 |
 Call Center Training Best-Seller! The Difficult Guest picks up where The Guest, leaves off. Combining outrageous comedy, customer interactions we can all relate to, and a cast of unforgettable characters, this video sets a highly entertaining stage for some solid customer service training on recognizing, understanding and taking care of difficult customers, because sometimes...it's your L.A.S.T chance. Key Learning Points...
Program Includes:
 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:
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.
 One of the best and most sought after Customer Service programs available. No matter how large or small a business is, its success depends on the level of service it delivers to its customers. The choice is ours, do we treat them as an interruption in our day, or as a welcomed guest? THE GUEST uses humor to change the way we see our customers and to remind us that everything we need to learn about great customer service, we already know. Treating customers as guests is as simple as:
Program Includes:
 Government & Healthcare Version also Available! This entertaining program presents a lighthearted look at the rights and wrongs of customer service. It shows that everyone has customers -- internal, external or both -- and there's no place to hide from them. Not even in red tape. Yet without realizing it, many capable people let red tape cloud their vision of what customer service is about. To illustrate this point, we've cast the employee as an inflexible mummy wrapped in red tape. The customer is invisible because the mummy just can't see him. But only temporarily -- because the eight skills for good customer service are soon revealed. Viewers learn how to put the customer first, and are made aware that it's possible to tailor procedures to customer needs without breaking rules. With all the wit and wisdom of CRM's legendary film Remember Me, this film is sure to elevate the quality of your customer service from the inside out. An important training tool for new hires and a valuable reminder for seasoned employees. Participants will learn about:
Program includes: A 19 minute VHS or DVD, Leader's Guide, sample Participant Workbook
 Best-Seller Emotional Intelligence explains why, despite equal intellectual capacity, training, or experience, some people excel while others of the same caliber lag behind. Certain competencies are found repeatedly in high performers at all levels, from customer service representatives to CEOs. As trainers we must find ways to build these talents labeled EQ (emotional intelligence quotient). The 50 reproducible activities in this resource book focus on developing the following set of talents: self-awareness and control, empathy, social expertness, personal influence, and mastery of vision. Selected Contents
 Available in English and Spanish 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. The 3rd Edition has also been expanded to include Meeting Opener and Meeting Closer segments that emphasize the message of Customer Service at it's best.
Program Contents: A 16 minute VHS or DVD with Opener and Closer segments, Leader's Guide, Follow-up Activity Pack, 10 Reminder Cards. Online Training Option:
What Bob Farrell did for customer service in the run away hit Give `em the PICKLE!, he's doing again for leadership with The Leadership Pickles! A fun and exciting new video from Media Partners, The Leadership Pickles! combines Bob's passion for serving others with powerful leadership stories to create a memorable and motivating message for leaders of all kinds. Just as customers need pickles - those special things you do for them to keep them coming back - your employees need their pickles too. They want and need certain things from you as their leader. If they get them, they'll follow you and achieve great things. If they don't get their leadership pickles, their belief and respect for you as a leader may begin to slip. Being in leadership is a tough job. It requires you to be the best you can be. The Leadership Pickles! will inspire you to give your employees their leadership pickles! Program Incudes: A 16 minute video or DVD, 1 50 sheet Pickle Sticky Pad, 10 Pocket Reminder Cards, 1 Gold Pickle Lapel Pin, 5 Green Pickle Lapel Pins and 1 Leader's Guide on CDRom
 This program is also available for online training -- See details below. Customer service interactions can be complex under the best of conditions. Add issues of language, race, gender, religion, age or disability into the mix, and we often find otherwise competent employees acting in ways ranging from mildly inappropriate to inexcusably rude. The customer demographics for most organizations are changing in such a way as to increase the diversity of the populations we serve. This makes it imperative that we improve our customer service training so as to prepare employees to meet the challenges this diversity can present. Simple platitudes about the customer being "number one" or providing "first class service" are not enough. We must work on the values and skills employees need to meet or exceed the expectations of ALL their customers. The 5 Values of GREAT Customer Service presents a values-based training approach to meeting this challenge. The program component, when taken together with the exercises and activities in the facilitation guide, offers a comprehensive approach to developing customer service relationships built on a foundation of respect. By viewing the program and working through the support materials, participants will...
Program Includes: A 24 minute DVD or VHS, Facilitator's Guide and reproducable handouts. Online Training Option: This program is also available over the web or over your company’s network. This option makes it is easy for you to deliver video to any employee’s desktop at any location with web access. The online program includes:
 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.
