."
• "Technical skills development programs should provide employees with demonstrations of new technology in action and give them the opportunity to put what they learn into practice."
• "Brown Bag Lunch Training — Holding periodic sessions over the lunch hour allows companies to gather groups of employees together at a convenient time so they can gain new knowledge from internal subject matter experts, product reps, or external consultants on specific subjects."
• "One major benefit of providing online training is that it allows employees to access training materials from any location, at any time."
• "One way to ensure that these needs are met is to add training materials, including video recordings of in-house training sessions, to a knowledge sharing platform."
• "Training materials can take any format in knowledge sharing platforms, including video series, blog posts, handbooks, quizzes, presentations, games, and more."