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
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
Click Here to see a preview!
Item #PDDC-ALGINS068C
To Purchase An Inside Job: Meeting Internal Customer Needs Video - $999.00 - DVD
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.
Purchase Internal Customer Service Assessment Starter Kit for $92.00.
Purchase Internal Customer Service Assessment Participant Guide Five Pack for $43.00.
Purchase Internal Customer Service Assessment Facilitator Guide for $54.00.
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:
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
Click Here to see a preview!
To Purchase No Complaints? - Complaints And The Customer Video (English) - $999.00 - DVD
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.
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).
You may purchase The One to One Future: Building Relationships One Customer At a Time on VHS for $695.00.
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:
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Purchase Put Customers First Participant 5-Pack for $40.00.
Purchase Put Customers First Participant Facilitator Guide for $43.00.
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:
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.
Angry Customers and Call Effectiveness
Here are just some ot the points covered:
Bear with us and learn:
Beyond Words: B2B Customer Service and Sales Series. 
Aim
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.
Aim
Aim
Aim
Stop Sucking on Lemons 
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. 
Telephone Skills and You 
Here are a few of the areas covered: 
