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Customer Service


Casey practices her service skills on Tammy, but the strategy backfires.

Don't ignore customer needs and feelings
INSTEAD: Care for your customers

Don't assume you know
INSTEAD: Ask and be responsive

Don't wait for requests
INSTEAD: Anticipate and surprise

Don't be lazy with details
INSTEAD: Be efficient and take action

DVD / 2016 / () / 10 minutes

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Helping people via the Internet might sound easy, but in fact, many customers expect more from a digital interface than they do from in-person or telephone venues. And because folks can take their business elsewhere with one swift click or keystroke, competition for online customers is fierce; anyone tasked with keeping them happy is on the front line of a company's battle to succeed. Using eye-catching animation, down-to-earth explanations, and illustrative chat excerpts, this video presents the best ways to assist customers who sign in rather than stroll in. Topics include the basic parameters, functions, and fine points of live chat, which enables a trainee become the "voice" of his or her company; the ways in which social media platforms like Facebook and Twitter can play a role in effective customer service; the importance of e-mail etiquette; and the methods by which a service representative should deal with online behavior that becomes upsetting or offensive.

DVD / 2012 / () / 20 minutes

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One shopper wants a price quote, another needs something that's shelved too high. Two more customers are waiting for items from storage, and there's a huge line forming at the front counter. It's another crazy day in customer service¡Xa department that can make or break a brick-and-mortar business. Whether you're working the sales floor, waiting tables, or running a cash register, you've got to emphasize the "service" in customer service, thereby ensuring a loyal and ever-expanding base of patrons. This video shows employees how to achieve that goal, using lively animation, no-nonsense explanations, and clear, entertaining dramatizations. Topics include creating a good first impression, developing a professional and outgoing attitude, following customer service procedures in a logical manner, and handling conflict calmly, confidentially, and respectfully.

DVD / 2012 / () / 20 minutes

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We've all experienced it-the frustration of dealing with a company or organization over the telephone. Being put on hold or transferred again and again, often without finding an answer or solution, is enough to drive anyone crazy. Now, switch places¡Ximagine you're being paid to help customers by phone. What can you do to ease their aggravation, address their queries, and solve their problems? If a conflict emerges, how will you untangle it without the benefit of face-to-face interaction? This video provides answers to those questions, guiding trainees with simple dramatizations, concise explanations, and hip animation. Offering an overview of the basic components of a telephone support system, the video emphasizes the importance of active listening, documentation, and multitasking, while helping viewers recognize the communication barriers inherent in telephone technology.

DVD / 2012 / () / 20 minutes

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Produced specifically for front-line public employees, this practical training demonstrates how to turn a citizen/customer's frustration or complaint into understanding. In the heat of the moment, this program will empower your staff with a clear and memorable checklist of service recovery tools and techniques. From showing empathy and truly listening, to exploring with permission phrases and presenting options, employees will learn how to match the signals they send to the words they say. A wide variety of realistic public sector scenes, demonstrate the use of the Right Words at the Right Time, to over-come almost any service recovery challenge.

DVD (With Traditional Chinese Subtitles) / 2012 / () / 14 minutes

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With James Lloyd

How to Genuinely Serve Others at the Highest Level Possible

How would your customers grade their experience with your company? Are you getting an A+ from every customer in each of the critical service areas? If not, what can you do to raise their grade? In this entertaining and practical customer service seminar, veteran speaker James Lloyd explores all of these questions, and many more. Several key ideas are discussed, including the importance of genuine caring, how to retain your customers by avoiding the big mistake many companies make, why internal customer service is critical, the importance of powerful apologies, dealing with irate customers, projecting more enthusiasm, and much more. When you genuinely care about your customers in the way that James teaches, you can take your business to a whole new level.

