Humorous

The New Sales Game is a highly interactive, one-day, facilitated program that uses presentations, group discussion, games, and activities to help sales representatives better understand their customers and develop strategies to become more effective solution providers. Participants will evaluate where they are, and where they need to be through a creative Customer Focus Tool and an easy-to-implement Action Plan. The training concludes with an entertaining group game to drive home key points.

Participants will learn how to:

• Focus on the real needs and perceptions of their customers
• Proactively become solution providers
• Determine your company's value-added services

The complete training package includes:
A comprehensive Leader's Guide, one participant booklet, one Customer Focus Tool, sixteen overhead transparency masters, game board and playing materials.

Free Online Preview

Customer service training is obviously not new, but smart companies are always looking for refreshing new approaches that reinforce service techniques and inspire commitment among front-line personnel. In this innovative program, humor, drama and irony all demonstrate how customer service really does make a difference.

Learn the importance of:

• Knowing the product or service you are representing
• Treating customers with tact, honesty and courtesy
• Knowing the right way and the wrong way to deliver customer service
• Understanding the negative effects of poor customer service
• Realizing how your behavior can make or break a customer's impression of your company
• Effectively handling difficult customers
• Motivating yourself to achieve consistently high levels of service excellence

Length: 17 minutes

• Just Incredible! A Customer Service Story 2nd Edition - DVD $695.00 [Add to Cart]
• Just Incredible! A Customer Service Story 2nd Edition - DVD Rental $295.00 [Add to Cart]

Find Out How to Calm – and Not Calm – the Caustic Client! Humorous, broadcast-quality DVD packed with strategies for handling abusive customers.

In Part 1, service representative Carlos violates every rule for dealing with angry customers, from blaming the client to refusing ownership of the issue. The customer, Warren, quickly escalates from annoyance to frustration, from infuriation to hostility. Carlos accuses Warren of being abusive, and ends the call.

In Part 2, Warren calls back and Angela takes over. Calm and professional, Angela knows the four strategies for how to handle irate customers: allow them to vent, empathize, refocus away from emotion and toward the issue, and use closed-ended questions to satisfy. She acknowledges Warren’s frustrations, but skillfully changes the focus to the issue. Angela turns conflict into collaboration, solves the issue, and reduces the cost of unhappy customers

Benefits:

•    Easy-to-use – includes facilitators manual designed by service experts

•    Highly engaging – quick-paced, lifelike scenarios show how to handle angry customer calls

•    Save money – broadcast-quality video while saving 60% off average training video price

•    Save time – quick program for efficient learning and behavioral change

•    Versatile – use for meetings openers, training sessions, and more 

Main Learning Points on how to handle angry customers

•    Allow customers to vent

•    Acknowledge customers’ feelings

•    Take ownership of the issue

•    Avoid blaming the customer

•    Focus away from emotions, toward issues

•    Collaborate with customer to solve problem 

Special Bonus! Facilitator's Guide on CD-ROM types of difficult customers

•    PowerPoint Presentation

•    Interactive Activities

•    Trainee Worksheet

•    Discussion Questions

•    Pre and Post-Training Assessment