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03:36The computer says it was laid out. I'm sorry, that's the policy.
04:01Next.
04:08Hello?
04:31Hey, gonna rent Arlington Road, I see?
04:34Great story, but bummer, Indy.
04:37I wouldn't know. I haven't seen it.
04:59But, I don't think so, it's better than my mind.
05:00When you focus on the customer, you tell them with your words and actions that they are your top priority,
05:06above all other tasks and assignments.
05:08Focusing on the customer benefits both you and customers.
05:12When you focus on customers, you develop trust, send a clear message that you want to help make customers feel
05:19that they've been treated like individuals,
05:21and prevent or relieve stressful situations.
05:25Service principle number one includes three skills called guideposts.
05:30Guidepost number one is listen effectively.
05:33Guidepost number two is act promptly.
05:35Guidepost number three is ask for feedback.
05:39The first guidepost, listen effectively.
05:43Listening effectively lets customers know that you've understood, really understood what they've said.
05:48As a result of listening effectively, customers feel good about you in the store,
05:53stressful situations can become less difficult, and positive interactions can be made even better.
06:00You will now watch two video examples of CSRs as they listen effectively to customers.
06:06Each video example has two parts.
06:09In video example 1A, the customer makes a comment or expresses a concern, but the CSR misses the opportunity to
06:16listen effectively.
06:18Stop the tape after video example 1A and answer the questions in your workbook before going on to video example
06:241B.
06:31I've heard this is a great workout video, but I haven't actually seen it.
06:34I don't know if it's the right one for me.
06:36I mean, I don't want to be stuck buying it and then watch it once or twice and then file
06:40it away forever.
06:41Don't worry about that happening with this one.
06:44It's very popular.
06:45It's very popular.
06:57In video example 1B, the customer again makes a comment or expresses a concern, but this time the CSR does
07:05listen effectively.
07:07After watching video example 1B, stop the tape and jot down your answers to the questions in the workbook before
07:14going on to video example 2.
07:21I've heard this was a great workout video, but I haven't actually seen it.
07:25I don't know if it's the right one for me.
07:26I mean, I don't want to be stuck buying it and then watch it once or twice and then file
07:30it away forever.
07:32You want to be sure that this tape is the right one for you before purchasing it.
07:36Exactly.
07:50My boyfriend's birthday is coming up and he loves movies.
07:53Problem is, he's so particular.
07:55He'll never tell me if I've got the wrong one.
07:57I mean, if I get him a movie, he'll tell me it's perfect even if he hates it.
08:02You know what I mean?
08:02How about getting him a video game instead?
08:04The Emerson 750
08:05edits
08:19My boyfriend's birthday is coming up and he loves movies.
08:22The problem is, he is so particular, he will never tell me if I've got the wrong one.
08:26I mean, if I get him a movie, he'll tell me that he thinks it's perfect, even if he hates
08:31it.
08:31You know what I mean?
08:32You want to get him something he'll really enjoy, right?
08:34Something he might even get for himself.
08:36Right.
08:51You know what I mean?
09:06You'll now have a chance to watch two video examples of CSRs as they act promptly with customers.
09:12Each video example has two parts.
09:14In video example 1A, the CSR misses the opportunity to act promptly.
09:20Stop the tape after video example 1A and answer the workbook questions before going on to video example 1B.
10:01In video example 1B, the CSR does act promptly.
10:05After watching video example 1B, stop the tape and jot down your answers to the workbook questions before going on
10:13to video example 2.
10:14Again, stop the tape after the first example and answer the workbook questions before going on to the next.
10:28Both of those are great movies.
10:30Well, I know.
10:31I've been wanting to see both of them, but I only have time to watch one over the weekend.
10:35You know, one of those movies is a five-day rental.
10:37You can watch one movie over the weekend and watch the other one later in the week.
10:40Great. Thanks.
11:20How are you today?
11:22Late for dinner.
11:23Thought I'd pick up a video on the way home, but it looks like everyone else had the same idea.
11:27Did you have a specific video in mind?
11:29Uh, yeah.
11:30Pulp Fiction.
11:31Tarantino rules.
11:32You got that right.
11:33I just saw it on the shelf a few minutes ago.
11:35You're in a hurry.
11:36I'll tell you what.
11:37Just get online.
