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 Customer Service Training 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 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]
If looks could kill demonstrates how thoughtless behaviour can create a dissatisfied customer. Its sequel, Through the customer's eyes, takes a different stance. In this amusing story with a sting in the tail, we see that how we believe we are behaving is not necessarily how the customer sees it. Mrs Porter (Marion Bailey) has reached the end of her tether. Her mounting frustration while shopping in Starmore's department store has driven her to the edge. Inspector Thackeray (Jeremy Clyde) from the Customer Services Squad arrives to investigate her claims of rude behaviour and poor service on the part of a number of the store's sales assistants. He retraces Mrs Porter's movements and uncovers a number of cases where she was ignored, forgotten or treated badly by staff. For example, she was left waiting while they did other jobs or discussed business with other employees. Inspector Thackeray then shows how positively Mrs Porter would have reacted had she received the service she expected. The staff of Starmore's learn to acknowledge waiting customers and apologise for any delay in serving them; understand that non-selling work comes second to serving customers; and discover when to call in a manager to resolve a problem. Finally they learn always to respect the customer's purchase. When sales staff offer the service that a customer expects, everyone benefits. Friendly behaviour sells. It also creates the perfect environment for selling accessories and services. The benefits
Also available for online training - learn more!
Every organisation has processes; a series of operations changing one thing (a product or service) into another. Achieving 100 per cent quality first time, every time requires everyone in the process treating the next person in the line as an internal customer. They should then discover their internal customer's requirements - and how to meet them. This is Process Management, the approach explored by Dwight (Andrew Sachs). It demands 100 per cent commitment from everyone in an organisation; but it repays effort in both improved productivity and job satisfaction. The video makes the point that it is the responsibility of managers to act as process 'owners', maintaining the links with all the people in the process chain. Of course, there are less ideal ways to approach quality. Dwight uses to examples - one where the process management approach is needlessly complicated - to make his point. Dwight concludes that quality is not confined to products and services, it's the way that organisations work. The benefits
Program includes: DVD(21mins)and guide.
 Everyone in an organization forms part of a 'customer-service chain', which leads from dealing with customers right through the business. In a hotel scenario, an investigator is called in to investigate mismanagement, and identifies how people in departments not dealing with customers are actually letting external customer service down. Three steps to creating an effective internal customer perspective are identified:
The benefits
Programme includes: DVD(23 mins) , Course leader's guide, Delegate worksheets on disk, Powerpoint slides/OHPs on disk and Self-study workbook on disk
 This
Customers who are fatuous, difficult or helpless are every call centre operator's worst nightmare. However, it often requires more than just a good telephone manner to deal with these types of people - good training is essential. On the receiving end shows how customers can be kept satisfied and loyal to an organisation. The video demonstrates how to listen carefully, ask relevant questions and assess customers' needs. It explains how a successful relationship is developed by clearly outlining the available options to customers and agreeing upon a course of action. By looking for opportunities staff will be able to add value to their service, developing as an agent who is able to solve customers' problems efficiently and easily. The result is a satisfied customer who will be comfortable with conducting business over the phone and who will not hesitate to call again. The benefits
Programme includes: DVD(25 mins), Showreel tape, Meeting break video, Course leader's guide, Delegate worksheets on disk, Powerpoint slides/OHPs on disk and Self-study workbook on disk
 Includes FREE CD with 25 role plays from the popular first volume-50 total role plays! Updated with 25 new role plays not covered in the first volume, the latest edition of the popular 25 Role Plays to Teach Negotiation will inspire you to think and act like a negotiation expert. If you're a management training and development specialist who needs one or two role-plays to use in a negotiation program, this book's a must. The book provides the opportunity to practice the behaviors used most frequently by successful negotiators-including questioning, clarifying, checking for understanding, summarizing and active listening. Each of these role plays is based on a unique approach to negotiation embracing three critical concepts:
Try out new behaviors that will help you:
Sample role-plays:
New Release - 2007
The best thing about dealing with a good salesperson is you don't feel like you're being sold to. As far as you're concerned you're just receiving good service. The art of selling is designed to equip your staff with all the skills and techniques they need to approach sales opportunities with confidence. To make this program as relevant as possible it looks at many different scenes in which all sales staff can relate to such as: department store, DIY store, bank services such as mortgages, overdrafts, loans and insurance, shoe shop and many more. The art of selling uses humorous right and wrong way scenarios to teach new skills in a memorable way. It covers the four key stages of selling, in both retail and financial situations:
Included in the program are specific DVD extras for both the retail and financial sales. These cover everything from handling complaints to dealing with obnoxious customer. The benefits
Program includes: DVD (28mins), DVD extras (10mins), Course leader's guide with fully resource training program, Group training workbook, Self-study workbook, PowerPoint presentation slides. All materials is customisable and provided on disc Also available for online training, learn more!
 The In An Instant® Business Training Library contains six individual courses that have been updated to include new post-tests and closed captioning. Plus, each course in the library comes with a videocassette, DVD, audio CD, book and copies of the post-tests that may be reproduced. The In An Instant Business Training Library contains the following courses:
Each course with video, DVD, audio, book and post-tests (plus closed captioning) is $149.95; however, if you purchase the entire library the cost is $749.75. Save $149.95. These courses are terrific to start a new training library, or to augment an existing one.
We all know healthcare professionals are busy –– now more than ever. But being warm, friendly and helpful doesn’t mean you can’t also get your work done. Customer Service: Natural As Child’s Play, details entertaining real-life scenarios and the best ways to handle them. A humorous host provides enlightening commentary on how natural customer service can be, as natural as child’s play. Topics include:
Includes: 24 minute DVD, 10 handbooks and electronic leaders guide. Added features and benefits of DVD training include:
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