INTRODUCING:  The New 2009 Edition!
 

EXCLUSIVE NEWS!

How to make your customers
return again and again”
(...and NEVER go to the Competition)

“Start enjoying the advantages of a workforce that lives and breathes to make your customers happy, to attract more sales, maintain more business and gain market share ” guarantees Tschohl…

Thursday, July 29, 2010

“Founder of Service Quality Institute, has been acclaimed by media such as Time magazine as “the customer service guru”

Dear Colleague,
Teach your entire workforce the art of Exceptional Service
with a series of 12 brief but powerful training videos, so easy to use that they do away with the need of hiring expensive external instructors.

With only one video per session, your employees will learn the values, techniques and attitudes to provide the legendary level of service necessary to ensure that your customers come back to do business with you again – and don’t switch to the competition.

The best thing is that the videos are yours to keep, so you can use them again and again (there is no limit) to train your present employees and all those that you hire in the future.

Unlimited training on all service secrets

These are 12 videos in Spanish, which are used in 20-minute training sessions using just the videos, or of up to 60 minutes using the videos and the materials included for participants, which include Power Point presentations and discussion guides; when applied in sequence, the videos provide up to 1 whole year of continuous education, efficient, entertaining and world-class. (More on this in a moment)

The sessions are brief and powerful, there are no recurrent costs (you never have to pay again to repeat the training) and can be successfully used in any kind of organization, with immediate results and without a need for a high budget or of abundant time.

A complete, easy-to-use system

It comes with a free Facilitator’s Guide, which is downloaded from the private section of our website www.yourservicefirst.com , with the secret password that will be provided with your videos. It includes a Leader guide, 12 2-page discussion guides and 12 interactive Power Point presentations, besides unlimited technical support and free access to the private section for video library owners, with a global forum on service.

This means: Satisfied customers equal great service, which is the key ingredient for your customers to always come back to do business with you.

"Take care of training your employees and sales and profits will come afterwards" — I’ll show you how to triple your profits with only a third of the time spent in training!

These are but a few of the hundreds of things that you will be able to teach to your employees…

With the “Service First Video Library in Spanish” you will learn:

• The 5 principles for providing exceptional service — each one of these means more professional, presentable, honest, loyal, respectful and happy employees!

• 6 steps to calm down angry customers and to earn their loyalty

• 4 techniques to discover customers needs and expectations

• 9 infallible ‘tricks’ to provide great service by phone and in person

• 5 steps showing the correct use of empowerment and to super-satisfy customers

• 4 skills to skyrocket productivity through teamwork

• 6 rules to exceed customers expectations, each time and in every contact

• 3 steps for solving simple problems…and complex ones

• 4 techniques for communicating quality by phone and voice-mail

• 7 rules for “acting with class” and projecting a high-quality image of your organization

• How to act using common sense

• How to handle complaints with expertise to avoid loosing the customer

• 5 qualities for excellent at work

• How to translate problems and complaints into opportunities of earning customer loyalty forever

• How to make sure that a customer never leaves unsatisfied

• Hundreds of ways of increasing sales in an immediate and massive manner

• How to acquire more customers in the cheapest possible way... with no cost!

• How to permanently increase the average transactions of your customers; sales over sales

• What to do to make your customers buy more often

• How to get your best customers to recommend other customers like them

• How to make your customers see you as special, unique and profitable

• How to increase the perceived value of your product or service

• How to earn real value among your clients and employees to reach the best possible loyalty and results

• and More than a dozen ways for selling more, to more people, in less time, more frequently and with more profits

THE SECRETS OF "SERVICE FIRST ":
“The 12 Videos, the 12 Guides, the 12 Presentations, the Facilitator’s Guide, and the Diplomas”

 

	12 DVD Videos: Totally in Spanish, I include the English version totally free of charge; the program will allow you to choose between English and Spanish with just a click in the main menu. FREE: Trailers of the 12 videos
	As an alternative, if you need to “see” before you buy, click here to see some selected trailers of the 12 Service First DVDs, totally free and without the need of filling out long forms. Video 1: The key to customer satisfaction The bases of exceptional service. The 5 "Service Comes First" principles. Video 2: Developing teamwork Skills for the integration of customer-oriented teams. How to merge efforts with colleagues to offer customers better solutions and better experiences. Video 3: Managing complaints and angry customers Skills to solve problems, take care of complaints and deal with angry customers. How to solve simple complaints immediately and how to handle complex problems. Video 4: The language of positive communication Methods to generate positive interactions with customers and colleagues. Ideas to energize the work environment, to boost morale and to improve productivity. Video 5: Listen and ask actively How to detect precisely what customers need and expect. Skills for interrogation, to listen with precision and to confirm that one has fully understood. Video 6: Exceed customers expectations How to make an extra effort to be different from the competition. How to run the "extra mile" of service. How to do more than what people expect to make your service not only good, but extraordinary. Video 7: Service with added value Keys to add value to service: how to go beyond the rules to offer the unexpected. How to use positive surprise elements to earn customer esteem and loyalty Video 8: Effective phone techniques How to serve customers appropriately during phone, fax and voice mail contacts. The video tackles all the elements of communication: from facial expressions and body language to the pace, tone and volume of the voice. Video 9: The art of satisfying customers Strategies to maintain customers and to make them return more than once. How to turn satisfied customers into advocates of your company. To attract new customers through free word-of-mouth advertising. Video 10: Getting service back How to turn service problems and difficult situations into positive experiences that ensure us that customers will return. Techniques to save the relationship after a mistake was made or something came out wrong. Video 11: Empowerment How to empower (grant decision power) all your personnel to place customers above internal rules and procedures. Guidelines to assume responsibility in the face of problems and to resolve unexpected problems immediately, using common sense. Video 12: Total Quality Service Zero-defects service. Review of the essential ideas in the previous eleven videos. Techniques to do things well, always and from the first time. Tools for efficiently managing the service improvement process.
	12 Discussion Guides: Two pages for each video session, with open questions to stimulate group discussion and participation, which can also serve as evaluation at the end of each session. Includes answer sheets.
	12 sets of PowerPoint® presentations: You will receive a set of interactive presentations for each video, which summarize and reinforce the main concepts of each subject. Use them either as additional study material or to project them during sessions. You can add your organization logo and personalize them as you wish.
	Facilitator’s Guide: 125 pages of advice and a step-by-step guide to achieve the highest possible impact with the video library sessions.
	Diplomas: Digital art for the diplomas to give to your graduates, which you can print, personalize and hand over to your employees finishing the course.

