 |
 Customer Service Training 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:
 Activity Binder Enhance customer service at all levels of your organization with this volume of 20 ready-to-use training workshops. Each workshop includes detailed trainer's notes, transparency masters, and participant handouts. All materials are fully reproducible which makes them an excellent value for your training dollar! The following topics are covered in Volume 2: Mission Statements, Service Action Plans, Setting Standards of Service, Measuring Customer Service, and The Internal Customer.
LEARNING POINTS: INCLUDES: 3-Ring Binder, 368 Pages; Detailed trainer's notes, transparency masters, and participant handouts.
 This program is also available for online training. See details below.
"Customer service is the single most important factor in any business. It is absolutely crucial to a company's success," says noted lecturer and trainer Jeff Blackman in the new JWA/Video production The Basics of Profitable Customer Service. Companies with great customer service survive and thrive. Those that provide poor customer service fail. In this video training program you'll be given the tools necessary to make your business grow and thrive. In this logical approach to customer service you'll learn:
Divided into segments, The Basics of Profitable Customer Service is designed to be used by both individuals for self-study and trainers in training sessions. Business success in the 1990's and on into the 21st century will be customer service driven. This new video training program will make you and your company more able to provide high quality customer service and return greater profits. Loaded with graphics and vignettes, The Basics of Profitable Customer Service should be required viewing for everyone in the organization. This program comes complete with DVD, audio CD and booklet. 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:
 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
Give your customer service people the head start they deserve with the new Customer Service Starter Set. These training programs come with a total of 5 DVDs, 5 CD audios, and 5 books to give your customer service people the necessary tools to deal with the most important person to your organization--The Customer! Your cost $519! If you were to buy these programs individually, the total would be $649.75. Buy the complete library and save $130.75! The Customer Service Starter Set Library includes the following DVD titles:
Each programs includes a DVD, Audio CD & Book
 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. To keep loyal customers, then, it's crucial that every service opportunity, or "Moment of Truth," no matter how brief, make a great impression. The Call of the Mummy uses entertaining, engaging vignettes featuring CSRs in business, government and healthcare to illustrate the do's and don'ts of customer service on the phone. Viewers will learn eight key skills for quality customer service:
Program Includes: A 19 minute VHS or DVD, Leader's Guide, sample Participant Workbook.
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
This program comes with an audio cd, DVD 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 video 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 video. The cd audio provides yet another way to reinforce the material on the video while in your car or while exercising. 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. This enhanced DVD edition of The Power Of Customer Service is part of the In An Instant® Business Training Library. It comes complete with a DVD, video tape, closed captioning, audio CD, book, and a post-test that may be reproduced. Length: 45 minutes.
 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. With an emphasis on what, why, and especially how-to, the information in this book will help customer service managers, trainers, and frontline associates develop more effective policies and procedures. Materials are Fully Reproducible! All materials are fully reproducible which makes them especially useful as handouts, job aids, newsletter items, and training tools. In addition, selected resources are included on diskette for easy customization and reproduction. We make it easy for you to add, delete, or change information to suit your special needs. All materials are provided in Microsoft Word, so within minutes you can add your company name and logo to give your resources a customized look. Tools and Resources Included
 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:
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:
Your employees will learn:
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:
Package includes: Trainer’s Guide / PowerPoint Presentation / 5 Participant’s Booklets / 5 Coaching Handbooks / 5 Multimedia CDs
 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
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
 Best-Seller
This course is also available for online training, see details below. In The Magic of We, you'll see a team of 25 Snapper employees gather in the main plant on a Saturday morning for a very different kind of meeting. Senior managers, engineers, suppliers, customer service and marketing are assigned one task: Put together 4 lawnmowers themselves. It comes down to nuts and bolts - literally! As they work, these diverse teams realize that a universal bolt that was supposed to streamline production is causing more problems than it was supposed to solve. See how they use the 'magic of we' to find the solution. The Magic of We is one story, shown five times with five different intros and closings, each addressing a different topic area: Leadership, Teamwork, Problem Solving, Lean Manufacturing, Communication. Here is just a sample of the learning points covered:
The Leader's Guide provides step-by-step instructions for introducing activities, leading discussions, and making transitions between the video, group discussions, and exercises. It includes directions for presenting the workshop materials, along with suggestions for preparation, timing, and follow-up activities. Program Includes: DVD Or VHS Video, Leader's Guide (including reproducible participant handouts), PowerPoint CD-Rom, and 10 "Magic of We" Post-It Notes.
