The 10 complete games in this brand new games product from Fenman are ready to go – all the materials are.....
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We have said it before and we will say it again: like it or not, customer service is the competitive battleground of.....
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Southerners talk too slowly. New Yorkers are rude. New Englanders don't say much at all. Anybody who lives in the U.S......
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Loaded with graphics and vignettes, "The Basics of Profitable Customer Service" should be required viewing.....
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Presents actual examples of successful employee involvement at Network Equipment Technologies who has never lost a.....
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It's not customer satisfaction, but customer delight that will distinguish the winners from also-rans. Tom Peters Tom.....
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A motivating 10-minute video with animation, a case study and featuring psychologist Peter Quarry… offering a.....
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This book outlines step-by-step how to build a strong foundation for long-lasting customer partnerships. It presents.....
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Improve customer satisfaction! Set in a variety of retail locations, your employees will learn that Customers Are.....
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Customer Service Reps must be ready to communicate the voice and spirit of your organization as well as develop the.....
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Give your CSRs the skills and competencies they need to face the challenges of their valuable positions.
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This is a powerful pack that will help your call centre achieve maximum performance by developing and motivating its.....
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Successful organizations know how to listen to their upset customers (clients, guests, patients, passengers, members or.....
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Learn how to deal effectively with angry customers, clients, or colleagues and be able to work through conflicts &.....
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To help people realise that it is up to them to choose what emotions they want to show.
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Thirty questionnaires and inventories covering different aspects of customer care including service employee attitudes.....
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Using humour and wit, this animated parable illustrates how customer complaints can actually be gifts in disguise,.....
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Tom Peters hosts this news magazine style program which features his good friend and favourite customer service legend.....
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It's here - an attitude-changing program that's guaranteed to help your employees be enthusiastic about cross-selling!.....
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Select some activities for customer services staff, others for developing managers.
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Key points: * Establish initial rapport with a customer * Determine customer needs * Present features and benefits of.....
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An introduction to process management.
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In the 1990s, both Macy's and Bloomingdale's - two of the nation's most venerable retailers - filed for bankruptcy......
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Dru Scott, acclaimed author and psychologist, explores the difference between customer service and customer.....
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This highly motivating program will show you how to quickly improve customer service skills inside your organization.....
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Good customer service is easy to recognize, but often difficult to deliver consistently. This training tool will help.....
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This practical resource book includes articles, training tools, case studies, and job aids that you can use to.....
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Teach your salespeople selling skills that increase sales and give them more confidence in themselves and your.....
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Customize your training with 72 high-quality video clips focusing on attitude, communication, problem solving, service.....
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The series comprises of the following 3 videos detailed descriptions of which are available under their individual.....
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From the world's leading authority on customer service… this do-it-yourself resource will save you hours of work.....
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Triggers are a training resource which stimulate discussion. Each trigger is focused on finding practical solutions to.....
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Cites bank examples and role plays to show the 4 personal traits shared by employees who provide quality service; and.....
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Designed to motivate your team to rethink the simple needs of customers and apply skills that meet these needs. You can.....
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Develop techniques to handle angry, abusive or uncooperative people.
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Key points: * Rephrase the customer's statement * State your position * Acknowledge the customer's feelings * Ask.....
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To give all types of customer-facing staff the rules for achieving customer satisfaction - even when handling the most.....
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The hilarious follow-up to our classic The Guest. The Difficult Guest video tackles the tough issue of dealing with.....
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This customer service training package consists of 1 videotape with 5 units.
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This video looks at what really alienates your customers. What makes them want to stay away and not buy your product......
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Exceed Customer Expectations shows you how to really exceed the expectations of your customers and gain their loyalty......
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It won't take you long to find the many ways Excellent Customer Service can be used. Within its handy ring binder.....
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Back in the mid-80s, Pioneer - the nation's leading supplier of hybrid seed - saw that every year there were fewer farm.....
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Objectives:* To promote an awareness about the importance of providing good customer service... from the customer's.....
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Objectives:* To promote an awareness about the importance of providing good customer service... from the customer's.....
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Objectives:* To promote an awareness about the importance of providing good customer service... from the customer's.....
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Objectives:* To promote an awareness about the importance of providing good customer service... from the customer's.....
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Motivating people to care about customer service.
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Your business is not what you sell, it's who you serve. Meet Bob Farrell, founder of Farrell's Ice Cream Parlor and.....
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Illustrates to employees how to respond positively in difficult customer service situations. Employees will see the.....
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One of the best and most sought after Customer Service programs available. The Guest video has a brief but poignant.....
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Use our proven formula to diffuse anger, resolve problems and gain positive outcomes from difficult situations......
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One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. You have to.....
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Hire only the best! Learn effective "how-to" methods for interviewing and selecting the right retail.....
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Everybody's somebody's customer--inside or outside the organization. This video helps viewers see the big picture by.....
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This humorous and entertaining film teaches employees how to make a quick and genuine connection with a customer that.....
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Gaining the trust of patients, patient family members and co-workers is key to providing exceptional healthcare. How to.....
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To ensure anyone dealing with customers learns the basic techniques for achieving customer satisfaction.
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Based on John Guaspari's best-selling book, this video fable:* Shows everyone that quality is an awareness and an.....
