Most of us would love to invest a fortune in higher education to further our careers. However, going back to school or taking courses can require a lot of time and money.

输入培训视频。

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他们是预算意识的。它们可以在空闲时间轻松完成,并在必要时停下来。他们不需要您上下班到随机位置。而且,最重要的是,它们使您仍然可以接受所需的培训,同时将时间花在当前的职业上。

Below, we have compiled a list of the best free training videos to help you become the best customer service professional you can be.

20 Free Customer Service Training Videos

1. The 7 Essentials To Excellent Customer Service

大卫·布朗利(David Brownlee)在12分钟的时间内突出了他生产出色客户服务的七个秘密技巧。

他举例说明了潜在的销售和客户服务问题,并向您展示了如何解决每个问题。他的目标是让客户服务代理商始终试图超越客户期望。

2.我被卓越的客户服务所吸引

This TEDx talk features John Boccuzzi who believes customer service is the greatest marketing tool a brand can nurture.

He believes in giving customers what they need, not what they think they want, which can often solve problems they didn't even know they had. In his opinion, great customer service is the secret to long-lasting customer loyalty.

3.成功的技术支持会议的六个步骤

这是专门用于技术支持代表的绝佳工具,但它可以使任何行业中的服务或支持代表受益。

Don Crawley goes over key points to handling a support session, such as authenticity, professionalism, avoiding silence, and getting a callback number. He even gives an example of a practice call that you might experience, and how you would respond to it using his six steps.

4. Customer Service vs. Customer Experience

这个独特的培训视频邀请您参加大开眼界的练习。该视频让您列出了您忠诚的五个品牌或企业,请注意您去那里的频率,并写下为什么您继续回去。

From this exercise, you can identify the six main reasons consumers return to companies. Seeing these reasons from the point-of-view of a customer is a useful trick for customer service professionals.

5.进行更好对话的10种方法

Celeste Headlee uses her experience working as a radio show host to describe the ingredients to a better conversation.

Some of her rules include asking open-ended questions, admitting to not knowing something, and listening without distraction. She captures attention with her easy-to-remember, actionable rules that can highly improve conversations you have with your customers.

6. 7 Essential Customer Support Skills Every Rep Needs

HubSpot Academy的这段视频简要概述了成为出色客户支持专业人士的关键技能。该培训视频可能有助于入职新团队成员或帮助新经理培养出色的员工。

7. Five Critical Customer Service Mistakes

Don Crawley lays out the five common mistakes that customer service reps make when conversing with customers. Some of the mistakes include seeming uninterested, not listening, and focusing on ourselves rather than seeing the customer's perspective.

Crawley doesn't just recognize these mistakes. He also shows you ways to avoid these situations and improve conversations with customers.

8.敌对技巧:使人们感到欢迎的艺术

In this TEDx talk, Jan Gunnarsson relays his perspective on customer service and leadership, based on his years of experience in the hospitality industry.

He brings in an interesting point that customer service is not about marketing strategies, but about the attitude customer service reps bring to the table.

在他看来,客户服务是一个知识,然后您与客户分享。这可能是一个非常热情的关系,因为他们选择向您学习,然后您承担改善生活的任务。

9. How to Create Brand Advocates and Fans

在此HubSpot Academy视频中,Amanda Slavin分享了她的技巧,这些技巧适用于营销人员和客户服务专业人士,都可以在客户中培养品牌忠诚度和亲和力。这些高级见解将有助于任何专业人员改善其品牌和客户的看法。

10. Customer Service Training: Engage, Guide, and Grow Your Customers

Watch this training from Michael Redbord, the GM of HubSpot Service Hub, to learn how customer support, service, and success teams can work with their customers to solve their problems, proactively advise them, and help them achieve results that will pay off for your business, too.

11. Dealing With the Irate Customer

I really like this video because it gives you a genuine view of three upset customers as well as the steps your team can take to appease them. The situations visualized in this video are common and likely to occur at any business regardless of its industry. Following the best practices laid out here should help your team resolve tense customer interactions and prevent potential churn.

12. Brene Brown on Empathy

This video dissects the difference between sympathy and empathy, which is an important distinction to make in the customer service realm. Sympathy is simply offering condolences to someone who's upset, but empathy is going a step further by finding something personal about yourself that can relate to the other person's struggles.

One detail that customer service reps can take away from this video is avoiding "at least" statements. The speaker notes that rarely do empathetic statements begin with the phrase "at least." This phrase devalues the person's problems because we're trying to put a silver lining around their issues. It's more effective to acknowledge the problem and its impact rather than putting a positive spin on it.