11:38I'll go grab the video and bring it over to you.
11:40That'll buy you a few extra minutes.
11:41How does that sound?
11:42Sounds great.
11:42Okay.
11:57To exceed expectations, it's important not only to listen, but also to ask customers
12:03how Blockbuster can improve or keep doing the right thing.
12:07Asking for feedback makes customers feel that their opinions and ideas are valued.
12:12Here are two video examples of CSRs asking customers for feedback.
12:17Each video example has two parts.
12:20In video example 1A, the CSR misses the opportunity to ask for feedback.
12:30I'm returning this video.
12:32Thanks very much.
12:53I'm returning this video.
12:55Great.
12:55How'd you like it?
12:56Oh, it was great.
12:57De Niro is such a good actor.
12:59Did you see him in Ronin?
13:01No.
13:02Excellent action.
13:03And De Niro's awesome.
13:04I just saw it on the shelf.
13:05Would you like to check it out?
13:07Yes, but I don't have much time.
13:08Where is it?
13:09It's over in action.
13:10Let me get someone to help you.
13:11Oh, thanks.
13:27Hello.
13:28Hello.
13:28Oh, my goodness.
13:31What a very long...
13:35It looks like a mobile.
13:37It's perfect.
13:39Just like you.
13:58How's it going, Mr. Lopez?
14:00Been enjoying your free rentals?
14:02Yes, I have.
14:03It's a great program.
14:04What program is that?
14:05How do you get free rentals?
14:07That's the Blockbuster Rewards program.
14:09Let me finish up with Mr. Lopez here, and I'll tell you all about it.
14:12Okay.
14:13Sounds good.
14:32Being a customer service champion means taking personal responsibility for ensuring that
14:37the customer receives the best possible service from Blockbuster.
14:41This may mean going to the extra mile for a customer.
14:45Here are two video examples of CSRs demonstrating ways to be a customer service champion.
14:50Each video example has two parts.
14:53In video example 1A, the CSR misses an opportunity to be a customer service champion.
15:05Hi, I'm looking for a film called Last Holiday with Alec Guinness.
15:15Sorry, we don't carry that one.
15:17Oh, okay.
15:19Thanks for checking.
15:20No problem.
15:20There has never been a chance to be a customer service champion.
15:29In video example 1B, the CSR is a customer service champion.
15:40Hi, I'm looking for a film called Last Holiday with Alec Guinness.
15:50Hmm, we don't stock that one here, but we do have some other great Alec Guinness movies.
15:56Have you ever seen the Lavender Hill mob?
15:58Yeah, actually that's one of my favorites, but I really had my heart set on Last Holiday.
16:03You know, maybe we can find a copy from one of the other stores.
16:07Do you want me to go ahead and call them for you?
16:08Yeah, that would be great.
16:10My pleasure.
16:11Let me get some information from you so I can let you know where to find it,
16:14or do you want to wait for me to check for you?
16:16Fine, I'll wait.
16:36Hi, I'm Jeff.
16:37You look like you could use some help.
16:38Yeah, hi.
16:39A wife sent me in for a movie, and I can't remember the name.
16:42Yeah, that's tough.
16:44Good luck.
16:46Thanks.
17:06A wife sent me in for a movie, and I can't remember the name.
17:14Okay, what kind of movie is it?
17:16Action, romance, comedy?
17:18It's a comedy.
17:19Do you know who's in it?
17:22I'm drawing a blank.
17:23I can't remember her name.
17:25Okay, have you seen her in any other films?
17:27Yeah, we saw her in that movie.
17:28It's about email.
17:30Oh, you mean You've Got Mail?
17:32Yeah, that's it.
17:33That'd be Meg Ryan.
17:34Yeah, that's her name.
17:36Okay, she's been in lots of good comedies,
17:39like Sleepless in Seattle with Tom Hanks.
17:42Could that be it?
17:43Sleepless in Seattle.
17:45No, I don't think that's it.
17:47Let's see.
17:49She's also been in French.
17:51French Kiss.
17:51That's it.
17:52That's the one.
17:53Oh, great.
17:54Let's go find her.
17:55Thanks.
17:56Thanks.
17:57Thanks.
17:58Thanks.
17:59Thanks.
18:00Thanks.
18:01Thanks.
18:02Thanks.