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To ensure customer-facing staf f learn how their behaviour can be used to improve customers’ attitudes, and.....
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Customer care is critical to all companies and all companies have both internal and external customers. Customers are.....
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Every activity contains detailed instructions for the trainer, together with ready-to-copy masters for OHPs and any.....
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Case studies from Disney, 3M, Stew Leonard's, North American Tool and Die, and others give insights into all aspects of.....
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Set in a shop, an airline call centre, a bank, a hospital and on public transport - it's the story of a young man who.....
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The quality of the care we offer the customer starts with the quality of the care we give one another in our own.....
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Defines the concept of customer service as each department treating every other department as a customer and shows how.....
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Use these 21 activities to illustrate everyone's role in the internal service chain.
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To encourage front-line staff to behave in ways they will help them provide a high level of service to customers.
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It's Show Time is a look at customer service and corporate culture from Stew Leonard's Dairy in Norwalk, Connecticut -.....
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Southwest Airlines employees take personal responsibility for the company’s overall success. For every ticketing.....
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It’s Your Call emphasizes personal accountability as it teaches your employees to actively improve their.....
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This video celebrates the incomparable power of customer service delivered from the heart. Based on the work of noted.....
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In this video, hear from a former Disney executive about how leadership can ensure that high quality customer service.....
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Learn how to inspire employees, improve attitude, and deliver great customer service in this high-energy, motivational.....
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Stimulate your management team to calculate what a single customer can be worth over a lifetime, and treat each.....
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Drive home the point that customers have the power to take you to the top - if you're willing to listen and let them. *.....
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It's important to be a good listener, especially in high-pressure situations when customers are demanding, and.....
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Featuring the world famous PUMPKIN METHOD
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Everybody recognises the importance of customer service, particularly at points of customer contact. But for lasting.....
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It is three to six times cheaper to retain existing customers than to attract new ones. Facing a dwindling "baby.....
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The customer may always be right, but some customers are certainly more difficult to deal with than others: the angry.....
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Help managers motivate and empower their people to meet and exceed customer expectations.
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To be competitive you must satisfy your customers, and you will only know how well you are satisfying them if you.....
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Impress upon your team just how much power frontline people have to affect customer satisfaction. * ServiceMaster built.....
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As president and CEO of Scandinavian Airlines (SAS), Jan Carlzon turned a weak air carrier into an astonishing success.....
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This entertaining film with excellent production values shows viewers the importance of treating customers with the.....
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To ensure people learn how to handle complaints and help prevent them from recurring in the future.
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Tom Peters said "The One To One Future makes my `close to the customer' axiom pale by comparison."
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How do you dazzle and delight dissatisfied customers? Why does "responsible freedom" motivate employees?.....
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Sexual, racial and other forms of harassment are on the increase. This practical programme looks at the effects on.....
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Tom Peters gets to the heart of the excellence message by taking viewers on location to five leading organizations that.....
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Tom Peters gets to the heart of the excellence message by taking viewers on location to five leading organizations that.....
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Value your customers and yourself
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This is one programs that gets even better with age and has become staples in the training and personal development.....
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This video covers key training areas for achieving superior customer service by putting customers first. These include.....
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John Guaspari helps your managers find the hidden opportunities for establishing a customer satisfaction-driven.....
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It is one thing to read about quality service. It is more effective to see it practiced in a real-world setting. Actual.....
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Enjoy fast tunrnaround training in customer service with this hands-on guide. Hits all the buttons that generate repeat.....
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Presents Mike Robson's CARE Model, consisting of four essential steps: * Customer/Supplier Chains - establish who your.....
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One of the most popular videos ever made, this program reminds us that some customers don't complain when they are.....
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Identify the ten core principles of excellent service and what typically turns customers off. 1. Professional.....
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Call centre professionals have to be knowledgeable about their products and services so that they can offer advice and.....
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Show your managers the benefits of viewing customer service problems as opportunities for improvement. * British.....
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Help customer-facing staff become sales motivated - not sales resistant.
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WHAT'S IT ALL ABOUT:Today's customers are spoiled. But if you can wow them with an unforgettable experience, you'll win.....
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This program offers real-life examples of service excellence. It was filmed at Baptist Health Care, a hospital which.....
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Consumers and businesses are tight with their pocketbooks, distributors are squeezing us, the marketplace is full of.....
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Consumers and businesses are tight with their pocketbooks, distributors are squeezing us, the marketplace is full of.....
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Three dramatic turnaround stories illustrate the tangible link between service and profits and show how any company can.....
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It's important that we project a feeling of competence which will convince the customer they've come to the right.....
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This program introduces six of the key steps used to achieve a customer service turnaround. The content is specifically.....
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Show frontline service workers how to realistically solve problems and build customer loyalty.
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See the direct connection between a supervisor's behavior and the way employees treat customers.
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Personal knowledge of your customers - their issues, problems, and challenges - is the essence of corporate strategy......
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Evaluate the service you provide from a customer's point of view. Learn behaviours that internal and external customers.....
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The video presents a simple, 4 step method that every employee can use to prepare and organize each outgoing call. This.....
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Taking C.A.R.E. of Business emphasizes personal accountability as it teaches your employees to actively improve their.....
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A concise guide to customer retention strategies and tactics. Designed to serve as an "idea starter" for.....
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