Owen-Stewart Performance Resources Inc. | 1-800-263-3399 | sales@owenstewart.com

Featured Videos

Customer Service Gone Viral

It used to be when someone received bad service, they would tell a few friends… now, they tell the world. This video program shows how to avoid customer service problems that lead to negative feedback.

Runtime: 16 Minutes
  • DVD, USB or Streaming
  • Leader’s Guide,
  • Reproducible Participant Worksheets,
  • PowerPoint Slides
Key Learning Points:
  • Shows customer service representatives the fall-out of bad service
  • Teaches how to provide good service and service recovery
  • Protects the organization’s reputation in online reviews and by word-of-mouth
  • Shows you how to avoid PR nightmares


You can’t help but notice that almost everything we do now has a chance of being recorded, reviewed and presented to the entire planet. Without question, customers are making their buying decisions based on what they see online.  This new kind of customer feedback puts service providers in a very vulnerable position, but there is something you can do about it.

“Customer Service Gone Viral” video program shows how to avoid customer service problems that lead to negative feedback. The video’s host guides viewers through a variety of customer service problems presented as viral videos, recorded phone conversations, music videos, rants and blogs. Each problem in the video is followed by a practical, real world solution.

This program not only shows you how to avoid becoming an embarrassing internet sensation–it also demonstrates how to provide excellent service that will lead to rave reviews.

This program can be used as a self-contained customer service training, or part of an organization’s larger customer service training program. The Leader’s Guide and accompanying video have been designed for use in a group training session, but can work equally well for self-study.


1. Avoid Taking Short Cuts
  • Look out for your customer
  • Deliver beyond expectations
2. Give Your Full Attention
  • Make every customer feel important
  • Resist distractions
3. Actively Listen
  • Rephrase the message
  • Listen, understand, confirm
4. Take Responsibility
  • Take ownership of the customer’s problem
  • Follow through
5. Deliver Service on Time
  • Think like a customer
  • Keep customer apprised and updated
6. Focus on Solutions
  • Avoid disagreements and blame
  • Give benefit of the doubt