Through The Customer's Eyes 6-Disc Set

THROUGH THE CUSTOMER'S EYES 6-DISC SET

Only when we truly understand our customers' experiences with our business can we implement meaningful improvements that enhance overall service quality and strengthen customer relationships. This comprehensive course is designed to equip participants with practical techniques to identify and interpret customer expectations effectively. By mastering these approaches, businesses can learn not only to meet but also to exceed customer expectations, thereby fostering loyalty and encouraging repeat business. The content is particularly valuable for professionals involved in both sales and after-sales service roles, ensuring a seamless customer experience from initial contact through ongoing support.

This 6-DVD set covers the following key modules:

Module 1: Why Customer Service Matters

This module explores the critical importance of excellent customer service in today's competitive marketplace. It delves into how good service directly impacts customer satisfaction, retention, and business reputation.

Topics include:

The link between customer service and business success

Building trust and credibility through positive customer interactions

Understanding the cost of poor customer service

Module 2: What Customers Want

Here, the focus is on uncovering the diverse needs and expectations of customers. The module provides tools to better understand customer motivations and preferences, allowing service personnel to tailor their approaches accordingly.

Key learning points include:

Identifying explicit and implicit customer needs

Recognizing the differences between product quality and service quality expectations

The role of empathy and active listening in understanding customers

Module 3: Essential Customer Service Skills: Part I

This module introduces fundamental skills required to deliver effective customer service. It emphasizes communication techniques, body language, and rapport-building strategies that help establish positive initial contacts.

Areas covered include:

Effective verbal and non-verbal communication

Building trust through transparency and honesty

Techniques for greeting and engaging customers warmly

Module 4: Essential Customer Service Skills: Part II

Building on the first part, this module explores advanced skills that enhance customer interactions. It addresses problem-solving, adaptability, and personalized service to respond to varied customer scenarios.

Core topics include:

Handling difficult questions and objections

Adapting communication styles to customer personality types

Proactively anticipating customer needs

Module 5: Handling Complaints and Dealing with Angry People

Negative experiences are inevitable, but they can be managed effectively to recover customer trust. This crucial module provides strategies for calming upset customers, resolving conflicts, and turning complaints into opportunities.

Specific skills taught include:

Active listening and empathizing with customers' concerns

Techniques for de-escalating anger and frustration

Structured approaches to complaint resolution and follow-up

Module 6: Customer Service as a Strategic Marketing Tool & Customer Service Teams

This final module highlights how exceptional customer service can be leveraged as a powerful marketing differentiator. It covers building cohesive service teams that align with broader business objectives.

Key concepts include:

Using customer service to enhance brand loyalty and word-of-mouth promotion

Integrating service excellence into overall marketing strategy

Best practices for managing and motivating customer service teams

Measuring service performance and continuous improvement tactics

Why Choose This Course?

Understanding and improving customer service is essential for any organization aiming to thrive in highly competitive industries. This DVD set offers a structured, in-depth learning path that equips salespeople, customer service representatives, managers, and business owners with actionable insights and skills. By investing time in this course, participants can expect to:

Develop a customer-centric mindset that drives all business decisions

Enhance communication skills to build stronger customer rapport

Effectively manage and resolve complaints to protect brand reputation

Leverage customer service as a tool to differentiate and grow the business

Create motivated and aligned customer service teams delivering consistent excellence

In summary, the Through The Customer's Eyes 6-DVD Set is an invaluable resource for anyone looking to transform how their organization views and delivers customer service, ensuring long-term success and satisfied customers.

For DVD Player / Windows (North American NTSC)

WHAT YOU GET:

This item is for the original media, and includes only the media (ie. CD, floppy ...) UNLESS specifically stated above and/or in the title. If more than just the media is included, it will state which items are (ie. box, manual, etc ). Items that come in a sleeve refer to a generic CD sleeve (typically white) and will be sent with shipping protection to avoid damage during transit. If available, we will also send the front and/or back CD inserts if in stock. If these are important to you, please message us to verify we have them available to send. Please do not assume items are included other than what's stated. Again, ask questions PRIOR to purchasing if you have any concerns.

IMAGES:

All images/pictures are stock photos and are for reference only, mainly to show the type of game you will be getting. Please read "WHAT YOU GET" for what is included with the media. Screenshots may vary based on your own computer system, video card, monitor, etc.

COMPATIBILITY:

Computers are like people, each one is different. Unlike console games, a computer game may install and work flawlessly on one system but may need adjustments on another. This is due to a variety of factors, mainly the OS platform running, video card you have, drivers, protection software installed, etc. Many times manufacturers release updates to games to fix bugs and add enhancements. We would be happy to help get the game going on your computer, but ultimately compatibility issues are the responsibility of the buyer. We suggest going to Google and searching for the name of the game along with the words "system requirements" to determine if your system is suitable. Ultimately, we are not responsible for software compatibility problems or publisher's errors.

PLATFORM:

Stated within the auction is what platform the game will work on (ie. Windows, Mac, Linux...) This is a generic statement and specific platform versions (ie. XP, Vista...) will have to be researched by the buyer. Games that came out PRIOR to XP or higher will not specifically state they will work on that release, but only because they came out before those versions were made. Many, if not most, will work on XP or higher with a few quick adjustments. We provide instructions with all items purchased on how to do this adjustment using the Program Compatibility Wizard. If we find out that an item will definately not work on a specific version, we will state it. For DOS games, you may need to play it with a free DOSbox program if the Program Compatibility Wizard does not work.

64-Bit Windows OS Systems:
For 64-bit Operating Systems, older games most likely will NOT work due to 64-bit systems not being able to run 16-bit programming code (most games prior to 2000). For DOS games, you may need to play it with a free DOSbox program.

Macintosh Systems:
For Macintosh programs, most older games will need to be run in Classic Environment if you have a MAC OS X 10.0 - 10.4 version. Please research Google on how to do this, or send us a message for information prior to purchasing. If your MAC OS system doesn't support Classic Environment (ie. MAC OS X 10.5 or Higher OR Intel Macs), you will have to try running it using the free program called SheepShaver, but compatibility is not ensured. Please research prior to purchasing or ask questions.

MEDIA FORMAT:

Please verify you have the required hardware in order to use the specified media (ie. CD, DVD, floppy drives, etc.) If the item comes as a floppy disc, make sure you have either the needed 3.5" floppy drive or the bigger and older 5.25" floppy drive.

RECOMMENDATIONS FOR A SMOOTH PURCHASE:

Ask questions PRIOR to purchasing an order to avoid any confusion.

Be patient if there are problems during installation or gameplay. Typically someone else has already ran into that problem and has listed a solution online. Contact us and we will do our best to help.

Be sure to update your video card drivers and search for updates to the game from the manufacturer.

SHIPPING:

We typically ship all items out within 1-2 business days after payment is received. In regards to the stated shipping and handling, remember that these costs include more than just postage.

International buyers please email/chat with us to determine if you are eligible for shipping of a specific product. If you are, then international buyers not shipping to an address within the U.S. can expect their orders to take anywhere from 5 days to 4 weeks to be received, depending on how fast/well USPS is moving. Additionally, international orders typically have to go through governmental customs, which can delay the arrival process. Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying. Customs fees are normally charged by the shipping company or collected when you pick the item up. These fees are not additional shipping charges.