Welcome to Mediamatters

THE CARE PRINCIPLE
關懷備至的顧客服務
The goal of this training program is to promote the C.A.R.E. Principle in a retail environment - that Customers Are Really Everything. Success in a retail store depends on customers' perceptions of how well they are treat by store employees. The C.A.R.E. Principle explores some basic, but important, steps that your employees can take to reassure customers that they are very important people.

The video shows the customer contact, customer courtesy and handling customer compliant skills which underscore one basic idea - that is with competition in retail business as strong as it one distinguishing factor that can make a difference is the service provided to the customers.

Key training points:
- Recognize and communicate with the Waiting Customer
- Dealing with telephone interruptions
- Basic telephone courtesy
- Basic steps in handling customer complaints.

如何提供關懷備至的顧客服務? 本節目介紹一些基本重要的步驟，令你的員工明白顧客服務的重要性。備有粵語及國語配音。

21 mins.
English/Cantonese/Mandarin

EXCEEDING EXPECTATIONS!
喜出望外
Exceeding Expectations! stars Harry Anderson, popular star of TV's Night Court and Dave's World. We join Harry on a shopping trip to buy his wife a birthday present. Harry has come to his favorite gift shop - favorite because he is treated so well by Judy, the salesperson. Harry clearly makes the point that the excellent service is what keeps him coming back.

Key training points:
- Really listen to the customer to find his/her needs
- Respond quickly
- Avoid "I don't know"
- Truly exceed expectations
- Create true customer loyalty.

本節目介紹怎樣以真誠的態度對待顧客做到真正超越他們的期望，與顧客建立良好而恆久關係。備有粵語及國語配音。

14 mins.
English/Cantonese/Mandarin

IN-SERVICE SERIES (Set of 2)
外勤服務員﹝系列﹞
The best advertising for your company is the service you provide - your satisfied customer will refer more business than you could ever believe possible.

This 2-part series is designed for tradesmen and apprentices which offers practical and entertaining approach to service training. Frontline staff managers, businesses who provide their services to their customers home and everyone interested in impressing their customers will all benefit from these training videos.

外勤服務員是代表機構與顧客接觸的最前線。顧客對公司的印象直接由服務員的表現所影響.本系統幫助前線外勤服務員如何有效地工作而同能夠提供最佳的顧客服務。

1. IMPRESSIONS IN SERVICE
卓越服務的開端
Impressions In-Service deals with creating the right impression so that the customers are relaxed and let you get on with the job. It goes through the "first impression" fundamentals - appearance, mannerisms, etc and takes the "job" up to the front door. It introduces the "exceed the expectation" principle and relates this to "impressions."

Key training points:
- Workmanship -v- Service Standards
- Creating Ecstatically Happy Customers
- The Power of the Unhappy Customer
- What is Expectation?
- Exceeding the Expectation
- Body Language
- Power of a Smile
- Building Trust
- First Impressions
- Personal Appearance
- Dress Appearance.

一個愉快的開端有助工作得更暢順。顧客對你的機構的第一個印象是十分重要的。本節目提供基本的要訣協助前線服務員更有效地提供卓越的顧客服務，讓他們留下良好的印象。備有粵語及國語配音。

19 mins.
English/Cantonese/Mandarin

2. PEOPLE IN SERVICE
建立良好的客戶關係
People In-Service starts with the introduction to the customer in a way designed to start building trust, and then continues through different customer types and situations. It goes into what should be said and what should not be said. It covers all the basic "human" skills that should be used whilst in a customer's home.

Key training points:
- Relating to Customers (People Skills)
- Creating Ecstatically Happy Customers
- Obtaining Recommendations and Referrals
- The Key to Introductions
- Use of Words and Mannerisms
- Continuity - a System
- Importance of a Caring and Helpful Attitude
- Handling different Customer Types
- Importance of Paperwork
- Dealing with questions
- Short circuiting problems.