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
 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. This engaging and motivational film will teach your team how to naturally make a genuine connection with patients, family members, co-workers...everyone they meet. Connecting in Healthcare is all about...
Learn to...
Program Includes:
 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. 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. Participants will learn about:
 Now it's easy to provide employees with the customer service training they need. Customer Service Training Repros provides everything you need to conduct effective customer service training for your employees on 47 key topics, such as listening skills, the importance of customers and customer loyalty, spoken and written communication tips, dealing with difficult customers, and how to turn problem solving into opportunity. You pick the topic that's right for your call center, make enough copies of the illustrated handouts for each employee, and begin the training. It's quick. It's easy. And it works.
Topics include:
 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:
 Meeting Opener Simple, inspiring and thought-provoking wisdom from across the ages is presented through gentle and visually arresting animation and moving music. Life’s Lessons: Customer Service presents common and not-so-common conventional wisdom about the basics of customer service. Help your organization remember the basics and embrace a positive attitude about assisting each other and others! Life's Lessons works with YOU to fit your individual training needs. For the first time, you determine how to present these unique programs.
Includes: 3 Minute DVD (includes Full program with music and narration, Music only (no narration) & Continuous play options.
"Winning Customer Loyalty" Volumes 1 and 2, complete with 2 DVDs, 2 audio CDs and 2 guidebooks PLUS Dr. Paul Timm's best-selling training program "The Power of Customer Service (DVD, audio CD and book) for only Volume One: Winning Customer Loyalty...Eliminate Customer Turnoffs looks at what really alienates your customers. What makes them want to stay away and not buy your product. Each time we experience poor service we are tempted to join the chorus of complainers. But a more fruitful use of such experiences is to learn from what others do poorly so that we can provide the best in service to our customers. Comes with a DVD, CD audio and Guide booklet 26 minutes Volume Two: Winning Customer Loyalty...Exceed Customer Expectations shows you how to really exceed the expectations of your customers and gain their loyalty. It takes the ambiguity out of what it means to "give your customer more" when they really don't expect it. It shows you how to set yourself apart from your competitors.
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.
 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:
The Sales Effectiveness Profile report provides a clear indication of an individual's effectiveness in each skill/competency area, as well as interpretative information to use personal action-planning.
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 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 while in your car or while exercising. 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 world's competitive market place 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.
 Also available for online training, learn more! 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. The SMILE! customer service training program offers a complete package to help you facilitate a training session around the topics of:
The SMILE! training package includes:
 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. One of her customers is a woman named Ruzita who is trying to send an urgent parcel to her mother in Malaysia. Ruzita is new to this country and English is her second language. Taylor is also frantically trying to organize travel arrangements for her own mother to fly for the birth of her first grandchild. Our story follows Taylor's experience as she grapples with the challenge of being both a service provider and a customer, when dealing with cultural differences and language barriers. Taylor complains bitterly about the treatment she receives at the hands of the foreign visa department. However, when faced with a similar situation in her own work environment her reactions are not dissimilar. After learning some valuable practical skills and the importance of stretching your comfort zone, Taylor has a pleasant, productive exchange with Ruzita and the urgent parcel is immediately winging its way to Malaysia. It's a simple story, but one that is played out every day, all over the world. Participants will learn to:
Program includes: A 16 minute DVD or Video 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
 Make it easy for employees to provide great customer service with this collection of motivating and skill-building activities. There’s no need for a special training facility, no huge costs involved, or no prior training experience required. All you need is a group of employees who are committed to giving customers what they rightfully deserve—excellent service. Areas covered include:
