Devisuals Customer Service Videos DVDs CDs

It’s hard to keep your cool when dealing with difficult customers. After all, it’s only human to get defensive and fight back or cave in and give them whatever they demand. However, once you bring them around, they’re more likely to work with you to find a resolution that solves their complaint yet is fair to your organization. Your employees will learn to stay professional and not take it personally when they have to deal with difficult customers. They’ll learn that their basic customer service skills are a first line of defense – it’s hard for customers to be mean to someone who’s being nice to them. 2009 ed. 21 min.

Your customers! Some are elderly. Some have different ethnic backgrounds. Some are foreigners. All deserve the same level of service and respect. Yet, as well-publicized denial-of-service legal settlements have shown, sometimes customers do not receive equal treatment. This program helps you create a culture of inclusiveness by all employees. It makes the point that every customer deserves excellent customer service regardless of age, ethnicity or national origin. 2008 ed.11 min.

Excellence in customer service boils down to three basic ideas: Give customers the attention they want, the respect they deserve, the time to answer their questions, and then solve their service issues. Uses humorous scenes mixed in with first-person responses to tell viewers what customers really want: Attention, respect, and time. It seems so simple, yet today’s customers often feel that service has gotten worse. Brings the message home to your employees: Customer service really is an ART! 2008 ed. 10 min. DVD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$180

The work environment is full of distractions so that we often don’t truly listen to what our customers say. In three entertaining & informative scenarios, viewers see both the right and wrong way to handle customer service challenges. Students will learn specific listening skills to soothe irate customers, obtain specifics of the complaint, and quickly solve the customer’s problem. Focuses on three listening skills of being “attentive”—the customer is priority #1; “active”—ask questions about the complaint; and “objective”—keep an open mind about the situation. 2007ed. 14 min.

BMW is known for superior customer service. Goes behind the scenes to see how one of BMW’s newest dealerships prepares its staff to be the best.

Some comments may seem perfectly innocent on the surface, but more often than not, using them only makes matters worse. Learn to avoid these service killers and naturally provide customers with the professional service they deserve that will enhance customer loyalty. 2005 ed. 20 min.

On a first job, students suddenly find themselves “on the other side of the counter” dealing with customers who range from polite to puzzled, from indecisive to just plain ornery. Viewers learn how to diffuse an angry customer, the importance of attitude and appearance, and how to deal with customers on the telephone. 2005 ed. 20 min.

Discover techniques for dealing with five of the most difficult types of customer situations. You’ll go beyond “service with a smile” when you know how to: Serenely ignore personal insults from angry customers, calm upset customers by showing them you’re their internal champion, and smoothly steer conversations back on track with the “Great-Now” technique.

Introduces students to customer service, how to handle complaints, good customer service techniques, and the business advantages of good customer service. 2009 ed.

Loyal customers influence a company’s merchandising and buying decisions, ultimately allowing for the success or failure of a business. Identifies the different kinds of buyers and specifically analyzes loyal customers. Ways to attract and maintain these customers are discussed, along with the business characteristics needed to retain customers. 2009 ed. 36 SLIDES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$75

A web site is a good way to contact, inform, and market to consumers. Unfortunately, even professionally-designed web sites can be difficult to navigate. To be effective, a site needs to be customer oriented and easy to use. Manifest Digital is a marketing and design firm whose philosophy is based on user-centered principles. When creating a site, their design decisions are based on customer needs and convenience. 2007 ed. 8 min

Focuses on processes and challenges associated with adding a web component to an existing business or starting an Internet business. Explains basic activities and the need to make adjustments in their emphases, the challenges involved, and the keys to success. Also addresses the inherent dangers of an e-business: Privacy, data use, data security, virus protection, and copyright protection. 2004 ed. 30 min.

This program travels the Web to explore Internet careers in three main areas: The front end, back end, and everywhere in between. A viewable/printable instructor’s guide is available online. 2008 ed. 24 min.

Most people learn traditional standards of behavior and respect for others by the time they are teenagers- but many don’t realize that those rules are just as valid in cyberspace. Helps students take the high road on the information superhighway pointing the way toward an ethically sound Internet presence and lifestyle. Features guidelines for the use of intellectual property and the consequences of illegal downloading, copyright infringement, and plagiarism. Pornography, gaming sites, chat rooms, and online social networks are also discussed, helping viewers steer clear of antisocial and abusive activities, especially cyberbullying. 2008 ed. 14 min.

The Zappos slogan is “Powered by Service.” Selling shoes online has expanded into handbags, apparel, and accessories. Their goal is to be the company that provides the absolute best service online. Zappos believes that when it comes to online purchases, immediate gratification is a critical issue. The speed and ease at which a customer receives a purchase plays a critical role in whether or not that customer will shop with you again. 2007 ed. 14 min.

In a Web 2.0 world, anyone can broadcast & publish online. An easy to follow, step-by-step program that shows the inexperienced how to create podcasts and bloggs and then upload them to the Internet. Excellent for non-techies who want to get their message out there. Includes interviews with professionals who show how they produce podcasts & bloggs.

BuyCostumes.com – MCL 1266 BuyCostumes.com has become the largest Internet costume retailer in the world serving more than 50 countries and attracting 2 million web visitors per month. They ship more than one million costumes and masks in the Halloween season alone. Inc. Magazine has listed BuyCostumes.com as one of the fastest growing companies in the U.S. For an innovative business leader like Jalem Getz, the Internet provides an ideal marriage of business and fun. 2007 ed. 8 min.

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Orders will be serviced by DEV in U.S.A.  Enquiries to Steve Say -  filmo@filmo.com