Professional Email Etiquette - DVD
DVD: 26 minutes - Includes one complimentary Study Guide.
Avoid embarrassing errors and make your best impression on customers and colleagues.
Email is fast becoming the preferred method of contact for sharing information and resolving problems. The impression you leave with others about the quality of your organization and your own personal competency is largely based on the courtesy and professionalism of your email correspondence.
Learn about:
- Email etiquette and best practices.
- Openings and closings.
- Proper formatting and subject lines.
- Grammar and punctuation.
- Writing "bad news" emails.
- Email customer service.
No matter how long you've been using email, you'll learn some very important guidelines in this video - guidelines that will protect you from catastrophes and ensure your messages are professional, every time.
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When the Phone Rings; Telephone Skills for Better Service - DVD
DVD: 20 minutes - Includes one complimentary Study Guide.
When the phone rings, your employees have only a few seconds to set a tone. To communicate that your company listens to customers and gives them what they need- every single time they call.
Great telephone service doesn't have to be a thing of the past. Even with the advent of email and the Internet, your customers still want to be able to call sometimes and reach a live person. And how that call is handled still makes a huge difference to the success of your organization.
Those who answer the phones are speaking for everyone in the company. Make sure they have training.
Teach the ABC's of telephone courtesy:
- Customer service etiquette.
- Taking an accurate message.
- Handling transfers and multiple lines.
- Voice mail and leaving a message.
- Problem calls.
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Customer Service Counts - DVD
Duration: 18 minutes
Your business or organization wouldn't exist without your customers. But sometimes this all-important fact gets lost in the demands of daily activities. This award-winning video is the solution.
Great for new hires or energizing your current team, it uses humor to show employees that being good at customer service (and taking pride in their work) is not only a job requirement but can be personally satisfying as well.
The customer part of customer service:
- Greet the customer
- Connect with the customer
- Respect the customer's priorities and time
The service part of customer service:
- Listen and evaluate
- Meet the customer's needs
- Know your business
Viewers will enjoy the amusing story of two coworkers who start their day experiencing bad customer service as customers themselves. Comparing notes, they enter a friendly competition to see who can offer the best customer service that day on the job. As they demonstrate sales skills and handle rushed (even unhappy) customers, their fun rivalry reminds employees that customers are people too. And it makes the point to employees that their peers are counting on them as well.
In fact, coworkers are also customers. Everyone has "internal customers" when helping other employees meet common goals. And every employee represents the organization when encountering outsiders, whether or not customer service is a major part of their job description.
This release is just the ticket for a lively training session—and lasting lessons learned about providing the best customer service ever!
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Customer Service: The Telephone Connection - DVD
Duration: 17 minutes
Excellent telephone customer service doesn't just happen. It requires dedication, skill—and enthusiasm. Your voice, responsiveness, and product knowledge are the only tools you have to convey the right impression and build customer loyalty over the telephone.
Our comedic hosts have a lot of fun with this subject, but their underlying message is sincere: telephone customer service is an important job and it has to be done well. You don't get a second chance once a customer hangs up—unless you leave that customer with a good feeling and the desire to do business with you again.
The customer part of telephone customer service:
- The greeting
- Listening skills
- Telephone courtesy
The service part of telephone customer service:
- Product and system knowledge
- Complaints
- Problem solving
This new release portrays traditional and nontraditional customer service roles, ranging from a mail order company to a medical setting, from a corporate admin to a warehouse supervisor. These different scenes show that everyone in the organization has customers—even if they are your "internal customer" coworkers.
Our narrator hosts also touch on the finer points, such as up-selling and cross-selling (when an additional product or service would better satisfy customer needs). And they explain how to handle angry or dissatisfied customers in a way that both solves the problem and ultimately strengthens the relationship.
Telephone customer service takes skill and finesse. This video conveys the communication skills and positive attitude necessary to provide service—and project that warmth in your voice, call after call!
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Dealing with the Irate Customer - DVD
Duration: 21 minutes
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.
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Call of the Mummy - DVD (DS)
Duration: 19 minutes
This DVD uses entertaining, engaging vignettes featuring Customer Service Reps in business, government and healthcare to illustrate the do's and don'ts of customer service on the phone.
Telephone Customer Service Representatives (CSRs) give an organization heart, soul and feelings. They are often the first point of contact for customers, a critical component in how customers judge an organization, and ultimately whether they'll want to do business with that organization. In response,organizations expect their telephone service representatives to provide the empathy, knowledge and problem solving abilities that keep customers happy. that's a lot to expect, but with the right basics, CSRs can provide the excellent service that both customers and organizations expect.
