Customer Service Telephone Skills Training DVDs, Customer Service Training DVDs, telephone skill training dvds, customer service DVDs, telephone skills dvds, difficult customer training DVDs, customer service training DVDs assessments, customer service training activities, customer service training.

Customer Service Telephone Skills Training DVDs, Customer Service Training DVDs, telephone skill training dvds, customer service DVDs, telephone skills dvds, difficult customer training DVDs, customer service training DVDs assessments, customer service training activities, customer service training.

Customer Service Telephone Skills Training DVDs, Customer Service Training DVDs, telephone skill training dvds, customer service DVDs, telephone skills dvds, difficult customer training DVDs, customer service training DVDs assessments, customer service training activities, customer service training.



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CUSTOMER SERVICE TRAINING DVDS VIDEOS
TELEPHONE SKILLS TRAINING DVDS VIDEOS
IDEAS AND TRAINING

Customer Service survey results.

Customer Service Training DVDs.Customer service is so much more than just greeting and selling to a customer. It's attitude, etiquette, knowledge, and a desire to help. From customer service games and customer service assessments to customer service videos and DVDs we have a wide variety of products to improve your customer serivce actitivities and relationships.

"The secret to success is to treat all customers as if your world revolves around them . . . It does."
-- Justin Tyme



Customer Service Training Videos and DVDs and Telephone Skills Training DVDs:

  • Angry Customers and Call Effectiveness - DVD - Free Preview Available Online!
  • The BEAR Essentials of Business - Complete Learning Package with DVD/CD-ROM and Guide - Free Preview Available Online!
  • Becoming A Customer Service Star - Binder/CD-ROM
  • Beyond Words: B2B Customer Service and Sales Series - DVD
  • The Challenge Game - Board Game
  • Customer Service Activities for Training - Binder
  • Demanding Customers: Customer Care Made PERFECT - DVD - Free Video Preview Available Online!
  • Ed Buys A Hat - DVD - Free Preview Available Online!
  • How To Lose Customers Without Really Trying - DVD - Free Video Preview Available Online!
  • If Looks Could Kill: The Power of Behavior - DVD - Free Video Preview Available Online!
  • An Inside Job - DVD - Free Video Preview Available Online!
  • Internal Customer Service Assessment - Assessment/Instrument
  • Knock Your Socks Off Service® - Readiness Assessment Series - Assessment/Instrument
  • Making Customer Service Work - Complete Workshop on CD-ROM & DVD - Free Preview Available Online!
  • No Complaints? - Complaints And The Customer - DVD - Free Video Preview Available Online!
  • The One to One Future: Building Relationships One Customer At a Time - Video
  • Person-to-Person Skills: Excellence in Customer Service - Series - DVD - Free Preview Available Online!
  • Put Customers First - Kit
  • SkillBuilders: 50 Customer Service Activities - Binder
  • SMILE! - DVD - Free Preview Available Online!
  • Stop Sucking on Lemons - DVD - Free Preview Available Online!
  • Telephone Skills and You - DVD - Free Preview Available Online!
  • Who Sold You This Then - DVD - Free Video Preview Available Online!
  • ONLINE TRAINING COURSES FOR DOWNLOADABLE CUSTOMER SERVICE PROGRAMS

  • Video Guide for Customer Service and Sales (episode 1) - DVD Style Course Free Preview Available Online!
  • Video Guide for Customer Service and Sales (episode 2) - DVD Style Course Free Preview Available Online!
  • Building Employee Morale - Missed Opportunities - DVD Style Course Free Preview Available Online!
  • The Multicultural Customer - DVD Style Course Free Preview Available Online!
  • Smile - DVD Style Course Free Preview Available Online!


    Customer Service Training Videos and Telephone Skills Training Videos:


    Angry Customers and Call Effectiveness

    Angry Customers and Call Effectiveness Customer Service Training Video

    Angry Customers and Call Effectiveness Customer Service Training DVD Video.Angry Customers and Call Effectiveness
    The good news about receiving a call from any angry customer is that it provides an opportunity to rectify the situation. The angry customers you don't hear from are probably gone for good.

    This program shows you how to deal with angry customers and increase the effectiveness of your call.


    Angry Customers and Call Effectiveness Customer Service Training VideoHere are just some ot the points covered:

  • Managing customer dissatisfaction
  • Taking control of the call
  • Always use the customers name
  • Have comprehensive product knowledge
  • Aim and fulfilment of customes needs

    21.5 minute program with Facilitator's Guide (.pdf file).

    Item #PDDC-BEAC

    Purchase Price $795.00 for DVD.

    7 Day Rental Price $200.00 for DVD.

    FREE Online Preview!
    This video production has a free downloadable online preview, which runs approximately 3 minutes. To view the preview, Click Here!

    You may rent Angry Customers and Call Effectiveness on DVD for $200.00 (Please, call with your training dates - 1-253-759-6639).

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    You may purchase Angry Customers and Call Effectiveness on DVD for $795.00.

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    The BEAR Essentials of Business - Complete Learning Package with VHS/DVD/CD-ROM and Guide

    Paws and learn The Bear Essentials of Business!

    DVD $595.00

    Travel to Shelburne, Vermont and take an inside look at what makes the Vermont Teddy Bear Company one of the nation’s most famous and successful companies. See how it really cares about its customers and its employees.

    Bear Essentials of Business and Customer Service.Bear with us and learn:

  • Why the customer comes first and is always number one.
  • Why it’s important to be dynamic and creative to truly make a difference.
  • Why it is important to have a “Yes, we can,” attitude.
  • How teamwork can really make a difference.
  • Why it’s critical to recognize the worth of your customers and fellow employees.
  • How having fun really makes a difference…right down to the bottom line!
  • And this is just the bear beginning!

    Loaded with humor, animation and critical information this training program includes:

  • 19 minute videocassette
  • 60-page Facilitator’s Guide
  • DVD with the full training program
  • CD-ROM with a PowerPoint presentation and reproducible training materials
  • Mouse pad (oops, make that Bear pad) for constant reinforcement of The BEAR Essentials of Business

    The BEAR Essentials of Business is educational, entertaining and is truly repeatable. Make it part of your training library today!

    This video production has an online preview. Visit our online preview page to view a sample of this program and other training videos. Click Here!

    Item # PDDC-JWAVBEAR

    Purchase for $595.00

    You may purchase The BEAR Essentials of Business for $595.00.

