Developing Customer Service Skills For 30+ Years
Some people prefer to get their information via videos, so we’ve created a section of hand picked videos on various aspects of customer service, customer experience, and other related topics.
You can watch the videos onsite, or if you prefer you can watch them on YouTube.
Scott McKain — Customer Service Lessons from “Taxi Terry” Entertaining six minute video taken from a longer public presentation on customer service. Scott McKain uses a taxi driver’s behavior to explain excellent customer service. The original description of the video is below: Business leader and…
Companies Failing At Customer Service and Social Media Video When it comes to the use of social media to serve customers, we’re surrounded by a lot of hype, and claims that are often not supported. The research on how social media IS ACTUALLY used, strongly…
Delivering Superior Customer Service is Everyone’s Responsibility (Free Customer Service Training Video/Webinar) Sixty minute Webinar on customer service, particularly within a social media setting. It’s not so much a video as a very well done slideshow accompanied by excellent narration in a panel type environment….
Shep Hyken – Customer Service Cab Story For some reason there seems to be a tendency for customer service speakers to talk about taxi drivers. Here’s another video, about six minutes long, that relates the experience of Shep Hyke with a rather impressive taxi driver…
Providing Excellent Customer Service Tips For Dealing With Angry Customers This is a surprising good video on the topic of providing good customer service and contains a few hints and tips portrayed in a straight-forward way. In particular pay attention to the section on NOT…
Tom Murrell’s “Secrets of Email Marketing” This is a short (one and a half minutes long) video stressing the importance of customer retention — turning a customer into a client. Some interesting statistics are presented to demonstrate the bottom line advantage to retaining a customer. Almost incidental, considering…
Restaurant Customer Visits Employee At Home and Teaches Him About The Meaning of Customer Service (8.5 minutes) Excellently written and acted 8 minute video on customer service within a restaurant setting. Starting off with a visit by a restaurant customer treated rudely at a restaurant,…
Understanding The Psychology of Customer Anger In this video of about six minutes, the subject of angry customers is approached by 1) helping you understand the psychology of customer anger and 2) providing specific suggestions about what you might do to handle customer anger more…
Instant Repeat Business by Brad Sugars The author ‘ provides a three minute synopsis of his book ‘Instant Repeat Business. This is a book designed to help you grow your bottom line. So, although the title words ‘repeat business’ may seem to represent the quest for keeping customers,…
Drum Beat of Trust This video clip is just under four minutes long and is a quick demonstration about how easy it is to hear a customer’s needs, but how very difficult it is to translate those needs to a third party. For more on difficult customer…
