Lily Tomlin stars in a four-part comprehensive video training series based on the best-selling book Delivering Knock Your Socks Off Service by Ron Zemke and Kristin Anderson. Laugh and learn with comedian Lily Tomlin as she serves up the proper service dos and the perpetual don'ts in this entertaining video series on dealing with customers. Titles include:
What Customers Want Set in "Krabbie's," a restaurant of "krab-cakes," "krab salad," and "krab-apple pie," Lily's characters learn what customers expect and how to apply the five important concepts to ensure customer satisfaction. Length: 19 minutes
One Ringy Dingy: You Are the Company Lily's character Ernestine (telephone operator extrodinaire) and her unhelpful customer service ways are uncovered as she learns the five secrets of perfect telephone technique and appropriate vocal quality. Length: 18 minutes
Dealing with Disappointed Customers Investigator Shirley Wright played by Lily, shows viewers the correct way to work with disappoint-ed customers at the fault of no one, when the customers doesn't follow directions, and when your organization is in the wrong. Length: 20 minutes
The Seven Deadly Sins of Customer Service The "piano chanteuse" Lily Tomlin casts herself into "Customer Service Purgatory" but not before she reveals the seven most sinful customer service fauxs including "I don't know" and "hurry up and wait." Length: 21 minutes
