The Employee's Guide To Superior Customer Service

Using well-edited dramatizations accompanied by voice-over narration, this highly entertaining and informative program packs a lot of information into a brief time span. Over 82% of lost customers are due to improper customer service. Focusing mainly on the thesis that "employees should treat customers as they themselves want to be treated," six topics are covered: first impressions, greetings, knowing the product/service, going the extra mile, telephone and in-store customer etiquette, and handling returns and customer complaints. Dramatizations often show both the proper and improper methods for dealing with situations. In addition, many suggestions are provided to improve customer service skills, ranging from changing the simple question "May I help you?" to a more focused "Was there something in particular you were looking for today?" to using the customer's name in sales conversation and "smiling" over the phone. Video technical qualities are excellent. This program would be helpful to any company wishing to provide some in-house training on customer service to its employees, and would make a strong addition to both public library and school business collections. Highly recommended. (J. Scholtz)