When a customer or potential customer calls and speaks to a CSR, there is a "Moment of Truth" during which the customer evaluates the company. It may be a subconscious mental rating or, after a few encounters, a deliberate one. Research has shown that positive perceptions of an organization's service can offset negative perceptions of its products. But, if the perception of customer service is poor, the customer will probably never change his or her negative assessment of the organization.
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.
Viewers will learn eight key skills for quality customer service:
- Use good communication skills
- Know your products and services
- Personalize the call
- Listen carefully to callers
- Encourage complaints
- Manage complaints with a service recovery plan
- Stay calm -- give feedback and offer a solution
- Recognize opportunities to make a sale
Contents:
- DVD plus Downloadable Materials
- Downloadable Materials:
- Leader's Guide, Participant Workbooks
- Downloadable materials will be emailed after order completion
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Cliff's Customer Service Adventure - DVD (DS)
Duration: 13 minutes
This fun, zany video — designed for young trainees who are performing front-line customer service — features Cliff, a hip "20-something" in search of excellent customer service.
He is our guide in this adventure, as we "watch the master" and observe interactions between him and service providers in a variety of locations. With his humourous comments and funny antics, we get clueful in no time.
Cliff's route takes us through some pretty awful, but typical, customer service scenarios in a fastfood restaurant, a bank, a computer store, a hotel reservation desk, a video store, and a department store. Throughout these scenarios, Cliff maintains his sense of humour while giving us tips to transform service into a more positive experience for the provider and the customer.
This film closes with Cliff and several other service providers demonstrating conscientious,problem-solving customer service skills. A review at the end of the video summarizes the learning points. As Cliff says, "making your corner of the world a friendlier place can be fun."When that happens, customers will want to come back again and again. This film features a funcast, memorable scenes, lots of solid information, a variety of service locations, and is perfect for kids from 15 to 50.
Young, front-line service providers learn to:
- Empathize with the customer
- Assess how their business environment influences the customer
- Identify the needs of the customer
- Use polite and friendly behavior when addressing customers
- Practice effective ways to solve customers' problems
Contents:
- DVD plus Downloadable Materials
- Downloadable Materials:
- Leader's Guide
- Downloadable materials will be emailed after order completion
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Customer Service Toolkit - DVD (DS)
Duration: 75 minutes
This video clip library has enough variety to help you build customer service training courses unique to every type of trainee -- over 20 different workplace settings are depicted. You'll be able to create highly relevant courses for new-hires and develop refresher courses for seasoned staff.
The Toolkit contains multiple video clips in these topic areas:
- Attitude
- Communication
- Problem Solving
- Service Recovery
- Supervising a Customer Service Department
- Internal Customer Service
Plus, you will have a variety of video clips in each of these service categories: face-to-face (including field) customer service, telephone service, business-to-business, business-to-consumer, and employee-to-employee/internal customer service.
Each clip is provided in two formats:
- With narration and onscreen graphics to set up the scene
- Without any set-up narration and graphics.
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.
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General Hospitable: Keeping Your Patients Satisfied, (and just plain keeping them) - DVD (DS)
Duration: 20 minutes
This DVD shows each member of your staff how easy and satisfying it can be to turn up their level of care in a medical environment.
Did you know that most patient complaints have nothing to do with medical issues? On the contrary, most complaints arise because patients feel they aren't being listened to, or feel that their questions or concerns are being left unanswered. To guarantee patient satisfaction and patient retention in this day and age It's imperative that your staff understands the importance of consistently addressing patients' emotional needs.
Comprised of seven mini-episodes, General Hospitable depicts a day-in-the-life of a patient –Gladys – beginning with her admission to the hospital and continuing right on through to her discharge. At each stage, viewers first see somewhat lackluster interactions between Gladys and health professionals followed by actively caring ones – a juxtaposition that neatly drives home what an enormous difference a shift in focus can mean to patient and staff alike.
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 team with a vision of what your facility can be when everyone sets their sights on consistently delivering top quality care to your patients.
Participants will learn to:
- Avoid jargon and give patients all the information they need to make informed decisions
- Ease patient's anxiety by taking ample time to explain discharge information
- Solicit patients' problems so you can correct them
- Respect patients' privacy and knock before entering
- Safeguard patient confidentiality and avoid making negative comments where patients can overhear
- Practice service recovery by really listening, apologizing and resolving any problems
Discussion questions cover leadership and management, teamwork, how to handle change, values, and the challenges of customer service. There are also dozens of innovative ideas for integrating the Fun is Good attitude into any organization – any day and every day.
