Customer Service Training

Patient Diversity: Beyond the Vital Signs - DVD

Spend the afternoon in almost any hospital and you'll discover the challenges of providing - and receiving - medical care in this increasingly diverse era. That's the lesson delivered in Patient Diversity: Beyond the Vital Signs. Learn more

Beyond the Basics: More on Incoming Calls - DVD

This program helps viewers cross the line from adequate handling of incoming calls to mastery of the telephone as a business tool. Learn more

Little Things Mean Everything: An Animated Meeting Opener - DVD

This piece shows our intrepid salesperson finding the key to success by remembering the little things. His "bear" of a customer turns into a gentleman and gives our hero more orders and other goodies.

Includes: DVD Only / Length: 2 minutes

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Serving Customers — Helping People - DVD

Also Available for Online Video Streaming

In this customer service video, you'll learn these rules by watching them in action within a dental office, an auto dealership, and a hardware store. You'll also view scenes in a medical practice and a utility company depicting do's and don'ts for great telephone customer service. Learn more

50 Activities for Administrative, Secretarial, and Support Staff

One of the few resources that addresses the unique needs of support professionals

By Elizabeth Sansom and Christine Newton

This manual of activities is written for support staff – the unsung heroes and heroines of organizations who often are the ones for whom there is no training budget. Or who can not be spared from their work to spend time in training.
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Just Incredible! A Customer Service Story 2nd Edition - DVD

Free Online Preview

Customer service training is obviously not new, but smart companies are always looking for refreshing new approaches that reinforce service techniques and inspire commitment among front-line personnel. Learn more

Customer Service Zone - DVD

Produced - 2007

Customer Service Zone Free Preview

In the galaxy of customer service, Curt Hinderman’s lost in space.

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Customer Service Toolkit - DVD

New Release (2006)

Customize Your Training with 72 Situation-Specific High Quality Video Clips

Finally, an affordable video clip library with enough variety to help you build customer service training courses unique to every type of trainee. Learn more

50 Activities for Sales Training

Novice and experienced salespeople alike will benefit from these activities which focus on strengthening essential selling skills. Learn more

How to Connect in Business...in 90 seconds or less - DVD

Free Online Preview Available!

How to Connect in Business...in 90 seconds or less is a fun and motivational training program that will teach your employees how to naturally make a genuine connection with everyone they meet.

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Just A Call Away 5-Part Series - DVD

One of the Best Customer Service / Call Center Telephone Skills Training Programs Availalbe!

Get more out of each call by using the proven strategies and techniques in these five action-packed videos. Learn more

Remember Me? - DVD

If you could purchase just one customer service training program, this would be it. It's a 10-minute gem that's easily adaptable to current training programs. It's also an ideal training tool around which an entire training program can be developed. Either way you'll have unforgettable customer service training at your disposal.

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Call of The Mummy - DVD

This course is also available for online training, see details below. 

In today's competitive marketplace, even just one bad experience can cause a customer to take their business to another company. Learn more

Customer Service Best Practices - Book

This practical new resource book includes 38 carefully chosen articles, training tools, case studies and job aids that you can use to positively impact your customer service through training, benchmarking, and new processes. Learn more

Max and Max - DVD

This is part of The Covey Leadership Library

Meet Max, a recent college graduate, full of talent and ideas. And meet Max, a purebred Golden Retriever, eager to do his master's bidding. What do these two have in common? Learn more

How to Connect in Healthcare...in 90 seconds or less - DVD

In healthcare as well as life, the failure to build trust and rapport can be insurmountable, while the rewards of a good first impression and positive connection are almost immeasurable.

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An Invisible Man Meets the Mummy (Healthcare Version) - DVD

Learn how to unwrap healthcare employees from the red tape that has kept them from providing effective, efficient service throughout your organization in this entertaining video that presents a lighthearted look at the rights and wrongs of customer service. Learn more

General Hospitable - DVD

General Hospitable is filled with customer service tips your staff can put to use immediately. But more than just teach specific skills, it provides your healthcare team with a vision of what your facility can be when everyone sets their sights on consistently delivering top quality care to your patients.

 

 

 

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Customer Service Starter Library - DVD

Give your customer service people the head start they deserve with the new Customer Service Starter Set. Learn more

Life’s Lessons: Customer Service - DVD

Meeting Opener

Simple, inspiring and thought-provoking wisdom from across the ages is presented through gentle and visually arresting animation and moving music. Learn more

El Poder de la Atencion al Cliente - DVD

This DVD comes with an audio CD and a book and provides the basics needed in any organization to help improve customer service. It is not a lot of theory. In fact, it is just the opposite; a DVD training program that's loaded with do-it-now skills that can be put to work immediately. Learn more

Superior Client Service for Financial Institutions: Trainer's Package (Kit)

Give your service personnel the cutting-edge skills they need to move their phone performance from “good” to “superior.”

This complete training program makes it easy to teach any number of employees the interpersonal communication skills needed to create superior interactions with financial clients. While the materials focus on providing service by phone, many of the concepts translate readily into face-to-face interactions.

The ideal training program for financial institutions

Here is the training program you need to develop the skills and effectiveness of customer service representatives in large-volume phone units as well as anyone else who speaks by phone with internal or external clients, including:

• Service managers
• Front-line accounting specialists
• Help Desk personnel
• Back-office personnel
• Internal specialists

Accelerate the mastery of key skills practiced by the industry’s best

The program is organized around seven practical areas that address the most challenging issues your employees face:

• Essentials of superior client service
• Voice mail
• Superior service delivery
• Challenging calls
• Responsive problem recovery
• Special situations
• Communication with internal clients

Your employees will learn:

• What makes the difference between adequate, good and superior performance
• How you say what you say is as important as, and sometimes more important than, what you say
• How to avoid being coaxed into making exceptions that can be bad for the company or the client or might be a violation of policy or regulation
• What to do when explaining complex information and the client doesn’t follow
• How to use what they know about the client’s history from the system and from what the client says
• And much more

Designed for easy and flexible implementation

Superior Client Service for Financial Institutions can be delivered by trainers, supervisors, team leaders and managers in two days or seven 90-minute to 2 hour sessions. The Tell-Show-Do approach helps employees quickly grasp and apply key principles and can easily be modified to fit your organization’s policies and culture:

• The Trainer’s Guide provides the “Tell.”
• The multimedia CD accompanying the guide is used as the “Show” or demonstration.
• Two kinds of “Do” exercises are recommended: Quick classroom exercises involving role-play and extended exercises occurring outside the formal classroom and using real-life examples, call monitoring and/or a phone lab.

Package includes: Trainer’s Guide / PowerPoint Presentation / 5 Participant’s Booklets / 5 Coaching Handbooks / 5 Multimedia CDs

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Sales Effectiveness Profile - Package of 5

In an increasingly competitive world, an effective salesperson needs a wide variety of skills and competencies in order to be successful. These skills and competencies include the ability to: Learn more

Smile! - DVD

The program is a fun, entertaining way to start any meeting. After a short ride on the #27 with Reggie, your people will be ready to work with you to explore creating a SMILE! culture in your company or organization.

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Customers With A Difference - DVD

This course is also available for online training, see details below.

Part of the Just A Call Away Series on telephone skills.

Encourage your customer service agents to take up the challenge and stretch their comfort zone when dealing with customers who may have a different culture or even first language.

Taylor works in a busy international freight company. Learn more