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。

16 mins.
English/Cantonese/Mandarin

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。

18 mins.
English/Cantonese/Mandarin