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    Customer Service Training DVDs and Telephone Skills Training DVDs, Customer Service Training DVDs, customer training dvds,Telephone Skill Training, telephone skill training dvds, customer service DVDs, telephone skills, customer service DVDs, customer service training videos, difficult customers DVDs, difficult customer training DVDss, customer service training DVDs videos assessments, customer service training activities.


    Becoming A Customer Service Star - 3-Ring Binder and CD-ROM

    Objective: To measure and increase customer service awareness
    Audience: Customer service employees and managers
    Time Required: 1 hour

    Getting people to see the multiple opportunities for improving customer service and retention is an important step in any quality-minded organization. Becoming a Customer Service Star has been proven equally effective with people at all levels, executives and employees alike, because each person is able to identify his or her own service action plan. Becoming a Customer Service Star is designed to give individuals a profile of their customer service strengths and weaknesses. It can be used as an individual analysis, a measure for personal development, a picture for building a service team, or an opportunity to identify changes needed in policies or operating procedures.

    The Five Points of Customer Service

    Five categories of excellent customer service have been identified based on current theories of customer service, as well as the author's personal experience in consulting with customer service personnel. These categories comprise the five points on your Customer Service Star.

    Feel Positively Toward Customers. Good customer service begins with a positive view of customers. Individuals who enjoy dealing with customers exhibit this attitude in their customer interactions. These individuals provide contact and friendly relationships with customers.

    Encourage Customer Feedback. In order to provide excellent service to customers, you must know what your customers need and want. Encouraging customers to provide you with both positive and negative feedback is crucial to fulfilling their needs.

    Respond to Customer Problems. Making every effort to respond to customer's problems is an essential part of good customer service. A customer's problems can serve as an opportunity to improve overall customer service.

    Develop Repeat Relationships. Long-term customer relationships pay the largest dividends because the value of a customer increases over time. In order to develop repeat relationships, individuals should take positive actions, such as remembering customers' names and keeping records of customers' personal needs.

    Seek to Exceed Customer Expectations. The greatest opportunity to satisfy and retain customers is to find ways to exceed their expectations. Doing more than a customer expects makes that customer's experience a memorable one, which can spark future business.

    The newly expanded Facilitator Guide includes suggested training designs, theoretical background, transparency masters, and more in a convenient 3-ring binder format. A CD-ROM containing a Microsoft® PowerPoint® presentations and other reproducible materials is also included. Order one guide per facilitator.

    What to Order/Product Contents
    Order one Facilitator Guide per facilitator and one Participant Guide per participant.

    Facilitator Guide includes:

  • Suggested training designs
  • Theoretical background
  • Normative data
  • Blank training outline
  • CD-ROM containing Microsoft® PowerPoint® presentation and reproducible masters including Certificate of Achievement, Training Evaluation, as well as overhead transparency masters

    Participant Guide includes:

  • 25-item assessment
  • Pressure-sensitive response form
  • Diagram for plotting scores
  • Explanation of the 5 Points of Customer Service
  • Discussion questions
  • Action planning

    Customer Service Star Starter Kit / $172 / Code #PDDC-HRDQ0701E2SK
    Includes: 5 Participant Guides and Facilitator Binder
    Customer Service Star Participant Guide 5-Pack / $57.50 / Code #PDDC-HRDQ0701E1S05
    Customer Service Star Facilitator Binder / $115 / Code #PDDC-HRDQ0701E2FG
    Expanded 3-Ring Binder w/companion CD-ROM

    Purchase Customer Service Star Starter Kit for $172.00.

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    Purchase Customer Service Star Participant Guide 5-Pack for $57.50.

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    Purchase Customer Service Star Facilitator Guide for $115.00.

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    Beyond Words: B2B Customer Service and Sales Series

    DVD - $275/$895 - Item#PDDC-EU6436

    But I Don't Have Customers affirms the fact ofBeyond Words: B2B Customer Service and Sales Series.

    A sales and customer service training video featuring leading body language expert Jan Hargrave.

    Hargrave, considered the leading expert on body language, is a college professor, has written 4 books, and has provided body language consulting for many high profile court cases including the Scott Peterson case.

    Are you ready to take your organization to the next level of sales and customer service?

    In this 2-part video series, you will learn how to go BEYOND WORDS and communicate more effectively with every customer by having deeper understanding of nonverbal communication. This can be achieved by understanding basic body language and the difference between Encoding and decoding your own as well as your customer's nonverbal communication.

    Learning Points:
    In Part One (11 Minutes) you'll learn the following basic body language skills as they relate to Business to Business Customer Service and Sales.

  • Eye Contact
  • Eyebrow Flash
  • Genuine Smile
  • Handshake
  • Tilted Head

    In Part Two (21 Minutes) you'll move on to more advanced body language learning:

    The 6 Key Nonverbal Cues For Encoding

  • Holding The Floor
  • The Confident Voice
  • Eye Power
  • The Eye Zone
  • Power Positions
  • The Curse of The Sunken Chest

    The 5 Key Nonverbal Cues For Decoding

  • The Tilted Head
  • Lying or Showing Doubt
  • The Steeple
  • The Crossed Arms
  • Evaluation Cue

    "Everyone we've shown the Beyond Words videos to has walked away feeling like they learned something very interesting, unique, and useful." Darin Hanks - Employee University

    Produced in 2007

    THIS TYPE OF PROGRAM IS PERFECT FOR A LUNCH AND LEARN
    This video was not produced with the intention that customers would purchase it and teach a class on body language; after all, where will a company find a subject matter expert on this topic within their own organization that would feel confident enough to TEACH it? Instead, this video was produced with your learning library in mind; for employees to check out and watch for personal development. It also is perfect for a lunch and learn - gather in the conference room for pizza, pop this DVD in, eat, and learn something new (and very interesting) together.

    Purchase Includes: Beyond Words: B2B Customer Service and Sales Part 1 (Runtime: 11Mins) on DVD and Beyond Words: B2B Customer Service and Sales Part 2 (Runtime: 21 Mins); each with their own discussion guides. Only DVDs are instock. VHS tapes are special order.

    Item #PDDC-EU6436

    Rental $275.00

    Purchase $895.00

    You may rent Beyond Words: B2B Customer Service and Sales Series on DVD for $275.00 (Please, call with your training dates - 1-253-759-6639).

    Quantity:      

    You may purchase Beyond Words: B2B Customer Service and Sales Series on DVD for $895.00.

