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Banking Customer Service

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Who Cares? - DVD

Best-Seller!

Government version also Available

Free Online Preview

“Customer service just isn’t what it used to be.” That statement can’t be supported with statistics but not many people would argue it. The GOOD news is that organizations offering EXCELLENT customer service now have a greater competitive advantage than ever before!

Who Cares?, the new training program that can play a critical role in giving your organization just such an advantage! We’ve identified and illustrated the four simple but critical cornerstones of excellent customer service:

 

  • Greet the customer
  • Respect the customer
  • Listen to the customer
  • Really help the customer!

In reality, most customer service representatives really do care. But they often neglect, or fail to remember those basic behaviors that send that caring message to your clients. It’s also too easy for them to forget the important role they play in your organization’s success. Who Cares? provides both the information and inspiration your staff needs to provide winning customer service.

Program Synopsis: An engaging host provides narration between a wide variety of realistic and thought-provoking customer service scenes. The viewer is reminded to put themselves in the customer’s shoes as “wrong way” and “right way” service examples are provided. Retail, hospitality, food service, banking and government settings along with man-on-the-street commentaries provide an informative and fast-paced training experience.

Program Includes: A 21 minute DVD or VHS video, comprehensive leader’s guide, PowerPoint Presentation on CD-ROM and Who Cares?, handbook and leader’s guide.

 

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WAYMISH - DVD

Release - 2009

Free Online Preview

A customer approaches your place of business, fully intending to buy something. Then, it happens…something frustrates the customer to the point where she changes her mind and leaves without spending a dime. The "it" is a "WAYMISH" and 2 out of 3 times, it results in the permanent loss of a customer.

WAYMISH is an acronym for: Why Are You Making It So Hard…for me to give you my money? It represents all the slights and indifferences made by employees and organizations that lead customers to believe that you don't really want their business. Things like not listening to what the customer is saying, putting policies ahead of common sense, not attempting to resolve complaints, etc.

Can you afford to create unhappy customers that take their business elsewhere?

Eliminate WAYMISHes and keep customers with this superb customer service program from CRM Learning. Hidden-camera footage reveals service providers in retail, hospitality and banking committing all-too-common WAYMISHes. Then, the show's folksy host walks these employees through the things they can say and do to convey genuine service excellence.

Your trainees will love the way the show's host is COMPLETELY on their side--not trying to embarrass, not trying to preach--just suggesting new more effective ways to handle customer situations.

Skill points include:

  • Quickly Acknowledge Customers
  • Listen Carefully
  • Fix Problems on the Spot
  • Find a Way To Say Yes
  • Coach Each Other
  • Remember that being of service to all customers "IS your job"

The Supervisor Show component plays off the main show and further helps supervisors understand the unique role they play in setting the right tone and working with employees to prevent WAYMISHes. 

Content:

  • DVD of WAYMISH
  • DVD of WAYMISH: The Supervisor Show and The WAYMISH Factor Meeting Opener
  • printed Leader's Guide for WAYMISH with reproducible participant worksheets
  • CD-ROM with WAYMISH PowerPoint Presentation and printable PDFs of participant worksheets
  • CD-ROM with The Supervisor Show PowerPoint Presentation, PDFs of printable Leader's Guide and participant worksheets
  • 10 WAYMISH-Buster Employee Handbooks
  • 10 Reminder Cards
  • 1 copy of the book WAYMISH by Ray Considine and Ted Cohn

Length: Main show 18 minutes, Supervisor Show 10 minutes

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Customer Service Zone - DVD

Produced - 2007

Customer Service Zone Free Preview

In the galaxy of customer service, Curt Hinderman’s lost in space. Until one dark night, when his car breaks down en route to a mandatory training session, and the tables are turned as he finds himself needing urgent help from his customers. Aided by the mysterious Angela, Curt discovers the essentials of great service – while taking your audience on a journey of discovery.

As this fresh, entertaining tale unfolds, you’ll find your audience completely absorbed by the learning points, while training becomes simple yet highly effective. Enjoyable and easy-to-use, Customer Service Zone is an essential resource for all organizations serving customers. 

Key Learning Points:  

  • Welcome: immediately greet customers in a friendly and professional manner
  • Hear: ask customers how you can help, and listen carefully
  • Accomplish: own the issue and take action until customers’ needs are satisfied
  • Thank: thank customers and invite them to return
  • W.H.A.T. makes great customer service!

Customer Zone is an excellent customer service training and can be used for:

  • Corporate customer service training program
  • Retail customer service training program
  • Restuarant customer service training program
  • Healthcare customer service training program
  • Bank customer service training program

Program includes: 18 minute DVD or VHS 50+ page leaders guide on CD with sample agendas, PowerPoint presentation; activities, closed-captioning and more.

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Cliff's Customer Service Adventure - DVD

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

In this program, our hip host Cliff takes us through some awful but all-too-common service scenarios in a fast food restaurant, a bank, a computer store, a hotel, a video store, and a department store. Throughout these scenarios, Cliff maintains his sense of humor while giving tips to transform service into a more positive experience for the provider and the customer.

At the end of the day Cliff and several other service providers demonstrate conscientious, problem-solving customer service skills. As Cliff says, "making your corner of the world a friendlier place can be fun."

Young and Young-at-Heart service providers learn to:

  • Empathize with the customer
  • Assess how their business environment influences the customer
  • Identify the needs of the customer
  • Use polite and friendly behavior when addressing customers
  • Practice effective ways to solve customers' problems

Program includes: A 13 minute DVD or VHS, Leader's Guide and Training Aid Poster (25-1/2" x 18")

Online Training Option

  • Pricing - $9.95 per user
  • Minimum order - $500
  • Users receive a post-test and certificate of completion. You set the test’s passing grade.
  • You get an Administrator’s Page that shows who has logged on to take the training and the test score of each viewer.

Please contact us by email if you have more than 1000 users for special pricing options.

Note: When you order the online training version of this program, our shopping cart will show 50 items listed (minimum number of participants) for $500, each additional participant/item added is $9.95

  • Cliff's Customer Service Adventure - DVD $695.00 [Add to Cart]
  • Cliff's Customer Service Adventure - DVD Rental $275.00 [Add to Cart]
  • Cliff's Customer Service Adventure - DVD Preview $0.00 [Add to Cart]
  • Cliff's Customer Service Adventure - Online Course $9.95 [Add to Cart]
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It's All About Culture - DVD

Free Online Preview

The culture of any workplace is shaped by its people. It’s always unique, because people are unique, and as personnel changes in a workplace, so too does the culture – often in small, but significant ways.

The elements that build a workplace culture are common to all places of employment, and they permeate all aspects of operations, as well as impacting on image, within organizations and outside of them. Creating and building an appropriate and positive workplace culture is paramount to success. This program covers important aspects of identifying, building and changing a workplace culture. We hear from three different organizations about their corporate cultures – multimedia games designer and developer Firemint, surf and ski wear giant Oakley; and Australia’s Bendigo Bank. It is an ideal resource for prompting thought, discussion and action on this important topic.

Duration 21 minutes
Captions No
Recommended Year Level College
Year 2009