Customer Service/Sales

In today's day and age, the one thing that will separate a winning company
from the rest is quality service. Regardless of if you work with the public or within your own company, a high
level of service is the one thing that will make you stand out.
Dynamic Training Media provides the following titles related to customer service.
Please browse the title synopsis for more details.

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TITLE

Expert

 Time Sale Rental
An Inside Job Video Arts 23 $870 $250
Attitude: It's Your Choice 13 $395 n/a
 
Boomerang 10 $495 $150
But I Don't Have Customers! Best Seller 21 $695 $165
Call of the Mummy 19 $695 $275
Case of the Vanishing Customers, The 17 $870 $250
 
Cost of Intolerance, The 17 $795 $195
Customer FUNdamentals (CD-ROM) $1,295 n/a
Customer Is Always Dwight, The Video Arts 21 $870 $250
Customer Service series 3 part series $1,295 n/a
Customer Service: Difficult Customer ALERT (VTK) 20 $650 $165
Customer Service: The Royal Treatment (VTK) 19 $650 $165
Customer Talks Back, The Customers 11 $395 $165
Demanding Customers - Customer Care Made Perfect 20 $870 $250
 
Difficult Guest, The 23 $895 $295
End of the Line, The 15 $550 $130
 
Exceeding Expectations Harry Anderson 14 $625 $195
 
 
Five Values of GREAT Customer Service, The 23 $625 $295
 
 
Fun is Good 14 $695 $275
Give 'Em the Pickle 18 $795 $295
Glad I Could Help: Real Customer Services Situations for Discussion 21 $795 $235
Guest, The Best Seller 13 $795 $295
Hot Under the Collar 17 $595 $140
 
 
How to Handle Objections 28 $395 n/a
 
How to Lose Customers Without Really Trying 33 $870
 
If Looks Could Kill: The Power of Behavior Video Arts 28 $870 $250
I'll Be Back Bob Farrell 28 $595 $250
It Starts at the Top: TELDOC Live 29 $395 n/a
It's Your Call 25 $625 $165
Just Incredible! A Customer Service Story 2nd Edition 17 $695 $165
Last Call 23 $495 $165
Legendary Service Ken Blanchard 180 $995 $250
Lily Tomlin - Dealing with Disappointed Customers Lily Tomlin 21 $860 $195
Lily Tomlin - One Ringy Dingy Lily Tomlin 18 $860 $195
Lily Tomlin - Seven Deadly Sins of Customers Lily Tomlin 21 $860 $195
Lily Tomlin - What Customers Want Lily Tomlin 19 $860 $195
Lily Tomlin (series) Lily Tomlin $2,800 $625
Many Happy Returns 18 $595 $165
No Complaints? Complaints and the Customer 24 $870 $250
 
Point of Impact 15 $625 $195
 
Quality Service in the Public Sector Best Seller 24 $650 $150
Remember Me 16 $795 $275
Secret: Customer Service Uncovered for Hospitality, The 20 $495 $120
Secret: Customer Service Uncovered, The Best Seller 15 $695 $165
Secret of Guest Relations, The 23 $495 $195
 
Smart-Start: Think Like a Customer Meeting opener 4 $295 n/a
SMILE! It's About Your Attitude 12 $595 $250
SO HELP ME (Employee & Supv. versions available) 16-18 $695 $295
Taking C.A.R.E. of Business 23 $625 $165
Take Care 30 $595 $195
 
Telephone Courtesy Pays Off II 19 $695 $165
Telephone Courtesy: The Royal Connection (VTK) 21 $650 $165
 
What's In It For Me? $645 $195
 
Who Sold You This, Then? John Cleese 30 $870 $250
You've Got Customers! And They Want Action! 20 $695 $295

An Inside Job

#CS-VAN000
23 min.
Sale: $870.00
Rental: $250.00

Outline the 3 steps of effective internal customer service for your employees, motivating them to put internal customer care into practice throughout your organization.

Focus Points
Identify your internal customers
Consult your internal customers
Service your internal customers
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BOOMERANG  Produced: Oct. 2002  10 minutes Sale: $495  Rental: $290

Key Features Include:
10 minute video and a workbook with activities and worksheets

A motivating 10 minute video with animation, a case study and featuring psychologist Peter Quarry... offering a simple lesson to create happy customers, cooperative team colleagues and motivated employees.

A powerful tool to develop emotional competence!

BOOMERANG explains the Reciprocity Urge... the basic drive, in all of us, that compels us to return favors, to repay kindness with kindness, to reciprocate when someone gives us something.

