Service First Video Library

A Facilitator Manual

A comprehensive customer service resource filled with instruction guides, exercises, insights, and expertise that guarantees success beyond expectation.

Power Point Sessions

An easy-to-follow presentation for added visual impact and to enhance learning.

Discussion Guides

2 pages per video to help promote group participation through active involvement and guided discussion.

Certificate of Accomplishment

Printable for each participant upon completion of program.

Each session can be facilitated in 1 hour or less and contains the following:

• 12 Different Video Learning Sessions
• 1 Facilitator Manual
• 12 PowerPoint Session Slides
• Discussion Guide to accompany each video
• Answer Keys
• Certificates of Accomplishment

Benefits of The Service First Video Library Include:

• Train any number of employees with immediate results
• Pay NO additional cost for future staff – cost is not based on number of users
• It’s so user friendly you don’t have to invest in experienced facilitators
• Fresh and relevant video examples
• A solid foundation for future customer service training

The 12 Secrets of Exceptional Service

Video 1: Your Key to Customer Satisfaction The foundations of exceptional
service. The 5 principles of Service First.

Video 2: Teamwork  Development Skills for customer-focused teamwork. How to join forces with co-workers to deliver better solutions and a better experience
to customers

Video 3: Handling Complaints and the Irate Customer Skills to solve problems, handling
complaints and deal with irate, even furious customers. How to immediately solve simple
complaints or handle complex problems.

 Video 4: 1he Language of Positive Communication. Methods to create positive
interactions with customers and co-workers. ldeas to energize
work environment and improve morale.

Video 5: Effective Questioning and Listening How to precisely detect
customer's needs, desires and expectations. Skills to ask questions, active listening and
confirm understanding. 

Video 6; Exceeding Customers Expectations How to make an extra effort to
achieve market differentiation. Doing more than people expect to
make your service not good, but impressive and memorable. Going" the extra mile in serving

Video 7: Value-Added Service. Keys to add value to your service: how to go beyond the
rules to deliver the unexpected How to use a positive surprise  element to gain customers into friends.

Video 8: Effective Telephone  Skills for customer-focused
teamwork. How to join forces with co-workers to deliver better solutions and a better experience to customers.

Video 9: The Art of Satisfying Customers Strategies to keep customers and have them come back over and over again. Ideas on how to get free word-of-mouth advertising
through satisfied customers.

Video 10: Service Recovery How to turn service problems and difficult situations into positive experiences that ensure the customer comes back. Techniques to save the relationship with a customer after poor service or a mistake occurs

Video 11: Empowerment How to successfully apply empowerment skills to put customer's needs in the first place, before internal rules and procedures. Guidelines to take responsibility and assume ownership of problems to solve them immediately by using common sense.

Video 12; Total Quality Service Zero-defects service. A review of
the fundamental ideas introduced in the previous 11 videos. Techniques to make things right since the first time and tools to internally manage the process of
Improving customer service.