身為前線服務員，個人的外觀、舉止、禮貌和態度都是非常重要的。本節目介紹基本的人際溝通技巧讓您更容易與顧客建立良好的關係，增加他們對您的誠信。備有粵語及國語配音。

20 mins.
English/Cantonese/Mandarin

IT'S PERSONAL
個人的責任：前線服務員的態度
This programme is designed to encourage front-line staff to behave in ways that will help them provide a high level of service to customers. It will encourage them to:

- Put themselves in the customer position
- Look for ways in which they can exceed expectations
- Improve their knowledge of the service they provide and the organisation they represent
- Determine the level of service each individual customer expects
- Make customers feel really welcome
- Listen carefully and ask questions to test their understanding of what customer wants
- Keep customers and colleagues informed
- Take the initiative in meeting customer needs
- Do what they say they will
- Pay attention to detail
- Learn from experience how to do it better.

本節目介紹一些有效的方法有助前線的員工提供更優質的客戶服務。包括：設身處地替顧客著想與尋找超越顧客期望的方法，增加產品及服務的知識和決定不同客戶的服務要求，讓顧客真正感到賓至如歸，小心聆聽及發問以求客戶真正所想，告知顧客與同事進度並主動達至客戶的需要竭盡所能，留意每個細節和要從經驗中不斷改進。英文發音，配上中文字幕。

MAD ABOUT CUSTOMER SERVICE
我的憤怒顧客
Sharyn, Rick and baby Toby have flown half way across the country to attend a wedding the following day. Sharyn is the bridesmaid. When they arrive at the luggage carousel we have a tired baby, exhausted parents and the day is not over - so imagine their annoyance when their bags don't arrive - no favorite toy for Toby, no bridesmaid's dress.

Michelle is the customer service representative who has the task of managing the problem - a tough job. Michelle wants to do the right thing. She's enthusiastic and committed to her job. However when Michelle's good intentions are misinterpreted, the situation escalates from bad to worse - everything from threats to bad language.

As Michelle masters some very valuable skills, she discovers that "how" she handles the situation is just as important as whether she actually solves their problem. She learns:
- Why Process is more important than Outcome
- The Flag, Purpose and Permission technique
- The world famous Pumpkin Method for handling abusive language
- How to take responsibility and go the extra mile.

Come with us on Michelle's journey of self discovery and skill building so that you and your company can smooth the way through any difficult situations and maintain the loyalty and trust of your customers.

焦急的媽媽和憤怒的爸爸加上他們數月大的孩子，站在航空公司的櫃檯前投訴行李不知所蹤，嬰兒的用品和參加婚宴的禮服全在行李內。假如您就是那位地勤服務員，您會如何處理呢？備有粵語及國語配音。

22 mins.
English/Cantonese/Mandarin

MANAGING FOR CUSTOMER CARE
超越顧客的期望
Managers don't often find themselves in the front line of customer care. But they do still have responsibility for it and a responsibility also to their front line staff, who handle customers directly.

This award winning training resource highlights the four key functions of management in relation to customer care. It also looks at what the customer sees as good service and ways in which front line staff can ensure their service matches up to their expectations.

員工能夠做到完美的顧客服務，首先管理階層必須以身作則，教導下屬與顧客建立良好關係，全心全意為顧客著想。本節目提供最佳的方法幫助你能夠真正做到「超越顧客的期望」。備有粵語及國語配音。

29 mins.
English/Cantonese/Mandarin

POINT OF IMPACT
前線顧客服務
Lifetime customers can be won or lost in a matter of seconds here, at the point of impact. The front line of any organization is where customers are won and lost--for life! Point of Impact clearly demonstrates the steps your front line needs to take to keep customers coming back... and it's easy...if you have an A-C-E up your sleeve:

A - Attitude: Great customer service begins with a positive attitude Smile!
10-second rule
C - Communication: Positive, open body language
Questions - your most powerful tool
Listen!
E - Effort: The four rules of extra effort:

Get the facts Show you understand Let them know what you're going to do Follow through.