Contents:
- DVD plus Downloadable Materials
- Downloadable Materials:
- Leader's Guide
- Downloadable materials will be emailed after order completion
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Healthcare Toolkit, Volumes 1 and 2 - DVD (DS)
Duration: 29 minutes
The assorted teaching clips in this 2-volume Toolkit — pulled from some of the healthcare industry's best interpersonal skills training videos — can be used to build these core competencies.
Benefits:
- Supports patient-centered care by modeling key interpersonal and service skills
- Improves efficiency by instructing staff on communication, accountability and conflict resolution
- Maximizes training budgets with a library of video clips that can be used for a variety of applications
The Healthcare Tool-kits provide a flexible set of materials that can help you build awareness and skills in workplace interactions and professionalism in responding to patients and co-workers. The video clips have been selected just for healthcare training and fall into these categories.
Volume 1 Covers:
- Ensuring Patient Satisfaction – provides awareness of what matters most to patients and shows how to keep patients satisfied.
- Building Accountability, Ethics and Integrity – demonstrates how individuals can work to improve and maintain strong personal standards when it comes to ethics and responsibility.
- Team Building – illustrates principles of teamwork that lead to the kind of positive, collaborative environment that will keep staff focused on the task at hand: treating patients.
Volume 2 Covers:
- Embracing Diversity – explores the fascinating ways that culture and other forms of diversity can influence patient care while showing healthcare workers how to respect differences.
- Communicating With Clarity – shows examples of communication—with patients and coworkers—and how to improve it.
- Resolving Conflict – examines the roots of workplace conflict and helps develop methods for reducing it.
- Supervising Others – provides examples that help build the supervisory skills of your clinical staff.
You can use the segments singly, by category, or in your own creative combinations. The accompanying Leader's Guides provide suggestions for use, discussion questions and tables to help you identify which segments are most appropriate for your training applications.
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It's A Dog's World, 2nd Edition - DVD (DS)
Duration: 14 minutes
Made exclusively for healthcare, this video's humour will relax your audience from the start, then open minds to the serious bottom-line message — patient satisfaction is central to your organization's survival.
Benefits
- Depicts good and bad service in healthcare
- Increases awareness of patient expectations
- Helps staff see the part they play in keeping patients satisfied
Today's healthcare organizations are judged heavily on their ability to provide a satisfying experience for their patients. Simple things like friendly faces, accommodating service and a respectful attitude make all the difference.
The key to delivering this kind of service is training. And, when it comes to reaching a healthcare audience and making trainees receptive to learning, there is no better option than It's a Dog's World—now in a fully revised 2nd edition. Through the video, trainees experience a day-in-the-lives of Bob and his dog Max.
After both are injured, they are seen by their respective healthcare providers. And while Bob is treated like a dog at his healthcare facility, Max receives the royal treatment at his vet's office.
Viewers will learn:
- The components of good and poor patient service
- The consequences of poor service
- How patients judge the quality of healthcare
Contents:
- DVD plus Downloadable Materials
- Downloadable Materials:
- Leader's Guide, PowerPoint Presentation, Participant Worksheets
- Downloadable materials will be emailed after order completion
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Other Side Of The Window: Providing Exceptional Service in Government - DVD (DS)
Duration: 13 minutes
This important video illustrates how bureaucratic systems and procedures, however necessary to workflow, can get in the way of providing the level of service – and respect – the public requires.
Spend the day with a hapless customer as he experiences life on the "other side of the window". You'll discover, as he does, that'seeking help from public sector customer service representatives is often no picnic. And what makes it worse, and ultimately more poignant for him, is that he is a government worker!
It's a valuable journey into attitudes and assumptions, a realistic look at the day-to-day public sector workplace that is full of customers anxious about the help they need and well-meaning CSRs hampered by inflexible rules.
In addition to the vignettes that take place in office settings with actual service "windows," the scenario of our forlorn friend stuck on the side of the road with his stalled auto also demonstrates the need for good government customer service. When a County Works truck comes along, our"customer" thinks he's saved. But this government worker only lets our friend know he's blocking the road and should move immediately, without offering assistance.
There's nothing quite so powerful as viewing circumstances from the other person's perspective. This is the true value of The Other Side of the Window.