    Quantity:      

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    The Challenge Game

    Board Game - Purchase $199.00 (Item#PDDC-TTCCG)


    Add Excitement to Your Training Programs

    If your training programs lack interest and participant involvement, you may be sending the wrong message. Enhance your training programs with a more active, engaging and stimulating approach. Use "Challenge...a board game" to impart , reinforce and evaluate knowledge about your training topic.

    Easily Implemented, Facilitated

    "Challenge...a board game" is an easily facilitated, generic board game that can be used to enhance the learning of a variety of specific subjects in an involving, interactive way. "Customer Service" and "Sales Training" are currently available, with more to follow. You can easily customize the game to teach content or techniques unique to your organization.

    "Challenge... a board game" can be played by up to 5 participants or teams. You can incorporate Challenge at any stage of your orientation session to provide a review, follow-up or reinforcement of the content that has been covered. And, the game format creates interest, involvement and healthy competition while it imparts information.

    Challenge provides simple instructions and step-by-step guidance in setting up and conducting the game. It requires minimal supervision and can be structured to be conducted entirely by the participants. Building on Challenge's 150 standard Question Cards ("Customer Service" or "Sales Training") you can create additional questions about your organization, using the blank cards provided, to create a custom feel to your game.

    Why Challenge Is Right For You:

    • Easily implemented, facilitated (no expensive facilitator or expert required)
    • Easy to use (simple instructions and step-by-step guidance)
    • Cost effective (costs less than a film series or video)
    • Tests knowledge and understanding of facts about your content
    • Repeated use lowers the per-person training cost
    • Highly interactive Non-threatening Minimal supervision
    • Flexible (can be used by any group or industry)
    • Enjoyable
    • Entertaining
    • Unpredictable
    • Fun
    • Improves retention
    • Competitive
    • Promotes discussion
    • Comprehensive

    Contents:

    • Game board and box Game pieces
    • Game question cards Program announcements
    • Game rules and regulations Facilitator instructions
    • Blank game cards to print out your own questions

    Investment: $199.00

    Challenge game board, facilitator's guide, games pieces, and your choice of one subject card deck: "Customer Service" or "Sales Training"

    Additional Question Cards: PDDC-TTC08557 -- 150 Subject Question Cards on "Customer Service" ......$50.00 PDDC-TTC08558 -- 150 Subject Question Cards on "Sales Training" .....$50.00 -- PDDC-TTCBLNK -- 150 Blank Question Cards for "customization"

    Purchase $199.00 (Customer Service)

    Purchase The Challenge Game (Customer Service) for $199.00.

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    Purchase The Challenge Game (Sales Training) for $199.00.

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    Purchase additional (150) Challenge Game (Customer Service) Question Cards for $50.00.

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    Purchase additional (150) Challenge Game (Sales Training) Question Cards for $50.00.

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    Purchase (150) Challenge Game (Customizable Blank) Question Cards for $50.00.

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    Customer Service Activities for Training - 3-Ring Binder

    Objective: To supplement and support customer service training
    Audience: All levels of customer service staff
    Time Required: Ranges from 10 minutes to 1 hour per activity

    Encourage your customer service representatives to answer, learn about, and reflect on the key questions that will help them to deliver exceptional service. Customer Service Activities for Training is a collection of 38 activities, assessments, role plays, and action plans that address 5 critical questions:

  • Who are our customers?
  • Why are they our customers?
  • What's my role in the service process?
  • What makes customers frustrated - or delighted?
  • What practical steps can I take to improve service?

    Generic enough to use with any type of industry and successful with all types of customer service personnel, the exercises are automatically and completely relevant because participants use their own examples and experiences.

    Customer Service Activities for Training is perfect for:

  • Customer service training sessions
  • Service team meetings
  • Team interventions to help celebrate a success or learn from a mistake.

    Most of the activities are short, typically under 20 minutes. Neatly organized in a 3-ring binder, each activity includes detailed, easy-to-follow instructions, checklists, worksheets, reproducible participant handouts, and discussion points.

    Customer Service Activities for Training / $139 / Code #PDDC-HRDQ0708E1AB

    Purchase Customer Service Activities for Training for $139.00.

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    Demanding Customers: Customer Care Made PERFECT - VIDEO

    Demanding CustomersAim
    To give all types of customer-facing staff the rules for achieving customer satisfaction, even when handling the most demanding people.

    The video
    Demanding Customers is an amusing video that demonstrates the techniques for making demanding customers satisfied. Several realistic scenarios draw on the everyday experiences of front-line staff and the different characters they face up to: Mr Snappy, Mrs Picky, Mr Yappy, and Ms Flash.

    In a wrong-way scenario, the video shows how easy it is to enrage and frustrate these demanding customers. When the staff adopt the PERFECT technique by being polite, efficient, respectful, friendly, enthusiastic, cheerful, and tactful, they manage to change the outcome.

    The simple but effective lessons are highly memorable and easy to adopt. They are put into practice at all levels across any organization that deals with customers.

    Features and applications:

  • Integrates with and supports any customer-care course
  • Entertaining and easy-to-follow video
  • Effective guide, ideal for role-plays
  • Four separate scenarios tackling key customer-service skills

    Learning resource pack includes: Video (25 mins)
    Course Leader's Guide
    Delegate worksheets on disk
    Powerpoint slides
    Self-study workbook on disk

    Prices:
    Purchase: $999.00 on DVD

    Item #PDDC-ALGDEM100C

    John Cleese Business Training DVD.Click Here to see a preview!

    To Purchase Demanding Customers – Dealing with Awkward Customers Video - $999.00 - DVD

    Quantity:      

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    Ed Buys a Hat

    DVD $100.00/$325.00 (Item#PDDC-ARCHAT1)


    The video
    Ed (Academy Award winner James Dunn) goes to buy a new hat at the insistence of his wife. He stops in at a hat store. Two salesmen are gossiping. They barely stop to help Ed. They even continue while helping Ed. Ed's wants are ignored along with his comments until he becomes so irritated he blows up at them and starts to leave. Another salesman steps in and appologizes and starts talking to Ed about hats. The last salesman seems to have Ed's best interests at heart. He doesn't try to "sell" Ed a hat. After considering Ed's needs first, the saleman chooses a hat that he thinks will work for Ed. Ed has been made comfortable, the salesman has been attentive, a good fit has been made between Ed and his new hat. This is the best of all retail results: A customer has been satisfied and a sale has been made.

