Search Video Library (37 Assets Found)
Correcting mistakes and diffusing a customer's emotions; upholding company policies while meeting a customer's needs at the same time.
How using positive redirection with a coworker improves relationships and performance.
How using positive redirection with a team member improves relationships and productivity.
Dealing with a customer frustrated by an automated phone system.
Dealing with a customer whose expectations for timely delivery have not been met.
Dealing with a customer who is angry because of being transferred too many times.
Introduces the concept that life is a series of presentations.
Review and reinforce the A.C.E. It!™ problem-solving model.
Create a true sense of purpose in leadership,service,learning and growth for those people who serve in the United States public sector.
Glad I Could Help illustrates to employees how to respond positively in difficult customer service situations. Employees will see the most common internal and external customer service situations, both over the phone and face-to-face.
Does your organization recycle the same tired approaches to problems that never seem to go away? Equip your workforce with a proven problem-solving model to tackle poor quality, inefficiency, uneven performance and more. Individuals or teams can solve any problem once and for all when they learn to A.C.E. It!
Acknowledge the variety of tough situations that can arise in the workplace and introduce easy problem solving steps.
Offering internal customers solutions when their needs have not been met.
Handling interruptions effectively; putting your focus on the customer even when you're busy.
How to provide service from the heart
Introduce how a service representative's response is the key factor in creative a positive customer experience.
Summarizing key points of the "Glad I Could Help" approach to meeting customers' needs.