DVD / 2011 / () / 80 minutes

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With Lisa Ford

How to Create More Loyalty in a Dynamic Competitive Marketplace

Your employees and their customer service skills may be the only thing that differentiates you from the competition. And customers are more sophisticated and educated than ever before. That's why it's critically important to make sure employee skills are constantly updated to meet ever-rising customer expectations. In this content-rich seminar, your front-line team members will learn practical skills and proven systems for improving customer service at every touchpoint, all along the cycle. They'll gain numerous hands-on techniques including ¡X how to listen attentively, uncover customer needs, calm down angry customers, win back disgruntled customers, handle conflict, and keep an attitude of "customers first" all day. Any organization putting these principles into action will quickly be out-servicing the competition.

DVD / 2011 / () / 120 minutes

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With Scott McKain

How to Put More "Show Business" in Your Business

It's not enough anymore to just serve customers. Every professional and each organization must develop the kind of connection with its customers that a blockbuster film or compelling television series creates with its audience! We have become a culture that expects an "experience" to be an integral part of doing business. An equitable transaction is no longer enough to keep people coming back. Therefore, those organizations that understand how to execute the strategies necessary for creating compelling relationships thorough the customer and employee experience will find themselves leading the pack. This program is highly recommended for all entrepreneurs, sales representatives, managers, and customer service professionals.

DVD / 2011 / () / 105 minutes

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With Tom Peters

The Little BIG Things: Service DVD in the new Tom Peters training program will help you and your teams organizationally attack, dismantle, and rebuild how you view the service you provide to your customers. How? Through Tom's decades of experience with companies in all industries!

Do you know that even your landscape company thinks about how quickly the debris is picked up as part of their "brand"? Do you think it's a great idea to trash your competitors? Do your employees think that they are a representative of your company with each and every interaction? The topics covered in these twelve clips are essential to your business and should be viewed by every employee ¡V from the CEO to the front-line cashier.

This is how you succeed in business ¡V your business ¡V any business and this is how you survive when your competitors fall.

DVD (With Discussion Guide) / 2009 / () / 28 minutes

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This program provides a wealth of inside information about what customers love, and what they hate. Psychologist Peter Quarry and a panel of sales and service experts discuss how to avoid turning a customer off and how to engage their interest in a product. Viewers are challenged to assess their current methods and style, and apply the principles uncovered by the latest behavioral studies that show why people buy, and why they don't.

DVD (Closed Captioned) / 2009 / () / 12 minutes

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With Sam Glenn

Imagine going to your job every day with a big smile on your face and being excited to be there! Well, the Lizard Philosophy will help make that positive attitude happen! More importantly it will improve customer service and employee satisfaction.

Who Put A Lizard In My Lasagna? began as a practical joke with a small plastic lizard several years ago and is now a philosophy that guides Sam through his life.

The Lizard Philosophy is all about bringing your best to every interaction you have with customers and coworkers. We promise you will laugh at Sam's stories as his message helps you improve employee attitude and customer service.

Businesses across the world are embracing and personalizing Sam's lizard concept and are watching results soar! You can't afford to miss this wave! The Lizard is a philosophy that can be used to motivate and inspire every employee.

~ Be Creative
~ Remember What's Important.
~ Go Above and Beyond
~ Have Fun!

DVD (Closed Captioned, With Leader's Guide) / 2009 / () / 22 minutes

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Great customer service begins at home. We all know how to take care of a guest in our home: we welcome them, take care of their needs, thank them for coming, and invite them back. A guest at work is no different-it's that simple. That's the idea behind this hilarious customer service film. Our hapless hero takes us on a tour of his imagination to prove that everything we need to learn about great customer service, we already know. Great customer service is all in your mind. Each time a customer calls or walks in our door, we can decide how we're going to treat them: either as an interruption in our day or as a welcomed guest.

~ Importance of welcoming customers
~ When to use a customer's name
~ Serve customer needs
~ Thank customers and invite them back.

DVD (With Simplified Chinese Subtitles) / 2008 / () / 14 minutes

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Life doesn't come with a pause button and ethical dilemmas demand instant clarity. The Moment of Truth training package addresses this problem head-on by giving employees a practical guide for making better decisions.

If you're looking for a way to motivate your team to make better choices and to give them a way to combat the pressure of the moment, this package is for you. It's a sure-fire way to help viewers think through their actions when they're caught in the moment of truth.

