Helping people via the Internet might sound easy, but in fact, many customers expect more from a digital interface than they do from in-person or telephone venues. And because folks can take their business elsewhere with one swift click or keystroke, competition for online customers is fierce; anyone tasked with keeping them happy is on the front line of a company’s battle to succeed. Using eye-catching animation, down-to-earth explanations, and illustrative chat excerpts, this video presents the best ways to assist customers who sign in rather than stroll in. (20:53)
One shopper wants a price quote, another needs something that’s shelved too high. Two more customers are waiting for items from storage, and there’s a huge line forming at the front counter. It’s another crazy day in customer service—a department that can make or break a brick-and-mortar business. Whether you’re working the sales floor, waiting tables, or running a cash register, you’ve got to emphasize the “service” in customer service, thereby ensuring a loyal and ever-expanding base of patrons. (20:49)
We’ve all experienced it—the frustration of dealing with a company or organization over the telephone. Being put on hold or transferred again and again, often without finding an answer or solution, is enough to drive anyone crazy. Now, switch places—imagine you’re being paid to help customers by phone. What can you do to ease their aggravation, address their queries, and solve their problems? If a conflict emerges, how will you untangle it without the benefit of face-to-face interaction? (18:26)