18:14you had a chance to learn and practice the three service principles focus on the customer take
18:21personal responsibility and use good judgment using these service principles when everything
18:28is going right is important in building customer loyalty what will often keep customers loyal is
18:34using the principles when things aren't going so well since this requires special skill and some
18:40adaptation of the principles the next three modules focus on three challenging service scenarios
18:46recovering from customer dissatisfaction providing great service in busy or stressful times and
18:53providing great service in slower times this module explores ways to recover from customer
18:58dissatisfaction let's face it no one enjoys it when things go wrong and a customer becomes
19:04dissatisfied and yet CSR say that when they can quickly resolve the problem the dissatisfied
19:10customer often becomes the stores number one fan it makes good business sense to settle problems and
19:16concerns when you work hard to make things right it's called recovery successful recovery can turn
19:23disappointment to delight and have an extraordinary impact on customer loyalty CSR's often follow these
19:30steps when recovering from customer dissatisfaction listen and demonstrate that you want to be of help repeat or paraphrase your
19:39understanding of the complaint or problem apologize for the customer's disappointment or inconvenience
19:45if it's a problem explain what steps can be taken to correct the situation and keep it from happening again
19:52then ask for feedback if it's a complaint suggest ideas to help the customer cope with the situation then ask
20:00for feedback take the appropriate action and follow up here are two video examples of CSR's trying to recover from
20:09customer dissatisfaction
20:10each video has two parts each video example deals with a problem rather than a complaint in video example 1a
20:18the customer expresses dissatisfaction but the CSR misses the opportunity to recover from it in video example 1b the customer
20:27again expresses dissatisfaction but this time the CSR recovers from it effectively
20:33as you watch these two examples keep in mind that these are situations where you do have personal authority to
20:40resolve the problem some situations however are beyond your control or authority to resolve examples include but are not limited
20:48to those involving the media legal issues or allegations such as racial or ethnic insensitivity these situations should be immediately
20:57turned over to your manager on duty don't try to resolve these yourself
21:02your M.O.D. will know where to turn for appropriate resolution
21:10you know I really didn't like that video I'm sorry to hear that maybe the next one will be better
21:16yeah right
21:38well to be perfectly honest with you it was the language the bad language was a little too much for
21:43my taste so you'd like to avoid movies with strong language exactly I'm sorry it wasn't what you were looking
21:51for tell me more about what movies you've liked and I'll try to make some recommendations thank you that's very
21:56nice of you my pleasure
22:11hi did you find everything you were looking for yeah I guess so great
22:17Ms. Johnson were you worried that your account shows three dollars and fifty cents in extended viewing fees
22:22no I wasn't aware of that and besides that's impossible I return everything on time
22:29well that's not what it says here I'm looking at two films that were due back on the 13th and
22:33return on the 14th played in American Pie
22:36you know something I don't care what you're looking at I return those movies and every other movie that I've
22:41ever rented from you guys on time
22:43now I know you think you did but maybe you dropped them off after 12 noon that's a really common
22:48mistake not to customer
22:50why do I feel like I'm being accused of something are you the video police do I have the right
22:54to remain silent should I call a lawyer
22:57look I'm not sure what you're getting so upset about I'm just doing my job we're only talking about three
23:02dollars and fifty cents
23:04some people owe a lot more than that you don't get it do you I don't believe this place
23:27hi did you find everything you were looking for yeah I guess so great
23:35Ms. Johnson were you aware that your account shows three dollars and fifty cents in extended viewing fees
23:39no I wasn't aware of that and besides that's impossible I return everything on time
23:46gee I'm sorry the computer is showing two films that were due back on the 13th and return on the
23:5114th
23:52blade and American Pie
23:55I haven't the faintest idea why the computer is showing those films is overdue I can tell you that I
24:00returned
24:00those two films and every other film that I've ever rented from you guys on time
24:04so you're saying those films were returned by 12 noon on the 13th
24:09I don't remember the date but I know they were on time
24:13okay let me credit your account for the additional rental fees I'll do that immediately if it's okay
24:18yes please take care of that
24:24okay that's taken care of would this be all yeah that's it
24:29okay Ms. Johnson this is both due back in five days by 12 noon on the 28th
24:34enjoy your movies and again let me apologize for the mix-up
24:37thank you
24:38what did you do that for?