DVD (With Traditional Chinese Subtitles) / 2008 / () / 22 minutes

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When Wilfred Jameson's parachute fails to open, he's in trouble. But customer service representative Henry Hawks knows just what to do - at least after a funny interaction on the phone.

This is the perfect video to celebrate and thank all your employees who deliver great customer service.

You'll be falling down laughing as the scene unfolds - and as the tension builds.

DVD (Closed Captioned) / 2007 / () / 5 minutes

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A True Story of Customer Service

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.

~ Shows employees the difference they can make
~ Inspires from-the-heart service
~ Builds customer loyalty

DVD (With Traditional Chinese Subtitles) / 2007 / () / 17 minutes

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With John O'Hurley

Hollywood celebrity John O'Hurley explains four essential steps to great service.

Program 1: Love Your Customers

Love Your Customers demonstrates that in whatever line of work, customer service is a direct extension of the way both you and your company are viewed by the customer.

Love Your Customers reminds us that there are no small parts only small choices we make about how to treat our customers. In the end, the role we play is always our choice. It's a funny and memorable program with a simple and a universal message. So open up your heart and help your company start "Feeling the Love".

Program 2: Love Your Difficult Customers

John O'Hurley has certainly seen unhappy customers (and has been one from time to time). More importantly, an unhappy customer may interface with you or your company.

Trying to satisfy an unhappy customer can be frustrating and difficult for even the most skilled service person. But all problems are solvable. Not only can you satisfy an angry customer, but also, if handled correctly, you can turn an angry customer into a loyal champion for your company!

DVD (Closed Captioned) / 2007 / () / 28 minutes

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Learn what gives value to your customers, internal or external, so they choose you over the competition.

DVD / 2007 / () / 12 minutes

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Get ready for a content-loaded seminar that will give you specific ideas on how to use the phone to your greatest advantage. Whether you're a telemarketer, sales professional, or collections agent, you'll learn and quickly benefit from these proven, practical ideas for getting through to the most important people on your list.

DVD / 2005 / () / 80 minutes

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A values-based approach to serving diverse populations.

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 video 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 video program and working through the support materials, participants will...
~ Better understand how to provide ALL customers with GREAT service
~ Be aware that how customers perceive the service we offer and how we ~perceive the needs of our customers may depend on their (and our own) ~personal and cultural perspectives
~ Develop a values-based approach to customer service
~ Become familiar with the G R E A T acronym and know how to apply it to ~our relations with our customers

The 5 Values of GREAT Customer Service opens with a series of 5 dramatizations. Each of these underscores one of the values we will explore.
~ Show Respect - Every customer is your most important customer
~ Personalize - Avoid preconceived notions and stereotypes
~ Pay Attention - Assess how customers want to be served and adjust
~ Show You Care - Present a positive, supportive attitude
~ Advocate - Stay on your customer's side

A diverse group of customers share their personal experiences and feelings to help bring the impact of the 5 Values to life.

The program then explores how we can integrate the 5 Values into our daily work. To do this, we introduce the G R E A T acronym. This stands for ...
~ Greet all customers & make them feel comfortable
~ Respect cultural & other personal differences
~ Evaluate how your customers want to be served
~ Adjust your approach to match your customer's needs
~ Thank your customers for their business.

DVD (With Facilitator's Guide) / 1999 / () / 24 minutes

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With Shep Hyken

How to Create Moments of Magic that Turn Ordinary Interactions into Memorable Experiences

In today's highly competitive marketplace, ordinary interactions will only get you so far. In order to create long-term, secure relationships with your clients and customers, you need to amaze them. In this thoroughly engaging, high content seminar, you'll learn how to make a great first impression, build rapport, communicate more effectively, exceed expectations, avoid moments of misery, and much more. While you're learning these practical strategies, you'll be totally entertained with Shep Hyken's astonishing magic. His philosophy is, "moments of magic don't just happen, they're created by people who know the formula."

DVD / / () / 80 minutes

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