Angry Customers and Call Effectiveness
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.
Here 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 $695.00 for VHS/$795.00 for DVD (specifiy with ordering).
7 Day Rental Price $200.00 for either VHS or DVD (specifiy with ordering).
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 VHS for $200.00 (Please, call with your training dates - 1-253-759-6639).
You may rent Angry Customers and Call Effectiveness on DVD for $200.00 (Please, call with your training dates - 1-253-759-6639).
You may purchase Angry Customers and Call Effectiveness on VHS for $695.00.
You may purchase Angry Customers and Call Effectiveness on DVD for $795.00.
The BEAR Essentials of Business - Complete Learning Package with VHS/DVD/CD-ROM and Guide
Paws and learn The Bear Essentials of Business!
Video $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 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.
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 / $118 / Code #PDDC-HRDQ0701E2SK
Includes: 5 Participant Guides and Facilitator Binder
Customer Service Star Preview Pack / $81 / Code #PDDC-HRDQ0701E2PV
Includes: Participant Guide and Facilitator Guide
Customer Service Star Participant Guide 5-Pack / $43 / Code #PDDC-HRDQ0701E1S05
Customer Service Star Facilitator Binder / $81 / Code #PDDC-HRDQ0701E2FG
Expanded 3-Ring Binder w/companion CD-ROM
Purchase Customer Service Star Starter Kit for $118.00.
Purchase Customer Service Star Preview Pack for $81.00.
Purchase Customer Service Star Participant Guide 5-Pack for $43.00.
Purchase Customer Service Star Facilitator Guide for $81.00.
Video - $165/$695 Item#PDDC-LCDCAM0014)
This video is ideal for employees who do not realize that others within the organization are in fact their customers. Your employees will learn to provide the same level of service to internal customers as they would to paying clients.
Key Training Points:
How to make coworkers feel like valued customers
How to keep deadlines and make realistic commitments that stick
How to listen, ask questions and improve relations with internal customers
Length: 21 minutes
Includes Training Leader’s Guide
Closed Captioned
Item # PDDC-LCDC AM0014
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!
Rental $165.00
Purchase $595.00
You may rent But I Don't Have Customers on VHS for $165.00 (Please, call with your training dates - 1-253-759-6639).
You may purchase But I Don't Have Customers on VHS for $595.00.
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.
Purchase The Challenge Game (Sales Training) for $199.00.
Purchase additional (150) Challenge Game (Customer Service) Question Cards for $50.00.
Purchase additional (150) Challenge Game (Sales Training) Question Cards for $50.00.
Purchase (150) Challenge Game (Customizable Blank) Question Cards for $50.00.
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.
Video - Purchase $650.00, Rental 7 Days $165.00 (Item#PDDC-COACUS003-VTK)
This Trainer’s Toolkit® details a simple process which takes an unpleasant situation and turns it into a positive interaction. Employees will learn how to quickly diffuse angry customers.- Perfecting listening skills
- Creating a customer service "rescue"
- Diffusing emotions of unhappy customers
The toolkit contains the video program, Customer Service: Difficult Customer ALERT, 50 employee handbooks, an expanded leader’s guide, and a laminated poster. Item #COACUS003-VTK; 22 minutes; purchase $650; 7-day rental $165. CD-ROM also available.
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 Customer Service: Difficult Customer Alert on VHS for $165.00 (Please, call with your training dates - 1-253-759-6639).
You may purchase Customer Service: Difficult Customer Alert on VHS for $650.00.
Video - Purchase $650.00, Rental 7 Days $165.00 (Item#PDDC-COACUS001-VTK)
Great service is alive and well. This new Trainer’s Toolkit® covers the five rules of exceptional customer service and demonstrates to employees how easy it can be to make guests feel like royalty. - Pro-active customer service
- The secrets of "guest relations"
- Everyone is a "customer"
The toolkit contains the video program, Customer Service: The Royal Treatment, 50 employee handbooks (Call 1-253-759-6639 to purchase additional handbooks and posters), an expanded leader’s guide, and a laminated poster.
Item #COACUS001-VTK; 19 minutes; purchase $650; 7-day rental $165.00.
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 Customer Service: The Royal Treatment on VHS for $165.00 (Please, call with your training dates - 1-253-759-6639).
You may purchase Customer Service: The Royal Treatment on VHS for $650.00.
Video - Purchase $695.00, Rental 7 Days $195.00 (Item#PDDC-COADIV004-VTK)
Welcome back to Diversity Diner! This follow-up to the best-selling and multi-award-winning Diversity: Food for Thought further emphasizes the need to understand diversity. While Diversity: Food for Thought stressed valuing differences among employees, The Diversity Advantage: Food for Thought explores the positive economic benefits of a diverse workforce. Get reacquainted with the diner’s owner Dom, waitress Toni and short-order cook Phil from Diversity: Food for Thought. As Dom and some of his patrons become involved in discussion we learn valuable lessons about diversity and how “differences” create the “strengths” that every organization needs to grow and succeed. This program will engage and enlighten all employees by focusing on these key points:
- Diversity is not a “trend” but the new “reality”
- Common ground
- Cultural differences
- Open communication and constructive feedback
- Respectful disagreement.
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!
This Trainer’s Toolkit contains the video program, The Diversity Advantage: Food For Thought, 50 employee handbooks, an expanded leader’s guide, and a laminated poster (Call 1-253-759-6639 for purchase of additional handbooks, guides, and posters).
Item #COADIV004-VTK; 20 minutes; purchase $695; 7-day rental $195.
For Purchase $695.00
You may rent The Diversity Advantage: Food for Thought on VHS for $195.00 (Please, call with your training dates - 1-253-759-6639).