    Ed Buys A Hat Discussion Questions:

    1. Have you ever been irritated by inattentive Salespeople?

    2. Have you ever voted with your feet and walked out of a store?

    3. What should be the focus of a salesperson?

    4. Do you "only" sell what the customer asks for?

    5. Did the last salesman save the sale? The customer? Both? How?

    6. How did the last salesman close the sale?

    7. Would you buy something from the last salesman? Why?

    8. Do you think Ed came back to this store for another hat?

    Ideal for Sales Training, Retail Sales Training, Customer Service, and Service Recovery. This video is a classic training film re-edited for today's market.

    This video production has an online preview. Visit our online preview page to view a sample of this program and other training videos. Click Here!

    Length: four and a half minutes.

    To purchase DVD video $325.00

    To rent DVD $100.00

    You may rent Ed Buys a Hat on DVD for $100.00 (Please, call with your training dates - 1-253-759-6639).

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    You may purchase Ed Buys a Hat on DVD for $325.00.

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    How To Lose Customers Without Really Trying - DVD

    WHAT'S IT ALL ABOUT

    This program clearly demonstrates that the same guidelines for keeping customers satisfied apply in different situations, from sales to service to a retail checkout or reception desk. Customers can be trying; and not all customers are pleasant. It's easy to put customers off just by being aggressive or defensive. But it is vital to treat them all as personal guests, making them welcome and indulging their whims.

    In various realistic scenarios, staff resort to attacking behavior - by being patronizing or superior - or defensive behavior, where they ignore customers altogether or fail to accept responsibility. These humorous sketches lay the foundation for customer care and provide a concrete set of behavioral rules to make customers keep coming back. They provide a memorable demonstration of the dos and don'ts of customer care, which include finding a real need behind a request, agreeing on a solution with a customer, and seeing things through to a successful conclusion. 32 minutes

    Item #PDDC-ALGHOWLO

    PRICES

  • Purchase $999.00 - DVD

    John Cleese Business Training DVD.Click Here to see a preview!

    You may purchase How To Lose Customers Without Really Trying on DVD for $999.00.

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    If Looks Could Kill: The Power of Behavior - DVD

    If Looks Could KillAim
    To ensure front-line staff learn how their behavior can be used to improve customers' attitudes, and create new sales opportunities.

    The video
    How people behave when dealing with customers or colleagues can determine the success or failure of each interaction. In this humerous detective case, careless communication had a fatal result. At the doctor's, at the shoe shop, in the post office, and at the station, a customer was driven to distraction by careless behavior. A detective must piece together a customer's movements to see how several suspects' behavior led to his demise.

    Three key pieces of evidence result from his enquiries:

  • Behavior breeds behavior
  • Behavior is a choice
  • Behavior can be used to help a transaction

    This light-hearted video raises some simple, but key issues, and expresses them in a professional, down-to-earth manner. Any staff seeing this video will learn how to deal with customers by being professional and choosing their behavior. Personal problems and prejudices should be hidden, and customers should be welcomed and put at their ease.

    Features and applications:

  • Engaging, amusing and realistic scenarios
  • Structured analysis of front-line behavior
  • Suitable across a range of industries for all levels of staff
  • Written by behavioral expert Dr Peter Honey

    Learning resource pack includes: Video (28 mins)
    Course Leader's Guide
    Delegate worksheets on disk
    Powerpoint slides
    Self-study workbook on disk

    Prices: Purchase: Video $999 - DVD

    John Cleese Business Training DVD.Click Here to see a preview!

    Item #PDDC-ALGIFL180C

    To Purchase If Looks Could Kill Video - $999.00 - DVD

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    An Inside Job: Meeting Internal Customer Needs - DVD

    An Inside JobAim
    To demonstrate why and how people across a customer-facing organization must put internal customer care into practice.

    The video
    Everyone in an organization forms part of a 'customer-service chain', which leads from dealing with customers right through the business. In a hotel scenario, an investigator is called in to investigate mis-management, and identifies how people in departments, not dealing with customers, are actually letting external customer service down.

    Three steps to creating an effective internal customer perspective are identified:

  • Identify your internal customers
  • Consult them about their needs
  • Serve them as though they were external customers.

    Features and applications:

  • Suitable for everyone in a customer-focused industry
  • Simple three-step process for adopting and motivating internal care awareness

    Program includes:
    Video (23 mins)
    Course Leader's Guide
    Delegate worksheets on disk
    Powerpoint slides
    Self-study workbook on disk

    Prices:
    Purchase: $999 - DVD

    John Cleese Business Training DVD.Click Here to see a preview!

    Item #PDDC-ALGINS068C

    To Purchase An Inside Job: Meeting Internal Customer Needs Video - $999.00 - DVD

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    Internal Customer Service Assessment - Assessment/Instrument

    Objective: To evaluate and improve internal customer service skills
    Audience: Any employee who serves others within their organization
    Time Required: 1 hour

    As the focus on excellent customer service continues to be a popular trend, there is a growing expectation that employees should receive the same level of service from internal service providers as they would elsewhere. But internal service providers have a bond with their customers that external vendors simply do not share. Because of the complexity of this relationship, internal service providers need to judge their behavior by a new standard.

    Unlike any other assessment available on the market today, the Internal Customer Service Assessment recognizes the differences between internal and external service. This 30-item assessment is designed to help internal service providers evaluate how well they are practicing the behaviors that constitute excellent internal service - and then assists them through action planning to improve those behaviors.

    Internal Customer Service Assessment Preview Pack / $62.50 / Code #PDDC-HRDQ0707E1PR
    Includes: Participant Guide and Facilitator Guide
    Internal Customer Service Assessment Starter Kit / $92 / Code #PDDC-HRDQ0707E1SK
    Includes: 5 Participant Guides and Facilitator Guide
    Internal Customer Service Assessment Participant Guide 5-Pack / $43 / Code #PDDC-HRDQ0707E1S05
    Internal Customer Service Assessment Facilitator Guide / $54 / Code #PDDC-HRDQ0707E1FG

    Purchase Internal Customer Service Assessment Preview Pac for $62.50.

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    Purchase Internal Customer Service Assessment Starter Kit for $92.00.

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    Purchase Internal Customer Service Assessment Participant Guide Five Pack for $43.00.

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    Purchase Internal Customer Service Assessment Facilitator Guide for $54.00.