"We acquired the Service First Video Library in January, 2007, and since then, we have trained all our personnel; we have seen the increase in customer satisfaction and the improvement in work environment and comradeship. The program is very easy to present and very simple to understand and apply in day to day situations for all personnel. Antonio, I’d like to thank you personally for having offered me this tool, which has helped us understand the importance of customer service and has taught us how to apply this in the pest control business, in this era of globalization where we compete for our customers not only with local companies ". Víctor Safie General Manager Truly Nolen http://www.trulynolen.com.sv Tel: (503) 2239 7000

 

YOU, A Service First Certified Leader

I WANT TO GIVE YOU AN ADDITIONAL BENEFIT: every person that completes the 12 sessions and send me his/her testimony and the testimony of 3 graduates in your company will receive a Diploma signed by me — certifying him/her as a Service First Certified Leader. Why is this important for you? Because it confirms that you really have the knowledge to be a Customer Service Consultant. This can be a profitable center of additional income — and it can become a full-time profession, if that is what you want.

And the Certification Diploma isn’t the only thing that you are getting …

4 EXECUTIVE GIFTS valued at US$ 470.00!

Order the Service First Video Library on DVD before December 31 and receive 4 spectacular executive bonuses:

Fine, what is the investment?

I offer you 3 alternatives for acquiring the video library. One has no cost, the second one is in 9 easy installments, and the third one is a single payment at a very special price:

Choose either one, whichever is most convenient for you and don’t worry, the three alternatives are 100% guaranteed, a simple “Total satisfaction or your money back” (More on this in a minute)

Your DOUBLE Refund Guarantee for
your ENTIRE Investment

No “buts”, No Conditions: Satisfaction Guaranteed or Your Money Back

If by any reason (at your sole discretion) you’re not totally delighted with the results after having trained your whole work force with the video library for 90 days, simply return it to receive a quick and friendly refund. Even if you decide to return it, your 3 gifts (what is known as the Management Collection) are yours to keep, free of charge and with our best wishes.

Lifetime guarantee for damages in the Videos

If one of your videos gets damaged for any reason or cause, at any moment in its useful life (regardless if it gets stuck in the VCR, if coffee is spilled over it, or if it wears down due to heavy use), we will replace it for free with a new one, you don’t pay shipping and handling charges.

And my guarantee even comes with Totally Free Shipping…

FREE Home Delivery in any country

in Latin America or Europe
 Your order will be delivered at home by courier service (Fedex o UPS), at your office door, in any country of the American continent or Europe, including:

 
Order right now and the shipping expenses of US$69 are on me (limited time offer, valid until December 31).

Delivery schedule:

Normally, your order is shipped within the next 24 hours and your product usually arrives within 7 working days.

So, what will it be for you?

Come on...Start enjoying the advantages of a work force which lives and breathes to make your customers happy, to attract more sales, keep more business and take market share away from your competition...

If you have ever thought about having your own Service First Video Library, the moment to make a decision is today. Our expected anniversary sale allows you to purchase the program at a fraction of its price, only US$1,497 + vat, $324 less than the regular price. But don’t wait for this offer to return. This is valid only if you order before December 31. Not a single day more. To avoid disappointments, reply now.

Wishing you all the best and hoping to be of service to you very soon, I remain, your friend :)

John Tschohl
Founder and President
Service Quality Institute
www.yourservicefirst.com

P.S.: The videos are in Spanish (an English version is included free of charge) and they come in DVD format. You can pay in 9 easy monthly installments  of only US$199 each, or save US$294 by making a single payment of only US$1,497.

P.P.S.: In recognition for having read this far (and as a reward for your service commitment towards your customers), I wish to offer you one of my books free of charge. COMPLETE – no tricks. Its name is “Service in the Digital Era: The Key to e-Commerce”. Download it free of charge from this page

P.P.P.S.: If you considered this article interesting and want to receive my Free Bulletin "Customer Service Strategy" periodically, subscribe here for free.

P.P.P.P.S.: And, don’t be left without my Free Anniversary Gift; if you order your Service First Video Library today, I’ll send you free of cost, the DVD of the last John Tschohl’s live conference, How to transform the service culture in your organization into multi-million dollar success? Almost 2 hours long, totally dubbed into Spanish, order now.

Please click here to reserve your video library now
before the video library super-offer ends …

 

NEW! Give a subscription to Customer Service Strategy as a present and I will send you a new idea about how to thrive in the current economic situation.
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The following is *the only way* of subscribing again:

Click on the following link to subscribe with your new e-mail address:
http://www.servicefirstvideo.com/subscription

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SQI EL SALVADOR, S.A. DE C.V.
Salvador Antonio Vaquerano, Director Regional
3ª Calle Poniente, Ctro. Profesional Masferrer # 5224, Local No. 5
Contiguo a Texaco Masferrer, Colonia Escalón, San Salvador, El Salvador  

Tel. (503) 2252-3405/06       info@yourservicefirst.com
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