 Managing Stress On and Off the Job PowerPoint & Booklet Kit Stress on the job is a triple threat to your business leading to Accidents, Absences, and business busting hostile Attitudes toward co-workers and customers. This PowerPoint training kit gives you a training class that's ready to go right out of the box. This kit includes:
Excellent guest relations is a must in the increasingly competitive field of healthcare. Don't let poor service and ineffective communication tarnish your organization's reputation. Teach your employees the "how-tos" of superior guest relations. Mary is a nurse on a busy floor. At the end of her shift, Mary's attitude toward patients and guests is poor. "Accidentally" taken to Heaven, she must find the secret to good guest relations in order to return to Earth. With the help of the "Great Patient Relations Director in the Sky", Mary helps several other hospital staff members learn caring techniques. Key Training Points:
Running Time(min) 23
 Trainers Guide Improve your selling skills by better understanding yourself and others using the INSIGHT Inventory. This new selling system uses the INSIGHT Inventory to help increase sales effectiveness. It will help participants to understand themselves and others better and to use this understanding to improve interpersonal relationships with customers. This makes it possible for salespeople to reduce the interpersonal tension that often develops from style differences between themselves and their customers and to create open, honest dialogue. Sales representatives will be able to uncover customer needs and accurately match them with the most appropriate products and services. The Selling with INSIGHT System includes:
Participants will learn
 This course is also available for online training, see details below.
This highly motivational program takes you behind the scenes at Midway Field in Minnesota, where fun is encouraged daily. Visit a workplace where a costumed pig tosses out the balls, "ushertainers" serenade you in the stands and games are always sold out. See firsthand just how much fun, when combined with commitment, relates to organizational success and personal satisfaction. Sure, a day at the ballpark might sound like a good time. But when it's your job, it can mean a fifteen-hour day of hard work, whether you're cleaning the bleachers, keeping the books or taking care of customers. How do they do it? For the people who work here, fun is an attitude. An experience. It's why everyone from head groundskeeper to the president and co-owner is passionate about coming to work. Having fun on the job makes these employees more creative, more productive, and ultimately more satisfied. They don't take themselves too seriously. They treat each other with respect. And they make every day an event. Key concepts in the video can bring this mindset to any workplace:
Program includes: VHS or DVD, Leader's Guide, PowerPoint Presentation on CD-ROM with film transcript, 10 Participant Workbooks, 10 Reminder Cards. Bonus extended-cut DVD version of show included with either video format.
Online Streamed Video 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
 25 Sales Strategies and Activities is a unique training and development tool designed to teach sales professionals how and when to use a variety of proven sales strategies. A diagnostic sales strategy matrix shows how much each strategy emphasizes both relationship and performance. A relationship performance index further classifies the strategies as highest, higher, moderate, lower, lowest. Each strategy comes with an activity that clears up any question about how the strategy should be implemented. Each activity includes fully reproducible exhibits which can be used as exercises and handouts in training sessions. Rather than a one-time training tool, 25 Sales Strategies and Activities is a useful and practical guide your employees will refer to over and over again. It’s packed with a wealth of insight, tips and guidance for motivating sales people to:
Binder - 176 pages
 Produced in 2000 This How people behave when dealing with customers or colleagues can determine the success or failure of each interaction. In this spoof detective case, careless failure has created a victim. At the doctor's, at the shoe shop, in the post office and at the station, a customer was driven to distraction by careless behaviour. A detective must piece together a customer's movements to see how several suspects' behaviour led to his demise. Three key pieces of evidence result from his enquiries:
This light-hearted program raises some simple but key issues, and expresses them in a professional, down-to-earth manner. Any staff seeing this video will learn how to deal with customers by being professional and choosing their behaviour. Personal problems and prejudices should be hidden, and customers should be welcomed and put at their ease. The benefits
Programme includes: DVD(28 mins), Course leader's guide, Delegate worksheets on disk, Powerpoint slides/OHPs on disk and Self-study workbook on disk. $999.00 [Add to Cart]
|
Business Training Media, Inc.TM
4108 Hayvenhurst Drive, Suite 101 Encino, CA 91436, USA |