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    Knock Your Socks Off Service® - Readiness Assessment Series - Assessment/Instrument

    Objective: To assess an organization's readiness to deliver world-class service
    Audience: Customer service managers and employees
    Time Required: 1-1/2 hours each

    Introducing the Knock Your Socks Off Service Readiness Assessment Series. Based on the extraordinarily popular Knock Your Socks Off Service® (KYSOS) book series, this comprehensive tool will provides customer service managers and employees with valuable insight into their organization's ability to deliver world-class service - and helps them create an action plan for improvement.

    The Employee Version, intended for customer service employees, focuses on your employees' perceptions of their abilities - and those of the organization - to deliver KYSOS. The seventy-nine item Manager Version, intended for customer service managers and other organizational leaders, pinpoints developmental areas and helps customer service managers plan for improvement. Used together, there isn't a more powerful tool to diagnose your organization's readiness to deliver KYSOS!

    Participants will learn:

  • the 8 critical dimensions of Knock Your Socks Off Service®
  • how your organization's current service practices, policies, and procedures compare to those of more than 100 other companies
  • how to take their organization's service from ordinary to "Knock Your Socks Off"

    Use the KYSOS Readiness Assessment Series as:

  • an effective gauge of managers' and employees' perception of organizational readiness
  • part of a service management/service quality improvement seminar
  • a stimulus for a discussion and action planning session

    The comprehensive Facilitator Guide covers both the Manager Version and the Employee Version. It includes administration guidelines, descriptions of each dimension, a complete technical section including five research studies on the customer service practices measured by the assessment, sample training designs, overhead transparency masters, and more!

    The Knock Your Socks Off Service® Readiness Assessment Series will guarantee your organization is ready to deliver superior service to every customer, every day!

    Knock Your Socks Off Service® Preview Pack / $71 / Code #PDDC-HRDQ0704E2PR
    Includes: Manager Version, Employee Version, and Facilitator Guide
    Knock Your Socks Off Service® Starter Kit / $133 / Code #PDDC-HRDQ0704E1SK
    Includes: 5 Manager Booklets, 5 Employee Booklets, and Facilitator Guide
    Knock Your Socks Off Service® Manager Version 5-Pack / $43 / Code #PDDC-HRDQ0704E1S05A
    Knock Your Socks Off Service® Employee Version 5-Pack / $43 / Code #PDDC-HRDQ0704E1S05B
    Knock Your Socks Off Service® Facilitator Guide / $54 / Code #PDDC-HRDQ0704E2FG
    Single guide covers both Manager and Employee versions

    Purchase Knock Your Socks Off Service® Preview Pack for $71.00.

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    Purchase Knock Your Socks Off Service® Starter Kit for $133.00.

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    Purchase Knock Your Socks Off Service® Manager Version 5-Pack for $43.00.

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    Purchase Knock Your Socks Off Service® Employee Version 5-Pack for $43.00.

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    Purchase Knock Your Socks Off Service® Facilitator Guide for $54.00.

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    Making Customer Service Count - $525.00 (Item #PDDC-BULEMCSW)

    Turn key seminar workshop, customer service workshop, customers service seminar.

    Many organisations profess to be customer focused. But few actually achieve that result. Yet, there are proven links between the level of customer satisfaction and customer loyalty, and an organisation’s market share and profitability. Thea Foster will guide yout to better customer service and show you why every business needs effective customers service to survive.

    This is a complete turnkey workshop with facilitator's guide, participant guide, overhead slides, and video included.

    Key Learning Objectives:

  • Identify and develop key skills for winning and keeping customers
  • Recognise your customers’ service expectations
  • Understand who are the contributors to customer service
  • Develop a customer service focus within your area at work
  • Develop a customer service action plan
  • Develop an ability to recognise where the service problem really exists: frontline or behind the scenes
  • Discover tools you can use to improve customer service

    The video production portion of this workshop has an online preview. Click Here to see the preview!

    Purchase Making Customer Service Count on CD-ROM/DVD for $525.00.

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    No Complaints? - Complaints And The Customer - DVD

    No ComplaintsAim
    To ensure people learn how to handle complaints and help prevent them from recurring in the future.

    The video
    No Complaints? tackles the link between customer satisfaction and quality, and provides viewers with five steps to solving the customer's problem.

    Set within a retail outlet, front-line staff are facing complaints from internal and external customers. The existing solution is a complaints form, but a member of staff soon realizes that customers need to let off steam, not fill in forms. The staff learns that they must take complaints seriously and show sympathy, since it is difficult to remain angry with someone who is sympathetic. The video shows a number of common mistakes. One staff member handles a complaint, but realizes he must ask questions if he is to be capable of solving a problem. When an accounts clerk comes up with an innovative solution for one of her supplier's payment problems, she agrees on a course of action, but fails to check that it can be carried out.

    The conclusion is that all staff, whether in the front line or not, should be aware of how to deal with the emotions and practicalities of dealing with complaints.

    Features and applications:

  • Suitable for all staff dealing with internal and external customers
  • Amusing drama with realistic scenarios
  • Segmented into five distinct learning steps
  • Reinforces key customer service training techniques

    Learning resource pack includes: Video (24 mins)
    Course Leader's Guide
    Delegate worksheets on disk
    Powerpoint slides
    Self-study workbook on disk

    Prices: Purchase: $999 DVD

    Item #PDDC-ALGCOM536C

    John Cleese Business Training DVD.Click Here to see a preview!

    To Purchase No Complaints? - Complaints And The Customer Video (English) - $999.00 - DVD

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    Customer Service Training Videos and Telephone Skills Training Videos, Customer Service Training, customer training dvds,Telephone Skill Training, telephone skill training dvds, customer service, telephone skills, customer service videos, customer service training videos, difficult customers, difficult customer training videos, customer service training videos dvds assessments, customer service training activities.

    The One to One Future: Building Relationships One Customer At a Time

    NO ISSUE IS MORE CRITICAL TO THE SUCCESS OF YOUR BUSINESS THAN HOW YOU THINK ABOUT YOUR CUSTOMERS!

    International consultants Don Peppers and Martha Rogers, Ph.D., founders of marketing 1:1, have formulated a revolutionary response to the declining effectiveness of old technologies and mass marketing techniques for reaching profitable, new customers. Now the authors of The One to One Future: Building Relationships One Customer At a Time will help you tap emerging technologies to build a marketing program based on key customer identification, satisfaction and retention.