Viewers will learn:
- How to apply flexibility and common sense in addition to working 'by the book'
- Behind every voice on the phone is a real human with real needs and concerns
- People seeking help from government agencies are addressing serious issues.
- Empathy goes a long way.
- Every customer should be treated with courtesy and respect, regardless of circumstances.
- Customers expect equal levels of customer satisfaction from public and private sector CSRs.
Contents:
- DVD plus Downloadable Materials
- Downloadable Materials:
- Leader's Guide
- Downloadable materials will be emailed after order completion
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Remember Me, 3rd Edition - DVD (DS)
Duration: 16 minutes
If you could purchase just one customer service training video, this would be it. First produced by CRM more than 20 years ago, Remember Me immediately hit the best-seller list and has remained there to this day!
There's no doubt about it. Good customer service is as simple as common courtesy. But common courtesy can be hard to find these days. Nothing illustrates this more effectively than Remember Me, the best customer service training video on the market. This 3rd edition of Remember Me continues to instill a timely and timeless message: treat the customer as an individual and you will be rewarded with loyal patronage for years. Plus we have added bonus Opener and Closer segments that instill the message of Service for your trainees.
A hapless, harried customer. that's who you'll meet in Remember Me: A customer just like you who turns to businesses like yours and receives less than ideal service (to put it mildly). Here's a customer who has been doing business in the same places for years and yet is treated like a stranger – and worse. A customer who is about to be fed up and take his business elsewhere – and share his negative experiences with friends and associates. But, because he doesn't complain, these businesses will never know.
Remember Me is a 10-minute gem that's easily adaptable to current training programmes. It's also an ideal training tool around which an entire training programme can be developed. Either way you'll have unforgettable customer service training at your disposal.
Participants will learn that:
- Customers can forgive mistakes but not bad attitudes
- Poorly treated customers spread the word
- Customers will take their business elsewhere without a second thought
- Exceeding customer expectations is the key to building customer loyalty and a healthy bottom line
Contents:
- DVD plus Downloadable Materials
- Downloadable Materials:
- Leader's Guide
- Downloadable materials will be emailed after order completion
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WAYMISH - DVD (DS)
Duration: 18 minutes
Through a reality TV approach that is both funny and timely, this programme reveals customer service reps in a variety of settings who are inadvertently driving good customers away. Having been caught "in the act", each gets a chance to see themselves the way others see them.
Benefits
- Develops front-line service skills
- Builds customer-friendly attitudes
- Helps companies compete
Nothing is more frustrating for customers than when they are trying to do business with your organization and they are thwarted by service providers who:
- are unfriendly or just plain disinterested
- are less than helpful when a question or problem is presented
- blindly enforce "policy" without using common sense
These are the very behaviours behind a "WAYMISH"—a situation where a customer was ready and willing to give you their money but left without doing so. One WAYMISH = One lost customer (and all the future revenue They'represent)!
Skills points include: Quickly Acknowledge the Customer, Coach Each Other, Find a Way to Say YES, Listen Carefully, Fix It on the Spot and It IS Your Job!
The Supervisor Show component plays off the main WAYMISH show and helps supervisors see the role they play in supporting their front-line employees and preventing WAYMISHes.
Contents:
- DVD plus Downloadable Materials
- Downloadable Materials:
- Leader's Guide, PowerPoint Presentation, Participant Workbook
- Downloadable materials will be emailed after order completion
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We're On The Same Team, Remember? - DVD (DS)
Duration: 20 minutes
What can a mere 20 video minutes do to help all employees take a hard look at their own performance, operate as team players and understand the supreme importance of satisfying customers? Plenty.
In fact, no video training programme has ever done so much for so many. We're on the Same Team, Remember? is one of today's most versatile and important teaching tools.
It dramatizes striking examples of how much can be lost when employees are careless, don't pull together and don't put the customer's real needs first. As the all too familiar drama unfolds, participants see how listening to clients' needs and expectations,clarifying inter- and interdepartmental tasks when servicing the customer, and being available and responsive are all crucial to keeping customers from going elsewhere.
The ending is left open-ended so that viewers' imaginations are challenged and the group can be left to discuss:
- Why efficient teamwork has everything to do with customer satisfaction, job satisfaction and company survival
- Why every employee in every department must focus on the needs of the customer.
Contents:
- DVD plus Downloadable Materials
- Downloadable Materials:
- Leader's Guide, Participant Workbook
- Downloadable materials will be emailed after order completion.