BOOMERANG introduces Bill, a manager whose team won't listen to him and resists change. A colleague explains the Reciprocity Urge and how Bill's behavior may be the problem.

"You're friendly, they're friendly. You put yourself out, they put themselves out. If you listen, they'll listen".

Bill begins to take a good look at himself and to choose positive boomerangs... and learns how to get the most out of people.

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But I Don't Have Customers

#LC-BUTI
21 min.
Sale: $695.00
Rental: $195.00

Internal customers are often ignored or taken for granted - an attitude that compromises the productive flow of work through your company. This video will teach your employees to respect internal customers as if they were paying clients.

Focus Points
Show respect for internal customers by determining their needs
keep internal deadlines and make commitments that stick
listen, ask question, and improve relations with coworkers
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Call of the Mummy

CRM-CallMummy    19 mins.     Sale: $695.00    Rental: $275.00

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.

The Call of the Mummy uses entertaining, engaging vignettes featuring CSRs in business, government and healthcare to illustrate the do's and don'ts of customer service on the phone.
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

Program Contents:

* VHS or DVD, Leader's Guide, sample Participant's Workbook.

Note: If you purchase on DVD, please note that you will be provided with a DVD-R. Please make sure your player can accommodate this format.

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Customer FUNdamentals CD-ROM  Sale: $795

New staff members need to learn the people skills that are required for effectively dealing with customers. They'll see how it's done in this all-inclusive program, from greeting customers to handling complaints.

With the Customer Fundamentals CD-ROM, employees improve their customer care skills at their own pace, on their own time, right at their PC, with no danger of offending a real-life customer!

The Customer Fundamentals CD-ROM instructs on these topics:

* Creating the right impression
* Coping with difficult customers

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Customer Service: Difficult Customer ALERT (VTK)

#CS-CUS003
20 min.
Sale: $650.00
Rental:$165.00

Employees learn how to quickly diffuse angry customers using a simple process to turn an unpleasant situation into a positive interaction.

Focus Points
Perfecting listening skills
Creating a customer service "rescue"
Diffusing emotions of unhappy customers

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Customer Service: The Royalty Treatment (VTK)

#CS-CUS001
19 min.
Sale: $650.00
Rental: $165.00

Covering the 5 rules of exceptional service, demonstrating to employees how easy it can be to make guest feel like royalty.

Focus Points
Pro-active customer service
Secrets of "Guest relations"
Everyone is a "customer"
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Customer Service series (VTK) (3 part series)

#CS-CSS
Sale: $1,295.00

1. Customer Service: The Royalty Treatment
2. Telephone Courtesy: The Royal Connection
3. Customer Service: Difficult Customer ALERT

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Demanding Customers  Produced: 1999  20 minutes  Sale: $870  Rental: $250

Customer Care Made Perfect

The objective of this training program is to give all types of customer facing staff the rules for achieving customer satisfaction-even when handling the most demanding people.

The Video Demanding Customers is an amusing video that demonstrates the techniques for making demanding customers satisfied. Several realistic scenarios draw on the everyday experiences of front-line staff and the different characters they face up to: Mr. Snappy, Mrs. Picky, Mr. Happy and MS. Fish. In a wrong-way scenario, the video shows how easy it is to enrage and frustrate these demanding customers. Then, when the staff adopt the Perfect technique-being polite, efficient, respectful, friendly, enthusiastic, cheerful and tactful-they manage to change the outcome. The simple but effective lessons are highly memorable-easy to adopt and put into practice at all levels across any organization that deals with customers.

Features and applications:

* Integrates with and supports any customer care course
* Entertaining and easy-to-follow video
* Effective mnemonic, ideal for role-plays
* Four separate scenarios tackling key customer service skills

“Demanding Customers creates a real buzz and interest in what it’s saying.” 

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The End of the Line: Angry customers can make or break your business!

#LC-LINE    15 mins. Sale: $550.00    Rental: $130.00
Key Features Include:
Training Leader's Guide, 15 min. video

Also available: Desk Reminder Cards

Customers, especially angry ones, can make or break your business! If they are not treated with care, they can hang up and take their business elsewhere--or worse yet, advise others to do the same. If an employee becomes defensive while dealing with an angry customer, the situation could become a major problem.

Avoid potentially damaging confrontations on your service lines! This dramatic video shows employees how to deal with angry customers and solve their problems with tact and concern.