    Tom Peters said the The One To One Future "makes my 'close to the customer' axiom from In Search of Excellence pale by comparison."

    George Gendron, Editor-In-Chief of Inc. Magazine, called it "one of the two or three most important business books ever written."

    Now this breakthrough book has become a breakthrough video. Peppers and Rogers present their radically new way of thinking about business-- a new way to visualize the fundamentals of competition no matter what field you're in. And they do it with simple, persuasive examples from today's businesses that every executive will be able to relate to-- ways that smart companies like MCI, Ritz Carlton, Walden Books and United Airlines are using new information and communications technologies today to gain an edge over their competitors. INCLUDES: Fifteen page discussion guide and one copy of the Don Peppers & Martha Rogers best selling book from Doubleday Currency, The One to One Future: Building Relationships One Customer at a Time

    (NOTE: Book is included only with the purchase of the video.)

    A corVISION Media Release Produced by Kinocraft Productions

    Length: 41 minutes
    Code: #PDDC-CorV65
    Purchase Price: $695.00
    One week rental $150.00

    Also available... The One to One Future, Building Relationships One Customer at a Time, Hardcover book (#PDDC-CorV65BK)-- $22.00

    You may purchase additional copies of One to One Future, Building Relationships One Customer at a Time for $22.00.

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    You may rent The One to One Future: Building Relationships One Customer At a Time on VHS for $150.00 (Please, call with your training dates - 1-253-759-6639).

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    You may purchase The One to One Future: Building Relationships One Customer At a Time on VHS for $695.00.

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    Person-to-Person Skills: Excellence in Customer Service - Series - DVD
    This series of workshops-on-video is designed to improve employees’ success and work satisfaction while improving employers’ profitability and competitive edge by taking advantage of a company’s most costly investment—getting a customer—in the most obvious but most often neglected way—satisfying that customer.

    These programs teach viewers to:

  • Listen
  • Understand
  • Accept the needs, wants, and feelings of customers
  • Communicate their own thoughts and feelings to customers
  • Neutralize and resolve conflicts, both in person and over the phone
  • Face and resolve problems resulting from failure of communication, inadequate service, and errors

    Program consultant and narrator is Pat Coleman, former executive at Honeywell, Munsingwear, and Norwest Bancorporation and president of The Training Company; clients of his highly rated presentations include 3M, General Mills, Honeywell, Control Data. Unisys, and Dayton-Hudson, among dozens of others. Student workbook also included. 9-part series, 20 minutes each.

    Click Here to see a short preview!

    The Series Includes:

  • The Goals of Customer Service
  • Meeting Customer Expectations
  • Body Language in Customer Service
  • Understanding What the Customer Wants
  • Tuning In to the Customer
  • Handling Customer Service Stress
  • Customer Service by Telephone
  • Managing Difficult Situations
  • Superior Customer Service
  • Excellence in Customer Service Workbook

    Item: PDDC-BVL2900
    Format: DVD
    List Price: $2799.95

    Purchase Person-to-Person Skills: Excellence in Customer Service - Series on DVD for $2,799.95.

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    The Goals of Customer Service - DVD
    Ours is increasingly becoming a service economy. It follows that our premiere commodity is customer service. This program describes and defines the problem: what customer service is and what it isn’t; the skills necessary to achieve it; the rationale for improving service; the categories of customer service—decision-making service (helping customers decide), problem-solving service (fixing things), and time-of-purchase service. (20 minutes, color)

    Part of the Series Person-to-Person Skills: Excellence in Customer Service

    Click Here to see a short preview!

    Item: PDDC-BVL2901
    Format: DVD
    List Price: $374.95

    Purchase Person-to-Person Skills: Excellence in Customer Service: The Goals of Customer Service on DVD for $374.95.

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    Meeting Customer Expectations - DVD
    Providing a service is different from producing a product because service is produced at the moment of delivery—a one-time opportunity to satisfy the customer which, once lost, is often lost forever. This program shows what the customer expects in the way of service, and how he or she reacts to both good and bad service. The program also describes the service cycle and the techniques for empowering employees, and illustrates specific techniques for improving tolerance, patience, and helpfulness. (20 minutes, color)

    Part of the Series Person-to-Person Skills: Excellence in Customer Service

    Click Here to see a short preview!

    Item: PDDC-BVL2902
    Format: DVD
    List Price: $374.95

    Purchase Person-to-Person Skills: Excellence in Customer Service: Meeting Customer Expectations on DVD for $374.95.

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    Body Language in Customer Service - DVD
    This program examines the role of posture, eye contact, proximity, tone of voice, and other intended and unintended forms of nonverbal communication. It points out that in customer service, there are no neutral signals, and shows the techniques for sending positive messages by means of head angle, eye contact, tone of voice, and their equivalent for telephonic communication. (20 minutes, color)

    Part of the Series Person-to-Person Skills: Excellence in Customer Service

    Item: PDDC-BVL2903
    Format: DVD
    List Price: $374.95

    Purchase Person-to-Person Skills: Excellence in Customer Service: Body Language in Customer Service on DVD for $374.95.

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    Understanding What the Customer Wants - DVD
    This program deals with the importance of focusing on the customer’s problems, rather than on the service provider’s. It shows how to read the customer’s mood and respond appropriately, demonstrates the distinction between appearance and reality in assessing customer response, and illustrates appropriate and inappropriate responses by the service provider. (20 minutes, color)

    Part of the Series Person-to-Person Skills: Excellence in Customer Service

    Item: PDDC-BVL2904
    Format: DVD
    List Price: $374.95

    Purchase Person-to-Person Skills: Excellence in Customer Service: Understanding What the Customer Wants on DVD for $374.95.

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    Tuning In to the Customer - DVD
    This program offers techniques for hearing what the customer is really saying, in words and with body language. It stresses the importance of listening, shows common barriers to what seems like (but isn’t) an ordinary skill, and explains how and when to express empathy, ask questions, paraphrase, and summarize. It further explains the interpretation of nonverbal signals from the customer; covers such problems as tuning out, interruptions, impatience, and contact overload; and shows when and how to change the subject. (20 minutes, color)

    Part of the Series Person-to-Person Skills: Excellence in Customer Service

    Click Here to see a short preview!

    Item: PDDC-BVL2905
    Format: DVD
    List Price: $374.95

    Purchase Person-to-Person Skills: Excellence in Customer Service: Tuning In to the Customer on DVD for $374.95.

