Does anyone have any suggestions for any good "Customer Service 101" type videos for our Inside Sales Representatives? We are a manufacturing company with about 25 reps.

Thanks!

Are they all in different locations? What should they be doing that they are not doing now? Is that gap true for all 25 reps? Don't you have any reps who DO know how to provide good customer service? Personally, I know very few salespeople who don't know customer service. What do you expect the video to provide? Any and all detailed info you could provide about what is really going on will help people help you. I'm assuming you've asked here because you want to learn from others' experiences... Otherwise, just do a google and see what's out there.

(As an aside, if they need basic 101 stuff, how did they get to be reps in the first place? Perhaps it's time to talk to recruiting...)

They are all in the same location. There is a new supervisor in this area who has identified gaps in some individuals as well as a need for a refresher for some others. The areas mentioned were basics like voice inflection and intonation, turning a no into a potential sale, looking for alternatives, etc. I have done a Google search and the volume was overwhelming. I was hoping that someone could speak to the value of a specific program.

If they're all in the same location, and you've got only 25 people, I strongly urge you to step back and do your due dilligence in truly identifying what solutions are most appropriate for the performance gaps. When training is one of the solutions (and it will be only part of any good performance solution), there is absolutely no reason to subject people to a video when you're all in the same location and when customer service skills are things that everyone knows about (even if they don't DO it well themselves).

Regarding your hope for your post -- There is no value in a specific program unless it directly addresses the specific needs of your organization and your employees. If you found a particular video that looked interesting, only you would know if it would be valuable to your organization because none of us know any of the details necessary to adequately evaluate the value. Only YOU know that.

Perhaps if I knew what led you to believe that a video would be an appropriate solution in the first place, I could understand this better... I mean, how can you know that a video would be the appropriate solution if you don't even know which video to use or what value the unknown video has for your organization's needs?

I believe this is a classic case of putting the cart WAY before the horse. It can easily be remedied, though. Not to worry. :-)