全賴前線服務員工提供良好的顧客服務，讓顧客對公司留下良好的第一個印象。本全新節目專為前線服務員工而製作，介紹三個前線顧客服務必備的技巧，包括：良好的態度、溝通技巧和全力以赴。備有粵語及國語配音。

15 mins.
English/Cantonese/Mandarin

SO HELP ME - EMPLOYEE
客戶服務：員工的態度
What do customers value most in customer service? Solving their problems quickly and correctly will retain or even build customer loyalty. Customer who don't get their problems solved will leave and not return. "So Help Me - Employee Edition" illustrates realistic customer service problems that can frustrate both customers and employees. The video provides solutions to these problems that satisfy everyone: the customer, the organization and the employee. These solutions include: working with policy to solve problems, helping customer as your own, and defining customer needs.

真誠的服務，用心解決顧客的問題是贏取顧客忠誠的基礎。相反，如果不能幫助顧客解決他們的需求，怎樣也留不住他們。本節目提供一些既能滿足客戶要求，又能滿足機構或員工的通贏方案，助你更容易取得顧客的信任。備有粵語及國語配音。

SO HELP ME - SUPERVISOR
客戶服務：上司的態度
How do supervisors affect customer service? We all know that frontline service people directly impact customer satisfaction. But we don't often look at how much a supervisor's behavior influences the service a customer ultimately receives. "So Help Me - Supervisor Edition" takes a fresh look at customer service by showing the direct connection between a supervisor's behavior and the way employees treat customers. When employee is listened to, respected, and encouraged, they will do the same for their customers. Supervisory behaviors that promote excellent service include: telling people what they're doing right, helping employees find solutions, focusing on people rather than numbers, empowering people to do their jobs, and turning mistakes into opportunities for growth.

上司的態度行為或多或少會影響下屬服務顧客的表現。如果員工受到尊重，得到鼓勵，上司亦有聆聽他們的說話，同樣他們亦會以相同的態度對待顧客。所以身為上司必須以身作則，樹立良好的服務典範，優質的客戶服務由你而起。備有粵語及國語配音。

WHAT'S IN IT FOR ME?
雙得益彰：顧客服務新觀念
What's In It For Me? is the most innovative customer service video training tool in years. It addresses the topic of customer service from a viewpoint that will truly motivate employees their own perspective! Employees actually learn to consider What's In It For Me? and make customer service decisions that are in the best interest of the customer, the organization and their own career.

Viewers will learn tactical, face-to-face techniques for providing exceptional customer service and they'll learn how using these techniques will benefit their career. They'll learn innovative concepts, like the Best Face of the Stone, that go beyond the typical customer service training messages to speak directly to the employee's reality (and not just the needs of the organization).

這是一套創新的顧客服務培訓節目。重點強調提供好的顧客服務不單對顧客和公司有好處，對服務員的個人前途和發展有莫大的幫助。備有粵語及國語配音。

19 mins.
English/Cantonese/Mandarin

YOU'VE GOT CUSTOMERS!
真誠的顧客服務
The video follows the trials of a young customer service provider in his first job. There he receives an education from a most unlikely team of teachers - a bowling team. From them, he learns six key customer service techniques which could be used in any business, anywhere.

By the end of this engaging story, viewers will understand that "Good service isn't about flowery words and pleasant smiles. It's about actions!"

Key training points:
- Be honest - customers just want to hear the truth.
- Listen before you sell - find out what customers want first
- Follow through on customer requests - double check and deliver only what customers ask for
- Take initiative to solve problems, offer solutions, not excuses
- Know your product - if you don't know something, find out
- Take advantage of sales opportunities - both you and your customer will benefit.

現今的顧客不會被花言巧語或虛偽的笑容所蒙騙，其實他們需要的是真誠的顧客服務。備有粵語及國語配音。

20 mins.
English/Cantonese/Mandarin