You may purchase The Diversity Advantage: Food for Thought on VHS for $695.00.
Video - Purchase $695.00, Rental 7 Days $195.00 (Item#PDDC-COADIV002-VTK)
This new Trainer’s Toolkit® will teach your managers and employees that when differences are valued, discrimination decreases and productivity increases. The unique video program, which takes place in a diner, uses the conversations between the owner and his diverse customers to emphasize the importance of understanding and accepting individual differences.
- Respecting individual differences
- Importance of open communication
- Dealing with conflict
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!
This Trainer’s Toolkit contains the video program, Diversity: Food For Thought, 50 employee handbooks, an expanded leader’s guide, a laminated poster, and 5 menu reminder cards (Call 1-253-759-6639 for purchase of additional handbooks, guides, posters, and reminder cards).
Item #COADIV002-VTK; 20 minutes; purchase $695; 7-day rental $195; additional menu reminder cards available ($5.00/pack of ten). CD-ROM also available.
For Purchase $695.00
You may rent Diversity: Food for Thought on VHS for $195.00 (Please, call with your training dates - 1-253-759-6639).
You may purchase Diversity: Food for Thought on VHS for $695.00.
Video $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 VHS video $325.00
To purchase DVD video $325.00
To rent video $100.00
You may rent Ed Buys a Hat on VHS for $100.00 (Please, call with your training dates - 1-253-759-6639).
You may rent Ed Buys a Hat on DVD for $100.00 (Please, call with your training dates - 1-253-759-6639).
You may purchase Ed Buys a Hat on VHS for $325.00.
You may purchase Ed Buys a Hat on DVD for $325.00.
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:
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.
Purchase Knock Your Socks Off Service® Starter Kit for $133.00.
Purchase Knock Your Socks Off Service® Manager Version 5-Pack for $43.00.
Purchase Knock Your Socks Off Service® Employee Version 5-Pack for $43.00.
Purchase Knock Your Socks Off Service® Facilitator Guide for $54.00.
IDTH=85% SIZE=7>
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.
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
This program includes one VHS video and one CD-ROM. The video stands alone AND supports the included materials for use in a workshop setting. The expert speaks in easily understood world-wide English for global distribution.
Workshop CD Content:
Video Presentation of Training Sessions
These full color seminars, featuring experts in the field, provide excellent training. The video may be paused for discussion or additional input from the facilitator.
Facilitator/Trainer Manual
This is a printable file from the CD, and contains specific instructions and hints to presenters on running the course. It is designed to enable presenters to use the video as part of the course, as well as other materials described below. It enables a group to engage in the topic in a full participatory mode. In this way companies can flexibly adjust the materials to their organizations and the individuals taking part.
Flip Charts
These may be copied onto flip charts as used in the video presentations, or other such as computer projection, overhead projection or course notes.
Participant Workbook and Course Notes
This also a printable form. You make your own workbook copies for distribution to your participants -- which saves money. These notes form an integral part of the Video presentation and training. They are meant to involve participants in personal reflection and response, discussions, recording and creative thinking. The video may be paused at key times while these interactions take place.
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!
To purchase both the video and the CD-ROM: $395 (Item #PDDC-BULEMCSW)
Purchase Making Customer Service Work on CD-ROM/VHS for $395.00.
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 - Video/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.
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!
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: VHS
List Price: $2,199.95
Item: PDDC-BVL2900
Format: DVD
List Price: $2799.95
You may purchase Person-to-Person Skills: Excellence in Customer Service - Series on VHS for $2,199.95.
Purchase Person-to-Person Skills: Excellence in Customer Service - Series on DVD for $2,799.95.
The Goals of Customer Service - Video/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
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-BVL2901
Format: VHS
List Price: $299.95
Item: PDDC-BVL2901
Format: DVD
List Price: $374.95
You may purchase Person-to-Person Skills: Excellence in Customer Service: The Goals of Customer Service on VHS for $299.95.
Purchase Person-to-Person Skills: Excellence in Customer Service: The Goals of Customer Service on DVD for $374.95.
Meeting Customer Expectations - Video/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
Item: PDDC-BVL2902
Format: VHS
List Price: $299.95
Item: PDDC-BVL2902
Format: DVD
List Price: $374.95
You may purchase Person-to-Person Skills: Excellence in Customer Service: Meeting Customer Expectations on VHS for $299.95.
Purchase Person-to-Person Skills: Excellence in Customer Service: Meeting Customer Expectations on DVD for $374.95.
Body Language in Customer Service - Video/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: VHS
List Price: $299.95
Item: PDDC-BVL2903
Format: DVD
List Price: $374.95
You may purchase Person-to-Person Skills: Excellence in Customer Service: Body Language in Customer Service on VHS for $299.95.
Purchase Person-to-Person Skills: Excellence in Customer Service: Body Language in Customer Service on DVD for $374.95.
Understanding What the Customer Wants - Video/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: VHS
List Price: $299.95
Item: PDDC-BVL2904
Format: DVD
List Price: $374.95
You may purchase Person-to-Person Skills: Excellence in Customer Service: Understanding What the Customer Wants on VHS for $299.95.
Purchase Person-to-Person Skills: Excellence in Customer Service: Understanding What the Customer Wants on DVD for $374.95.
PTP5
Tuning In to the Customer - Video/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
Item: PDDC-BVL2905
Format: VHS
List Price: $299.95
Item: PDDC-BVL2905
Format: DVD
List Price: $374.95
You may purchase Person-to-Person Skills: Excellence in Customer Service: Tuning In to the Customer on VHS for $299.95.
