WEBVTT

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Okay, everybody have enough time to list
your top five customer service nightmares?

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Great. Now it's time to watch a video.

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Huh? How come we're doing this now?
I don't know.

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Why did we just list all this stuff if
we're not even going to talk about it?

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I know. It seems like all we do is
jump from one thing to the next.

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How does it all fit together?
I have no idea. I don't know.

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As a facilitator, you have to make sure
you put things in context for people

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and show how ideas are related to each other.

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That's why making smooth transitions is
critical. It's pretty straightforward.

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All you do is summarize the
activity you've just concluded

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and explain how it's connected
to what's coming next.

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Okay, everybody have enough time to list
your top five customer service nightmares?

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Good. So, for the past few minutes,
we've been talking about the importance

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of attracting and retaining loyal customers.

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And we've listed out some of our biggest
challenges when it comes to dealing with them.

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Now, we're going to spend a few minutes
watching a video called "Glad I Could Help!"

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It's going to introduce you to a new model

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for providing outstanding
service to our customers.

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As we watch this, keep in mind the situations
you just identified in our exercise.

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And be thinking about how the
skills demonstrated in the video

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might help you deal more
effectively with customers.