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Blended Training

(MAP) Managerial
Assessment of Proficiency

Managing to Excel:
competency-based
management training

Customer Service (CSR):
service excellence development and training for managers and staff

Healthcare Edition

Sales and Sales
Management Training

Service First Video Library

Additional Information about the Service First Video Series
Service First Video Series (PDF)
Service First Video Series for Healthcare (PDF)
Order the Video Series click here
Back to Customer Service Excellence

This series of 12 DVDs is ideal for training new employees and excellent for self-study. Each monthly DVD is designed so you can tailor training sessions to meet your needs. Sessions can be 15 minutes in length or expanded up to an hour using experiential exercises and group discussion and participation.

A discussion guide and answer sheet, which can be copied, accompanies each video. Also available in Spanish, Hebrew and Indonesian.

DVD Program Descriptions:

1. Your Key To Customer Satisfaction. The foundation for exceptional service, "The Five Principles of Service First," is described and defined.
2. Teamwork Development. Demonstrates how cooperation between employees impacts the customer service level. Defines teamwork, identifies skills for teamwork development, and gives guidelines for a teamwork plan.
3. Handling Complaints And The Irate Customer. Complaints are an opportunity to improve existing service and begin delivering quality service. Identifies basic problem solving skills, complex problem and irate customer handling skills. Introduces the concepts of self-talk and CLASSACT.
4. The Language Of Positive Communication. Create positive customer interactions and eliminate negative communication habits. Provides an understanding of first impressions, developing a positive attitude and defines communication in its different forms.
5. Effective Questioning and Listening. Questioning and listening skills can define a customer's needs so the employee can meet the customer's expectations. Identifies the skills for asking questions, active listening and the confirmation of understanding.
6. Exceeding Customer Expectations. Identifies the need for employees to EXCEED customer expectations to elevate their level of customer service above the competition. Teaches how to apply the "Golden Rule" to customer interaction, how to put forth extra effort, and how to treat co-workers as internal customers.
7. Value-Added Service. Identifies ways to add customer value to your existing service level. Demonstrates that once the customer's expectations are fulfilled, you must look for additional ways to go beyond the normal "job requirements" to provide the unexpected.
8. Effective Telephone Techniques. Describes techniques to transfer the skills in the previous seven sessions to the use of telephone, fax and electronic mail. Covers all phases of communication from facial expression, pacing, and tone to which party disconnects first.
9. The Art of Satisfying Customers. Concentrates on proper care of the customer, building on repeat business and feeling good about the job.
10. Service Recovery. Takes a situation where the customer is unhappy and turns it into a positive, loyalty extablishing experience. Encompasses problem solving skills, acknowledgement of fault, and the action necessary to redeem the customer's satisfaction.
11. Empowerment. Focuses on the employee being empowered to rectify a negative customer service experience by making the needs of the customer their primary concern. Clarifies responding to customer needs for customer satisfaction, acting within the boundaries of authority, and bending or breaking the rules, when necessary.
12. Total Quality Service. Prescribes the techniques for internally managing the process of exceptional customer service and controlling customer outcomes. Provides motivation for the employee to continually improve their service skills.