How-To Training Points:

* How to calm a customer, express concern, and uncover feelings and needs
* How to exchange mutual feedback and find alternative solutions
* How to agree on a solution that will build trust and loyalty 

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Exceeding Expectations
Best Seller

#RBV005
14 min.
Sale: $625.00
Rental: $175.00

Join Harry Anderson on a fast-paced, humorous shopping trip to buy his wife a birthday present. Harry has come to his favorite gift shop - favorite because he is treated so well by Judy, the salesperson. Harry clearly makes the point that excellent customer service is what keeps him coming back.

Focus Point
Create a relationship, not just a sale
Really listen to the customer to find their needs
Respond quickly
Avoid "I don't know"
Truly exceed expectations
Create Customer loyalty
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Fun is Good

        CRM-FunGood    14 mins.    Sale:$695.00    Rental: $275.00
This seriously inspirational program takes you out to the ballgame and behind the scenes with the Saint Paul Saints, a minor league baseball team from Minnesota. The people who work here wake up every morning loving their jobs - and that means their customers love coming to the games.

How do they do it? They know fun is an attitude. An experience. They take charge of their day - and remember to have fun.

Simply having more fun on the job can make employees more creative, more productive, and ultimately, more satisfied.
Key concepts in the video can bring this mindset to any workplace:

* Discover Your Passion
* Bring a Positive Attitude
* Show People You Care

Fun Is Good is a trademark of the St. Paul Saints Professional Baseball Club, Inc. and is used by permission.
Program Contents:

* VHS or DVD, Leader's Guide, PowerPoint Presentation on CD-ROM with film transcript, 10 Participant Workbooks, 10 Reminder Cards. Bonus extended-cut DVD version of show included with either video format.
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Give Em the Pickle

#MPCO12
18 min.
Sale: $695
Rental:$250

We're all in the same business, the people business. It's not what we make or sell that's critical, it's how we take care of the people who buy it. 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. It may be walking a customer to an item they're looking for rather than just pointing. Or maybe it's a handwritten "thank you" note in every order shipped. The trick is figuring out what your customers want, then making sure they get it, that's the "Pickle!" Focus Points
Service
Attitude
Consistency
Teamwork
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Glad I Could Help: Real Customer Service Situations for Discussion
Topic: Customer Service    Length: 21 min
VHS Lease/Purchase: $795/15-Day Rental: $235/15-Day Extension: $160 New! DVD Lease/Purchase: $995/15-Day Rental: $395/15-Day Extension: $195

Glad I Could Help illustrates to employees how to respond positively in difficult customer service situations. Employees will see the most common internal and external customer service situations, both over the phone and face-to-face. In each situation, employees will learn that by responding with a "glad I could help" attitude, customers will feel positive about the employee, the organization, and the way they have been treated-ultimately creating long-term customer loyalty.

Key Learning Points:

* Understand that the number one thing that really matters to customers is how they are treated * Keep your focus on what you can do to solve a customer's problem * Exhibit a "glad I could help" attitude when dealing with customers * Make sure the customer is left with a positive, memorable impression

The program teaches employees how to handle these situations:

1. The phone rings when dealing with a face-to-face customer 
2. An irate customer who has just gone through an automated phone system
3. A customer who's delivery expectations have not been met
4. An internal customer who has been promised service, but has not received it
5. An upset customer who has been transferred several times 
6. Being interrupted by a customer who needs help 
7. Making an exception to a policy to help a customer 
8. An angry customer who has an unexpected high bill and damaged goods

The program teaches these steps employees can take to show a "glad I could help" attitude:

1. Thank the customer & empathize
2. Acknowledge emotions
3. Ask for permission
4. Reassure you can help
5. Offer to go the extra step
6. Gently confront

Program Includes:
* Facilitator Guide * Reproducible Participant Materials * Reproducible Self-Study Workbook

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    ___________________________________________________________

Hot Under the Collar

#LC-HOT
17 min.
Sale: $595.00
Rental: $140.00

This award-winning video teaches service personnel how to calm angry customers, get to the root of the problem, and handle customers tactfully and effectively. Focus Points
Acknowledge customer feelings, get the facts, and uncover needs
Solve the problem so the customer will want to come back
Suggest alternatives, agree on solutions, and follow through
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I'll Be Back

#MPC002
29 min.
Sale: $595.00
Rental: $165.00

68% of customers take their business elsewhere due to poor service. Bob Farrell (Farrell's Ice Cream) shares the principals that will get each customer to utter the most important words, "I'll be back!"
bulletService
bulletConsistency
bulletAttitude
bulletTeamwork

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If Looks Could Kill: The Power of Behavior
Best Seller