Funny Customer Service Training Videos

13.如何提供非凡的客户服务:弗雷德因素

In this video, Mark Sanborn shares the story of getting to know his mailman, and how Fred proceeded to wow him by going above and beyond the call of duty to provide an exceptional customer experience. You'll be inspired and moved by the conversation they shared, which teaches another lesson on the impact of doing as much as you can to help the customers you connect with.

14. Amazing Customer Service Taxi Cab Story

In this video, Mark Sanborn talks about his move to Denver, where he met his new mailman Fred.

弗雷德(Fred)可能看起来像个普通的邮递员,但他超越了马克(Mark)。他甚至走了一步,帮助解决了一家船上没有与他绑架的运输公司犯的错误。bob全站app

Fred made incredible efforts to take his job as an opportunity to truly support his customers. These efforts inspired Sanborn in writing他的书弗雷德因子about how exceptional customer service can often not even cost a cent.

15. Seinfeld Customer Service Example

This classic Seinfeld episode poses an interesting customer service case study. The soup shop has the best product in the city, but the worst customer service. The shop's owner believes his soup and "ordering process" are enough to keep customers happy but finds out that without decent service, his customers will eventually look elsewhere. Or, in this case, exact revenge after being yelled at.

该视频告诉我们,客户服务是一款长期游戏。人们很高兴回到您的公司并一次又一次地在您的业务上购物。bob全站app即使您拥有镇上最好的产品,如果您的顾客没有受到重视,最终您也会发疯。

16. Change Customer Service Like THIS Woman

在此视频中,罗斯·谢弗(Ross Shafer)分享了一个故事,讲述了万豪雇员给他免费可乐的故事,对他作为客户的忠诚和倡导产生了巨大影响。这个故事表明,最小的手势如何对客户产生巨大影响,以及如何在客户服务前线的销售代表中获得额外的速度。

17. Greg Has to Wait - Meet the Parents

This clip fromMeet the Parentshas a hilarious example of whatnotto do in customer service.

这个剪辑中的空姐非常坚决坚持执行程序,以至于她完全不尊重和激怒了客户。

从该视频中学到的教训是,客户服务不必那么脚本和不人道。实际上,客户服务是与客户建立个人关系的机会,然后使他们同时信任您和总体品牌。

18. How to Sound Smart in Your TEDx Talk

This TED talk is about nothing. Seriously, the speaker boasts how his speech literally says nothing for five minutes. But, the irony is, the fewer things he says the more points his speech is actually making.

In this video, Will Stephen shows us the important role that body language and preparation play in communication. If you look and sound smart, people will think you are even if you aren't making any real points. It's the appearance of intelligence that makes the difference.

这是特别重要的客户、档次e reps as they're often faced with situations where they may not have an immediate answer. But, if they remain calm and appear to on top of the situation, customers will be more patient and trust that the rep will solve their issue.

19. Love Actually - The Necklace Scene

Here's a great example of understanding客户的需求。While the store clerk thinks he's providingabove-and-beyond customer service,他做伤害他的客户who needs to make the purchase quickly. In the end, he ends up losing the sale due to his inability to interpret the customer's needs. This highlights how aligning with the customer's short- and long-term needs are more important than company policies or protocol.

20. Jim Dwight Sales Call

Source:Vimeo

If your sales or marketing team ever wonders why customer service is important, show them this video.

在办公室的这个剪辑中,吉姆和德怀特访问了潜在客户进行销售。吉姆(Jim)列出了他们提供的基本利益,但德怀特(Dwight)意外地将客户的电话拨打到一个未公开的电话号码。当电话响起时,最终通过自动信息回答,告诉他们他们与吉姆和德怀特的一位竞争对手一起搁置。为了展示他们的业务是如何不同的,吉姆拨打了公司的客户服务号码,并​​立即由凯利(Kelly)回答,凯利(Kelbob全站apply)似乎对电话感到兴奋。

This humorous scene is an excellent example of how customer service can be leveraged by sales and marketing teams. If a potential client knows that they'll be treated better by your company, they'll prioritize your business over your competitors.

Online training videos are the perfect tool for those of us who don't have the time in our busy schedules to attend in-person courses.

We can learn so much from industry professionals, right from the comfort of our desks or homes. All of these resources are available to you for free, so relish in all the new knowledge you can gain without spending a penny.

阅读有关一些示例的更多信息良好的客户服务

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Customer Support Training Template

最初发布于2019年11月11日上午8:19:18,2021年6月15日更新

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