What do customers value most in customer service? Solving their problems.

Research shows that handling customer service problems quickly and correctly will both retain and build customer loyalty. But customers whose issues are left unresolved leave and don't return.

This program illustrates realistic customer service problems that frustrate customers and employees alike. Unlike other programs, this video provides solutions that satisfy everyone, organizations included. These solutions include:

Working within policy to solve problems Helping customers outside your department Actively listening Treating every customer as your own, and Defining customer needs.

Viewers will see how to give the kind of service that turns dissatisfied people into devoted clients. As one customer service provider in the video says, "at the end of the day it makes me feel like I'm doing something useful. Instead of adding to people's frustrations, I'm actually helping them out."

Lessons include how to help your customers by: