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 Customer Service Training Angry customers can take their toll on employees, to the point where it can be easy to lose perspective. In this updated version of the classic training video, a frustrated employee receives advice from his coworkers on how to better handle difficult customers. When a kind greeting and an ounce of respect aren’t enough, the techniques presented here can keep a situation from getting out of control. Rather than taking the matter personally, employees learn that they’re in a position to solve problems and possibly even make someone’s day a little bit brighter.
 Activity Manual by Roy Bailey Activities cover
Training Objectives
 Not all customers are created equal. Ten percent of your customers often provide ninety percent of your profits. You break even—or lose money—on the rest. As Roger Siboni explains, the best usage of customer relationship management (CRM) is to enhance the experience for profitable customers, and bring down costs by automating unprofitable ones. The secret is in differentiating your best customers, giving them personalized service, and rewarding them for their loyalty. This requires an enterprise-wide commitment to sharing customer data, and the reinvention of how every department in the company interacts with customers. $99.99 [Add to Cart] Make sure your phone employees are ready for business. Employees who answer phones are speaking for everyone in your company. It's up to you to make sure they have the training they need, so they can do the job that you expect. This program teaches the following telephone courtesy skills:
No matter where you work, customer service can prove to be a challenging part of your job. This best-selling program introduces you to three listening skills (attentive, active, and objective) that can lead to better interactions with customers. Learn ways to ignore distractions, ask the right questions, and be fair-minded when solving problems. With scenes set in a bank, a veterinary office, and a hotel, you’ll see how to adapt these listening tools to fit in any customer service environment. $149.99 [Add to Cart] NEW Treat your customer like a guest in your home. The fortunes of any business rise or fall based upon the level of customer service it delivers to its customers. No matter how large or complex a company may be, great customer service usually comes down to one employee, serving one customer, one day at a time. Great customer service is no secret. That's the message behind the remake of this hilarious hit. We all know how to take care of a guest in our home; we welcome them, we take care of their needs, we thank them for behind the remake of this hilarious hit. We all know how to take care of a guest in our home; we welcome them, we take care of their needs, we thank them for coming and we invite them back. A guest at work is no coming and we invite them back. A guest at work is no different. It's that simple. Great customer service lies within each of us. With each new customer we have a choice: we can treat them as an interruption in our day, or we can greet them as a welcomed guest. Let this video forever change the way we see our customers ... our Guests! Package includes:
Jim Thompson describes youth sports as an illustration of the teamwork and high achievement that every organization wants to see in its employees. He shares ten valuable leadership lessons (such as seeing the big picture, creating a culture of fair play, and giving permission to make mistakes) gleaned from his experience as a coach and crusader for young athletes. Jim demonstrates the right way—and the wrong way—to motivate individuals to do their very best. $99.99 [Add to Cart] 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:
Basic telephone techniques don’t always come naturally to everyone; some people need a little help. With a humorous touch, this video covers common courtesy—answer quickly, speak clearly, maintain focus. And it also tackles some of the obstacles that employees may run into, such as multiple lines ringing at once, handling angry customers, and the art of up-selling. A little finesse and the right attitude can make every call go smoothly for both customer and employee. $139.99 [Add to Cart] Organizations totally driven by the market consistently outperform their competition in profitability. These organizations carefully segment their markets and deliver an outstanding value proposition to their target customers. However, truly market-focused organizations must also pursue more than a sound market strategy. They must align their culture with the target customer value proposition. Professor Rao details the six levers of culture building, and explains how aligning these factors reduces employee stress and turnover, creating a self-selected, productive workforce that is in touch with the demands of potential customers.
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.
 Bill Price There is somewhat of a disconnect between how CEOs perceive their companies' customer service (they think it’s above-average) and how customers feel about said service (more of them leave dissatisfied than satisfied). In this program, Bill Price says that the solution is to stop focusing on traditional customer service methods altogether. He draws on his experiences with Amazon.com and MCI to create a set of seven principles that will help you adapt a “no service” approach to customer service. Learn how to provide your customers with self-service alternatives and put systems in place that allow problems to correct themselves, all without having to invest in expensive technology.
 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
A must for anyone in business who uses the telephone to collect receivables—in other words almost anyone offering a product or service in today’s world—this program covers such essential topics as: how to motivate debtors to pay their bills; how to get past the stall and overcome objections; how to prepare for a collection call; how the caller’s attitude affects results. The program offers clear demonstrations of the best and most effective ways to use the telephone to collect on on past-due accounts. (21 minutes) Produced - 1995
 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.
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