Program Contents: A 20 minute AVHS or DVD and Leader's Guide
Online Training Option:
 Providing Exceptional Service in Government This important program illustrates how bureaucratic systems and procedures, however necessary to workflow, can get in the way of providing the level of service - and respect - the public requires. It's a valuable journey into attitudes and assumptions, a realistic look at the day-to-day public sector workplace that is full of customers anxious about the help they need and well-meaning CSRs hampered by inflexible rules. In addition to the vignettes that take place in office settings with actual service "windows," the scenario of our forlorn friend stuck on the side of the road with his stalled auto also demonstrates the need for good government customer service. When a County Works truck comes along, our "customer" thinks he's saved. But this government worker only lets our friend know he's blocking the road and should move immediately, without offering assistance. There's nothing quite so powerful as viewing circumstances from the other person's perspective. This is the true value of The Other Side of the Window: Providing Exceptional Service in Government. Program Contents: A 13 minute VHS or DVD including Meeting Opener, Closer and Discussion segments, Leader's Guide, 10 Reminder Cards
 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. The book contains exercises that may be completed while watching the DVD. The audio CD provides yet another way to reinforce the material. Customer service comes from the inside of an individual. It comes from the desire to provide good service to everyone - whether they are a customer, co-worker, friend or relation. Using the "three C's" of good customer service - Concern, Communication, and Competence, leading customer service expert Dr. Paul Timm brings to life the skills needed to enrich any customer service relationship. "To survive in the competitive market place of the new millennium we must treat customers like they are members of our family. A positive customer relationship is the key at any level of any organization.," says Dr. Timm. This program comes complete with DVD, audio CD and book. 45 minutes.
 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? Mr. Harold -- a shortsighted manager who uses the same control style of leadership with both man and dog. An approach that inevitably leads to cynicism and frustration. An approach that disempowers. This workshop is about empowerment. It's designed to increase leaders' awareness of the waste of human potential within organizations, and to help create a culture that fosters independent initiative, creativity, and resourcefulness. Included is an introduction and summarizing insights by Dr. Stephen R. Covey, founder and chairman of the Covey Leadership Center and best-selling author of The 7 Habits of Highly Effective People Trainers will be able to apply this film in training for empowerment, team building, leadership skills, stress management and customer service. Program Contents: A 20 minute VHS or DVD, 5 Participant Guides
 This course is also available for online training, see details below.
How would you respond if told that only 25% of the time spent in any given process adds value to your product or service? Rath & Strong's John Guaspari and Edward Hay present a simple, but effective concept - don't spend time on anything that has no value in the eyes of the customer. That's exactly what you'll learn with this breakthrough video on increased productivity and customer service: how to look at a process to identify which steps add value and which do not. Once the non-value-added time is removed or reduced, your managers and employees will deliver products and services to the customer faster, achieve higher levels of quality and put your organization so far ahead of your competitors they may never catch up. Time: The Next Dimension of Quality is for everyone in all organizations large and small who want to serve the customer better, be more competitive, and make breakthrough improvements in "Quality" performance. Viewers will learn how to:
Includes: 18 minute VHS Video or DVD and Leader's Guide.
Online Training Option
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
 Fast paced, energetic and loaded with excitement...the What do you Say? Training program puts employees on the hot seat as they are challenged with more than 30 awkward, intimidating, sometimes overwhelming customer situations. It then provides realistic, practical answers that they can use on the job immediately. Delivering up another large dose of fun... the What do you Say? Card Game is grounded in the real world. Employees have to think quickly as they win cheers, Service Bucks and points. It's a great mix of serious fun and high impact learning. A powerful tool that no employee should be without... the What do you Say? Employee Handbook takes over where the training video and game leave off, providing practical answers to over 100 difficult customer service situations, including disruptive guests, diversity challenges, disability issues, etiquette and more. Program Includes: A 22 minute video or DVD, 10 Pocket Cards, 10 Employee Handbooks, 1 Card Game with Service Buck, 1 Customer Comment Program and 1 -30 Page Manager's Guide.
 In today’s business climate, simply having an ethics policy in place isn’t enough. You must continually keep ethics up front and center to avoid the ethical violations—and erosion of confidence—seen in corporate America today. This book contains 15 easy-to-use activities that can be used individually or as a whole to reinforce your company’s ethics and values. And inspire employees to recommit to responsible business behavior.
|
Business Training Media, Inc.TM
4108 Hayvenhurst Drive, Suite 101 Encino, CA 91436, USA |