24:58all of us have stress hot buttons that can cause us to behave in ways that have a negative impact
25:03on the quality of the service we provide
25:06the challenge is to adapt your use of the service principles when you're busy or under pressure
25:11here are two examples of CSRs trying to provide great service in busy times
25:16each example has two parts
25:19in example 1a the CSR misses an opportunity to provide great service during a busy and stressful time
25:25in example 1b the CSR does manage to provide great service
25:37hello find everything you were looking for?
25:39yes I did thank you
25:40I'm finally going to see the new Tom Cruise movie
25:41well I hope you enjoy it are you a big Tom Cruise fan?
25:45I think he's taken on some more interesting roles lately
25:48I like some of his earlier stuff too
25:50a couple of weeks ago I watched Top Gun on DVD and Surround Sound TV
25:53those dogfight scenes were spectacular and the soundtrack on DVD was awesome
26:00I'm sorry what did you say?
26:15hello find everything you were looking for?
26:17yes I did thank you
26:19I'm finally going to see the new Tom Cruise movie
26:20well I hope you enjoy it
26:22excuse me just a second
26:24look Buster this is CSR speaking how can I help you?
26:28great thank you for calling hope to see you soon
26:31thank you for waiting sir
26:32now back to Tom Cruise you're a big fan?
26:34I think he's taken on some interesting roles lately
26:55hi how's it going today?
26:57you started out okay
26:58well when you got a good video it's bound to get better
27:01take care
27:03my day will get better when this line starts moving
27:05join Tom Cruise on a thrilling action-packed adventure
27:24hi how's it going today?
27:26started out fine
27:28how can I help you?
27:30you can make this line move faster
27:32oh I'm sorry
27:33let me open another register
27:34I can take the next person
27:36now on PlayStation
27:39WWF
27:52why is it that when customer traffic slows down so do we?
27:57sometimes it's tempting to view such times as downtime
28:00a break in the action
28:01we seem to shift from attention to at ease
28:05but slower times let us get creative in our approaches to customer service
28:09we get a chance to try new things and interact on a different level with customers both in the store
28:15and on the phone
28:16slower times present us with unique opportunities to build customer loyalty
28:21unlike the other video modules these examples are not two part ineffective effective segments
28:27instead they focus on effective ways to give great service during slower times
28:38hello may I speak to Mr. Simmons?
28:40this is Perry from Blockbuster Video
28:43this is Mr. Simmons
28:44I'm calling to let you know that the tape you returned this morning was missing the video inside
28:48I wasn't aware of that are you sure?
28:51yes sir it may still be in your VCR
28:53you may be right let me check
28:55if I find it I'll bring it back today if not I'll give you a call
28:58thank you Mr. Simmons
29:14hi there good to see you again I see you're back picking up DVDs
29:18yeah love the format
29:19you know I hear that from more and more customers how can I help you today?
29:23I'm doing okay thanks
29:24great you know we recently changed the appearance of the DVD section and adding new titles
29:29have you noticed the change?
29:30you know now that you mention it I did notice there was something different
29:33what do you think of the change?
29:35well you know I am finding it easier to find selections that's why I didn't ask for your help
29:39and I'm glad you've added more titles
29:42that's great I appreciate the feedback if you do need help I'll be right over there
29:46thanks
29:57by using the principles you've just learned you can help ensure the continued success of Blockbuster
30:02one customer at a time
30:04in other words you can help Blockbuster not just survive but thrive by exceeding your customers expectations
30:10I'm Brandi Little
30:37I'm Brandi Little
30:40thanks for watching
30:40pal baby pal
30:48because we all know that no no do do do do do do do do do do do do
30:52think about the different customers that help you each day is what I was going to say
30:59I mean isn't that what the videos are supposed to say?
31:02listen to the people do what you're supposed to do you know what's going on
31:05get it right or we'll come and we'll mess you up
31:08no I did it earlier
31:13after watching the first one decide which questions you might ask to tell the customer off
31:21that's a good training video right?
31:23it's just there's there's the one thing you know
31:29okay
31:30what are you talking about?
31:32you know if I was truly being brazen I'd be just like I was when I was a kid walking
31:36around
31:38alright make the sale at whatever cost make the sale
31:43have I been clear?
31:52yeah
31:53hey
31:53yeah
31:54yeah
31:58yeah
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