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    Handling Customer Service Stress - DVD
    This program emphasizes the importance of dealing with stress without damage to either oneself or the goal of working productively to provide service: learning to organize oneself, learning to change unacceptable situations, changing one’s approach to problems and situations, and managing deadlines. The program also shows how to manage the stress created by telephonic interaction with customers. (20 minutes, color)

    Part of the Series Person-to-Person Skills: Excellence in Customer Service

    Click Here to see a short preview!

    Item: PDDC-BVL2906
    Format: DVD
    List Price: $374.95

    Purchase Person-to-Person Skills: Excellence in Customer Service: Handling Customer Service Stress on DVD for $374.95.

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    Customer Service by Telephone - DVD
    This program offers some useful tools for using the telephone to communicate with customers, and it highlights some of the things customers find most irritating about phone communication: the unanswered phone, answering without identifying yourself, the customer kept on hold for what seems like forever, multiple transfers to other extensions or people, and so on. (20 minutes, color)

    Part of the Series Person-to-Person Skills: Excellence in Customer Service

    Click Here to see a short preview!

    Item: PDDC-BVL2907
    Format: DVD
    List Price: $374.95

    Purchase Person-to-Person Skills: Excellence in Customer Service: Customer Service by Telephone on DVD for $374.95.

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    Managing Difficult Situations - DVD
    The customer is not always right, but the customer’s needs remain the number one priority. This program moves beyond the fundamentals of good customer service to the problems of dealing with more complex and difficult situations: How do you satisfy customers who want something you cannot give them? How do you work out a deal with a customer when you cannot agree on the terms? What are the most effective ways of dealing with angry customers? (20 minutes, color)

    Part of the Series Person-to-Person Skills: Excellence in Customer Service

    Click Here to see a short preview!

    Item: PDDC-BVL2908
    Format: DVD
    List Price: $374.95

    Purchase Person-to-Person Skills: Excellence in Customer Service: Managing Difficult Situations on DVD for $374.95.

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    Superior Customer Service - DVD
    This program discusses how to put the techniques of customer service into practice. It explains the rationale of providing service to the customer, for the customer saved is the service-provider’s job saved, and the customer pleased is the service-provider’s key to job advancement. Reviewing techniques from the previous programs, this video motivates viewers to implement the lessons of providing customer satisfaction, for the sake of their employers and—in a very direct and immediate way—for their own pleasure and profit. (20 minutes, color)

    Part of the Series Person-to-Person Skills: Excellence in Customer Service

    Click Here to see a short preview!

    Item: PDDC-BVL2909
    Format: DVD
    List Price: $374.95

    Purchase Person-to-Person Skills: Excellence in Customer Service: Superior Customer Service on DVD for $374.95.

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    Excellence in Customer Service Workbook - Paperback Workbook
    This participant workbook and facilitor’s guide contains exercises and suggestions to reinforce the principles and techniques demonstrated in the video series.

    Paperback

    Part of the Series Person-to-Person Skills: Excellence in Customer Service

    Item: PDDC-BVL433
    Format: WORKBOOK
    List Price: $24.95

    Purchase Person-to-Person Skills: Excellence in Customer Service: WORKBOOK for $24.95.

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    Put Customers First - Kit

    Objective: To teach employees how to focus on customers' needs
    Audience: All organizational members
    Time Required: 1 hour

    The customer's place in today's business has never been more secure. They have a virtual seat at every boardroom table and management team retreat. Our "Put Customers First" business simulation is designed to help customer service representatives manage the customer experience. It is about the personal responsibility of customer service representatives and the actions they should take each time they interact with a customer.

    Overview

    People in organizations from retail to government agencies are all talking about, and trying to consider the customer. Why? According to Whiteley (1991), customer service is often the key competitive difference between the successful organization and the unsuccessful one. In an era of fierce competition, where products and services look increasingly alike, and are copied at a dizzying speed, customer service becomes the distinguishing factor.

    The organizations that succeed today are those that have developed the capacity to truly know what customers want. In this demanding environment, the role of the customer service representative takes on increasing significance. It is those employees who interact day after day with customers who are the organization in the customers' eyes. They form the vital link to the customer, becoming a means by which the organization can build lasting customer relationships.

    Development

    As the prominence of customer service in organizations has increased, so has the need for customer service training. Our own customers were telling us that they had a need for more customer service training tools. But the time and depth of the training varied greatly. Sometimes customer service training occurred over two days, sometimes at a one-day seminar, and sometimes in an hour stolen from the middle of the day. What trainers needed was the flexibility of a learning tool that could be administered under a variety of circumstances.

    We developed Put Customers First with these needs in mind. This simulation is quick, and easy to use and understand. We made the conscious decision to target actions that could be taken by any customer service person, regardless of their level in the organization. The tool deals specifically with one-on-one customer service interaction. This type of interaction is the crux of a customer service representative's job.

    Put Customers First Starter Kit / $83.00 / Code #2PDDC-HRDQ101E1SK
    Includes: 5 Participant Booklets, and Facilitator Guide
    Put Customers First Participant Booklet 5-Pack / $36.50 / Code #2PDDC-HRDQ101E1S05
    Put Customers First Facilitator Guide / $43.00 / Code #PDDC-HRDQ2101E1FG

    Purchase Put Customers First Starter Kit for $83.00.

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    Purchase Put Customers First Participant 5-Pack for $40.00.

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    Purchase Put Customers First Participant Facilitator Guide for $43.00.

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    SkillBuilders: 50 Customer Service Activities - 3-Ring Binder

    Objective: To improve customer-related skills
    Audience: Customer service employees
    Time Required: Ranges from 5 - 30 minutes per activity

    Spice up your next customer service training program with SkillBuilders: 50 Customer Service Activities, a creative, engaging, and innovative collection of skill development activities from Lorraine Ukens.

    The activities in this collection stimulate discussion and learning by actively involving all participants. Quick and to the point, these activities deliver powerful messages to your participants - helping them to understand customer expectations and develop the skills necessary to providing quality service.

    The activities cover 8 critical customer service skill areas:

  • Change
  • Communication
  • Data Usage
  • Excellence
  • Negotiation
  • Perception
  • Problem Solving
  • Teamwork

    Designed to strengthen the capabilities of your customer service representatives, SkillBuilders: 50 Customer Service Activities will be a valuable addition to your training library.

