Ruby Newell-Legner - 7 Star Service

Frequently Asked Questions

Here are some Frequently Asked Questions and Answers about Ruby’s Customer Service DVD Training System

Hi,

We have received a ton of questions about Ruby’s NEWEST Product the “Secrets to Keeping Our Customers Happy” DVD Training Program and we know that if one person has asked that question many others are wondering just the same thing. So, here are the questions we have received since the launch of her new product.


QUESTION:
Is Ruby actually teaching this material?

ANSWER:
YES! You get the best of both worlds…not only do you get to learn some of the best customer service techniques on the planet, you can also use the DVD training program to have Ruby train your staff over and over again. The program was designed so you can show the whole thing to your staff or give it to them in snippets during staff meetings for quick review.


QUESTION:
Are the DVDs simply Ruby telling her great stories or are there lessons hidden in there somewhere?

ANSWER:
The DVDs are filled with both content and stories. Ruby prides herself in offering specific techniques to improve customer service and reinforcing it with meaningful stories to make the points more memorable. Participants can follow along by filling in their handouts as Ruby shares each concept. This keeps everyone engaged and helps reinforce the learning as well. In the leaders guide, Ruby has even outlined suggested activities to bring home the lessons even stronger.


QUESTION:
Do the DVDs follow the Participant Workbook?

ANSWER:
The DVDs were videotaped in sync with the entire workshop so they do match the Participant Workbook. There is also a Leaders Guide to help you follow along and add activities and discussions. It is all written out for you.


QUESTION:
Are the DVD’s recorded in tracks or are they one long track where you have to start over at the beginning in order to find out where you left off?

ANSWER:
The DVDs are split into modules so you can watch whichever module you want without having to fast forward through the others. Each module stands alone but can be viewed in sequence if you want to show the whole series.


QUESTION:
About pricing, we are a government agency – do we qualify for the nonprofit rate?

ANSWER:
A nonprofit organization is defined as a legally constituted organization whose primary objective is to support or to actively engage in activities of public or private interest without any commercial or monetary profit purposes. If you meet those criteria, you can purchase the System using the nonprofit rate.


QUESTION:
How much longer will you be offering the special Advanced Order pricing?

ANSWER:
It won’t be available very long. Once the DVDs are produced in May, the price will go back up. Ruby is just offering the incentive price so she can get an idea of how many sets to order. I highly encourage you to take advantage of the special pre-order pricing before the rate goes up.


QUESTION:
I am so interested in Ruby’s Customer Service DVD Training Program but I have already seen Ruby present her live session on “Secrets to Keeping Our Customers Happy!” Why do you recommend we purchase the program if I have already seen her present that program? Is there much overlap? Do I need this new course if I already saw her live?

ANSWER:
Ruby’s Customer Service DVD Training Program was created with you in mind. You already know the value of her insight in that program, and now you can share it with those who weren’t lucky enough to see Ruby present the program live. This is perfect for training your staff that you have on board today and for those you plan to hire in the future.


QUESTION:
How long is each segment of the DVD Series?

ANSWER:
The entire DVD program is almost 2 hours. Here are the lengths of each module so far. (We are still editing the last two):

  • Understanding our Customers and their Loyalty (25 minutes)
  • Tips for Promoting Positive Internal Customer Service (30 minutes)
  • Dealing with Upset Customers (estimated at 20 minutes)
  • Communicating with Our Customers (estimated at 20 minutes)
  • Bonus segment – Seven Star Customer Service (15 minutes)

QUESTION:
Can we get the DVDs before May 15?

ANSWER:
Unfortunately, we can’t promise that. Although we are ahead of production schedule, we want to make sure we can deliver when we said we could. Therefore, we have established the guaranteed deliverable date as May 15, 2008. Ruby does have dates available for a live session available before then so check with us to see about having Ruby come out for a live program this year and then you can use the DVDs to train new staff as they come on board.


QUESTION:
Do you have to watch all 110 minutes in one setting or can you view the modules individually?

ANSWER:
We designed the program so that you can do either one. You can watch one module at a time, or watch the whole thing in one setting (although Ruby recommends at least one or two breaks if you watch the whole thing at once). We wanted to give you the versatility to use the long version for your seasonal training and each individual module for short segments at staff meetings as refreshers. This will give you the most versatility.


QUESTION:
If you had to sell your DVD to a supervisor in three statements, what would you say?

ANSWER:
This Training Tool meets our needs because:

  • This educational product will help us take our customer service to the next level. We will start out our season in a proactive manner instead of having to come back and train staff after we realize there is a problem. Employees today do not have the skills necessary to shine in all areas of customer service and Ruby can give them that knowledge.
  • Ruby has a proven record of giving high content programs that really promote positive skill development. This program was designed with our industry in mind so we won’t have to sift through the generic things that don’t apply to our business.
  • We can use this year after year to train new staff as they come on board. That way everyone will have the same level of customer service training. We can even share the investment with other departments within our organization.

P.S. There are lots of selling tips in the commercial – you can view it here.


QUESTION:
What payment options do you offer?

ANSWER:
We accept Visa, Master Card and American Express credit cards for immediate payment. We also accept company checks and purchase ordersand can print out an invoice for you if you need it. Just give us a call at 303.933.9291 or send me an email at Kim@RubySpeaks.com. A 3-month payment plan will be an option for the full price but is not available for the advanced order pricing.


QUESTION:
How will the DVDs be shipped?

ANSWER:
We ship all our products using USPS Priority Mail.


QUESTION:
Can I share this DVD Training Program?

ANSWER:
Each copy of the DVD is licensed to the organization that purchased it. We highly recommend that you share the training program with multiple departments as long as it is in the same organization that invested in the program.


QUESTION:
Is there a time-frame for your satisfaction guarantee?

ANSWER:
Ruby’s Customer Service DVD Training System is 100% guaranteed for 90 days. We are so confident this is the BEST step-by-step customer service training system out there (bar NONE) I encourage you to try it for yourself for 90 days.

If you’re not thrilled with the education you receive and you’re not getting use out of it, just send it all back to us and once we receive it, we will issue you a full refund less shipping. Ruby simply doesn’t want you to keep a product that isn’t serving you.


Purchase Now


Sincerely,

Kimberly Herman

The RubySpeaks, Inc. Team

P.S. If you ever have any questions, remember to shoot them over to me atKim@RubySpeaks.com or call us at 303.933.9291