 |
 Customer Service TrainingBusiness Training Media offers a wide selection of customer service training programs. We also offer Online Customer Service Training Programs for employee training and development.
Produced - 2007 In What's Your Pickle? Bob hits the road in his red 1954 Cadillac convertible in search of "all-star" Pickle Givers from across the country. He uses the best of these stories to create an endearing and inspirational video that continues to build upon the pickle philosophy. In Bob's contagiously enthusiastic manner, he teaches viewers that "if you look and listen, your customers will tell you what your pickle is". He then offers four key steps--ways to help give your customer "The Pickle":
What's Your Pickle? is fun and entertaining, and offers a fresh new look at how your team can integrate the pickle-giving culture into your own workplace. The stories will inspire viewers to new heights--some are endearing, some are practical, and some are simply amazing. They will provide trainers with a great spring board for discussing new and inventive ways to serve the customer. Find out about the "trickle-pickle". Program includes: A 17 minute DVD or VHS, Leader's Guide on CD-ROM, Customizable PowerPoint Presentation (available with DVD purchase only), 10 Reminder Cards, 10 Green Pickle Lapel Pins, 3 Travel Postcards and 1 Pickle Sticky Notepad.
 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. In this innovative program, humor, drama and irony all demonstrate how customer service really does make a difference. Learn the importance of:
Length: 17 minutes
 So HELP Me” (Supervisor Edition) takes a fresh look at customer service by showing the direct connection between a supervisor's behavior and the way employees treat customers. When employees are listened to, respected, and encouraged, they will do the same for their customers. Supervisory behaviors that promote excellent service include: telling people what they're doing right, helping employees find solutions, focusing on people rather than numbers, empowering people to do their jobs, and turning mistakes into opportunities for growth. “So HELP Me” (Supervisor Edition) demonstrates supervisory practices that facilitate excellent customer service. The result is not only a better service provider, but also a loyal and satisfied customer. Includes: 28 page comprehensive training leader's guide with reproducible worksheets. DVD contains PDF version of leader's guide. (Guide and PowerPoint files available as a download.) VHS is closed captioned - DVD is subtitled.
 “So HELP Me” (Employee Edition) illustrates realistic customer service problems that can frustrate both customers and employees. The video provides solutions to these problems that satisfy everyone: the customer, the organization and the employee. These solutions include: working with policy to solve problems, helping customers outside your department, actively listening, treating every customer as your own, and defining customer needs. “So HELP Me” demonstrates employees giving the kind of service that turns dissatisfied people into loyal customers. As one customer service provider in the video says, “…at the end of the day it makes me feel like I'm doing something useful. Instead of adding to people's frustrations, I'm actually helping them out.” Includes: 28 page comprehensive training leader's guide with reproducible worksheets. DVD contains PDF version of leader's guide. (Guide and PowerPoint files available as a download.) VHS is closed captioned - DVD is subtitled.
 Watch superb customer service in action with this program. Visit a variety of settings and see how service principles apply to each of them. Whatever industry you're in, Quality Service in the Public Sector can boost your staff's service skills, so that you can serve, satisfy and keep your customers. In any time, in any situation. Hand them the tools to render this kind of service: CARING and SINCERE. Added features and benefits of DVD training include:
 The difference between success and failure in today’s business environment is customer service. In this course you’ll learn the basics of customer service and how to consistently provide high-quality customer service. Course Overview
Customer Service Attitude
Customer Service Process
Customer Service by Phone
 Produced - 1989Free Preview
Featuring Johne Cleese This program clearly demonstrates that the same guidelines for keeping customers satisfied apply in different situations, from sales to service to a retail checkout or reception desk. Customers can be trying; not all customers are pleasant. It's easy to put customers off; just be aggressive, or defensive. But it is vital to treat them all as personal guests, making them welcome and indulging their whims. In various realistic scenarios, staff resort to attacking behavior - by being patronizing or superior - or defensive behavior, where they ignore the customer altogether or fail to accept responsibility. The humorous sketches lay the foundations for customer care and provide a concrete set of behavioral rules to make customers happy and keep coming back. They provide a memorable demonstration of the do's and don'ts of customer care, which include finding a real need behind a request, agreeing a solution with a customer, and seeing things through to a successful conclusion. The benefits
A Video Arts production featuring Dawn French, Jennifer Saunders, Stephen Fry, Hugh Laurie and John Cleese. Produced in 1998 Length: 32 minutes
Produced - 2007 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:
Program includes: 18 minute DVD or VHS 50+ page leaders, guide; closed-captioning
Produced - 2007 Johnny the Bagger: A True Story of Customer Service, celebrates the incomparable power of customer service delivered from the heart. Based on the work of noted author and speaker, Barbara Glanz, this inspiring new program features the true story of "Johnny," a young man with Down syndrome who made a positive choice about his personal responsibility to provide from-the-heart service and changed the culture of an entire organization. Johnny the Bagger will help motivate your employees to take personal responsibility for creating a positive, memorable experience for internal or external customers; the kind of experience needed to generate customer loyalty, improve employee retention and strengthen team morale. Learning Point Highlights:
 Best-Seller Your business is not what you sell, it's who you serve. Meet Bob Farrell, founder of Farrell's Ice Cream Parlor and Restaurant, as he serves up the most important aspect of any service business taking care of the customer. We're all in the same business, the people business. Our job is to make customers happy. What's the best way to do that? By giving out pickles. Pickles are those special or extra things you do to make people happy. The trick is figuring out what your customers want and then making sure they get it. That's the pickle. Make sure your employees have the scoop on effective customer service with this fun, lighthearted and highly effective training tool. Viewers will learn what it takes to foster and maintain customer loyalty. Participants will learn to:
 The traditional role of the call center is a thing of the past. Being an effective “coach” is fast becoming the most valuable asset you can offer your employees, call center and organization. This interactive training guide is designed for those responsible for the ultimate success of the call center. It is packed with tips and strategies that will help you do your job better and continuously coach your CSR’s to improve their skills and the level of service they provide. The book is organized into five parts that drill down to the supervisor’s role:
Within each section are learning points – 89 in all. Use these tips, exercises, multiple choice quizzes and other tools to become more effective at giving the support and guidance your employees need from you to perform their jobs in the best way possible. In just minutes, you’ll gain insight and tips that will enable you to change from telling employees what to do to and ensuring the work gets done to coaching employees to reach their greatest potential. For example, you’ll learn how to build trust, recognize CSR’s, make yourself clear, give feedback, create synergy, become a role model, deal with upset CSR’s – and many more skills that will have a huge impact on your CSR’s and how satisfied customers are with the service your call center provides.
Customer loyalty is the crowning achievement in any business. Customer loyalty is absolute leverage on profitability and growth. It means that your success is cumulative from year to year. In today's business environment, a satisfied customer is no longer enough. We have all entered a new age wherein we must positively astonish our customers by anticipating their needs. To be Customer Need Driven is the goal. It is essential to build on solid customer relationships, to listen continuously to recognize changing needs, and to earn the right to offer the very best solutions. Your customers expect leadership. As you demonstrate such a commitment, a true spirit of partnership will develop. Brand loyalty will be the result. This course is an overview of the key insights to be found in Darby Checketts’ new book, Customer Astonishment: 10 Secrets to World-Class Customer Care. Course Outline: Level 1
 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. You receive multiple video clips in these Customer Service topic areas:
Plus your will have a variety of video clips in each of these service categories: face-to-face (including field) & telephone, business-to-business & business-to-consumer, as well as employee-to-employee/internal customer service. All in all, you get:
The accompanying Leader's Guide gives context to each clip, suggests where and how to use the clips and explains how to combine clips for maximum impact. Discussion starter questions and activity suggestions are also included. Click here to view Preview Guide (including sample pages of the Leader's Guide). Create highly relevant courses for new-hires and develop refresher courses for seasoned staff. Over 20 different workplaces are represented including: general office, call center, government, healthcare, automotive/transportation, financial services, and more. Length: 75 minutes
Program Contents:
 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.
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. In business as well as life, the failure to build trust and rapport can be insurmountable, while the rewards of a good first impression are almost immeasurable. How to Connect in Business...in 90 seconds or less can have a life changing impact on customer relationships and sales success as well as every other personal relationship in your employees' lives. Program Includes: A 16 minute video or DVD, Hardback Book, 10 "Great!" Buttons, 10 Pocket Reminder Cards and 1 52-Page Leader's Guide
|
Business Training Media, Inc.TM
4108 Hayvenhurst Drive, Suite 101 Encino, CA 91436, USA |