    SkillBuilders: 50 Customer Service Activities includes:

  • reproducible participant handouts
  • detailed preparation, administration, and debriefing information
  • discussion questions and ideas for varying the activities
  • easy-to-follow facilitator guidelines
  • handy reference table for pinpointing the best activities for your training needs

    SkillBuilders: 50 Customer Service Activities / $145. 00 / Code #PDDC-HRDQ0703E1AB

    Purchase SkillBuilders: 50 Customer Service Activities for $145.00.

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    SMILE! - Video

    Video $595.00/$250.00 (Item#PDDC-SunSmile1)


    Description:
    Reggie Wilson drives a bus. It’s a thankless job filled with stress, time pressures and difficult customers. So, why does he love it? And, why would busy people actually wait for him to serve them? Because Reggie makes his customers smile!

    Join Reggie on Bus #27 and watch as he transforms a dreary bus ride into an experience his customers look forward to. It's a ride you'll never forget!

    As competition intensifies, companies are striving to create unique experiences for their customers. SMILE! is an example of how each frontline person on your team can make a critical difference. The SMILE! Customer Service Training Program delivers a powerful message - when your associates choose positive attitudes, they can create positive experiences for each customer. SMILE! breaks new ground with its inside-out model. As Reggie says, "There are days I don't feel like smiling or putting up the smile sign, but I have to make a choice about where I want to be with my attitude.” Living inside-out is about making choices. Your people will learn how a positive attitude can be the primary factor in every customer service interaction— for the sake of the customer AND, most importantly, for their own quality of life.

    The SMILE! Customer Service Training Package includes:

    • The SMILE! video, featuring the excellent customer skills of Reggie Wilson, a 17-year veteran bus driver,
    • A 25-page Facilitator's Guide so that any trainer, manager or team leader can conduct a successful training session. Experienced trainers will naturally develop their own uses for the program.
    • 10 SMILE! buttons for your associates

    This video production has an online preview. Visit our online preview page to view a sample of this program and other training videos. Click Here!

    You may rent SMILE! on VHS for $250.00 (Please, call with your training dates - 1-253-759-6639).

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    You may purchase SMILE! on VHS for $595.00.

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    Stop Sucking on Lemons
    Customer Service Training

    Stop Sucking on Lemons Customer Service Training Video

    Stop Sucking on Lemons Customer Service Training Video.Stop Sucking on Lemons
    Learn the following valuable customer service rules that will take you step-by-step towards better customer service in just 21 minutes. Become a 'can do' person by dramatically improving your customer service skills no matter what your position is in the business.


    Stop Sucking on Lemons Customer Service Training Video.The video is hosted by Graeme Alford, a customer service industry guru. For more than 18 years Graeme has not only been teaching costumer service skills, but leads the way by breaking down old myths that have hindered customer service efforts for many years.

    Valuable customer service rules:

  • What is Customer Service?
  • Exploding Customer Service Myths
  • Lifetime Dollar Value of the Customer
  • Handling Difficult Customers
  • Complaint Marketing
  • Precise Communication
  • Confidence & Knowledge

    This is a 21 minute program.

    Item #CBT-BELEMONS

    Purchase $595.00 DVD

    7 Day Rental Price $150.00 for DVD

    FREE Online Preview!
    This video production has a free downloadable online preview, which runs approximately 3 minutes. To view the preview, Click Here!

    You may rent Stop Sucking on Lemons on DVD for $150.00 (Please, call with your training dates - 1-253-759-6639).

    Quantity:      

    You may purchase Stop Sucking on Lemons on DVD for $595.00.

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    Telephone Skills and You

    Telephone Skills and You Telephone Technique Training Video

    Telephone Skills and You Telephone Technique Training Video.Telephone Skills and You
    In everyday life we conduct business on the telephone. Sometimes the telephone call is the first contact the customer makes with your company. It's very easy to fall into some bad telephone habits. In this humorous training program we show you the RIGHT way to give excellent customer service over the telephone.


    Telephone Skills and You Telephone Technique Training Video.Here are a few of the areas covered:

  • Ansering the telephone promptly
  • Treating the customer as you would want to be treated
  • Body language over the phone
  • Transferring calls
  • Message taking
  • Placing calls on hold
  • Going that extra mile to help the customer

    This is a 19.5 minute program with a Facilitator's Guide in .pdf reproducible format.

    Item #PDDC-BETELSKILLS

    Purchase $795.00 DVD

    7 Day Rental Price $200.00 for DVD

    FREE Online Preview!
    This video production has a free downloadable online preview, which runs approximately 3 minutes. To view the preview, Click Here!

    You may rent Telephone Skills and You on DVD for $200.00 (Please, call with your training dates - 1-253-759-6639).

    Quantity:      

    You may purchase Telephone Skills and You on DVD for $795.00.

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    Who Sold You This Then? - DVD

    WHAT'S IT ALL ABOUT

    After-sales service is a key part of customer care. Anyone who deals with customers in a service capacity - be it to make a repair, satisfy a service contract, or to make follow-up or courtesy calls - should be aware that they are representatives of their employer with a responsibility to keep customers satisfied. With the right skills, service employees will make a valuable contribution to the success of your organisation.

    Through humorous drama, and using a character named Charlie, who is a service repair man, Who Sold You This Then, portrays realistic scenarios that are valuable to any staff member in a service role. 20 minutes.

    KEY LEARNING POINTS

  • Staff will appreciate that customers should be kept loyal to the business
  • Staff armed with good service skills will make more customers satisfied, and so improve their own motivation, morale and job satisfaction
  • Keeping customers loyal makes good business sense - existing customers cost far less to retain that attracting new one

    USES

  • Customer Service
  • After-sales Service

    PRICING

  • Puchase: $999.00 DVD

    John Cleese Business Training DVD.Click Here to see a preview!

    To Purchase Who Sold You This Then? Video - $999.00 - DVD

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Tacoma, WA 98407
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Customer Service Telephone Skills Training DVDs, Customer Service Training DVDs, telephone skill training dvds, customer service DVDs, telephone skills dvds, difficult customer training DVDs, customer service training DVDs assessments, customer service training activities, customer service training.Customer Service Telephone Skills Training DVDs, Customer Service Training DVDs, telephone skill training dvds, customer service DVDs, telephone skills dvds, difficult customer training DVDs, customer service training DVDs assessments, customer service training activities, customer service training.











































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