#CS-VIF000
28 min.
Sale: $870.00
Rental: $250.00

Program reveals that behavior can be a powerful tool, or a dangerous weapon. We can use it positively for the good of all, or we can attack with negative behavior, to enrage, wound, scare or even kill. It uncovers why an individual can be pleasant to one person, the offensive to another, simply in response to that person's behavior. Focus Points
Behavior breeds behavior
Behavior is a choice
Use people's names
Pay attention to their case
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It's Your Call - Remarkable Customer C.A.R.E. On The Phone

Produced: 2000      #STR-IYC    24 mins. Sale: $625.00    Rental: $200.00


When you think of the times you’ve had great experiences as a customer, you automatically think of the people who made those experiences happen for you. We all instantly know it when we encounter a remarkable customer service professional, so why is it that some customer service pros just stand out?

The simple answer is that great customer service professionals make a choice: Everyday, with every customer, on every call, they choose to do all they can to make their customer’s experience as positive as it can be. In other words, they care, And it isn’t just that they want to care, it’s that they know how to care. Somewhere along the line they learned that to deliver remarkable customer service, you have to choose to be Connected, Attentive, Responsible, and Enthusiastic (C.A.R.E.).

Key Training Points:

Every day, with every customer, on every call, make the choice to C.A.R.E. Great customer service professionals choose to be:

Connected - Meet customers “where they are.” Treat them like you’d want to be treated.

Attentive - Give every customer your full attention. Guide the call by listening, being clear and checking in.

Responsible - Own the call, never take things personally, and follow through. Remember, it’s your call!

Enthusiastic - Treat every customer as if they were your only customer.

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Just Incredible! A Customer Service Story

#LC-JUST
20 min.
Sale: $695.00
Rental: $165.00

Mr. Badger expects the worst as he sets out for the bank, health clinic, retail store, and post office, while Mr. Goodwin, who approaches his chores with a cherry, expect-the-best attitude, has some surprising and hilarious experiences in the same customer service settings as Badger. Suffice it to say, the stories they bring home are "just incredible!" While customer service training is obviously not new, smart companies always look for refreshing new approaches to reinforce service techniques and inspire commitment among front-line personnel. This refreshingly different video uses humor, drama, and irony to demonstrate how customer service really does make a difference. Focus Points
Variety of Service Settings
Bank
Medical clinic
Retail store
Post office
Utility company
Fast food restaurant.
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Last Call

#RSP002
23 min.
Sale: $495.00
Rental: $165.00

Comedian Ross Shafer trains a telephone customer service rep. And he stumbles through a series of funny foul ups and faux pas -- proving great customer service takes great skill. Focus Points
Basic telephone courtesy
Order taking & Telephone selling
Dealing with angry customers
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Legendary Service  Author: Ken Blanchard  3 hours  Sale: $995

Key Features Include:
3 Video Package includes:
A 180-page facilitator's guide containing suggestions for presenting the 10 fundamentals of Legendary Service, 23 practical exercises,19 service success stories, and statistics that demonstrate the financial impact of extraordinary customer service.

Legendary Service teaches people at every level of the organization how to exceed customer expectations.

Competing solely on the basis of product differentiation or price is not enough to ensure success. To remain competitive, companies must treat service as their primary product—a product that can be constantly improved. However, customer satisfaction cannot be achieved if employees do not have the authority to solve their customers' problems. It only can be achieved when employees are empowered to make decisions and take actions that will make the customer's experience exceed any encounter with the competition.

Legendary Service Video Package includes 3 one-hour videos.

This three-part video series presents the 10 fundamentals for defining, achieving, and maintaining legendary service.

Viewers will be able to do the following:

* Start a service-improvement program.

* Improve levels of service.

* Ensure continuous improvement of service. 


Legendary Service Overview:
This video is a one-hour adaptation of the three-hour series for $595.

Legendary Service Participant Workbook:
This 79-page workbook presents the 10 fundamentals of Legendary Service and 23 interactive exercises for evaluating current performance and developing a service-important game plan. Ideal for your workshop! 

Lily Tomlin: One Ringy Dingy: You are the Company

#MM003
18 min.
Sale: $860.00
Rental: $195.00 Focus Points
Customer service problems & solutions
5 secrets of perfect telephone technique & vocal quality
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Lily Tomlin Customer Service Training Series (4 part series)
Best Seller

#MMLTS
Sale: $2,800.00
Rental: $625.00

Lily Tomlin is hilarious in her roles to teach excellent customer service.

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Lily Tomlin: What Customers Want

#MM004
19 min.
Sale: $860.00
Rental: $195.00 Focus Points
What customers expect
How to apply new concepts
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Many Happy Returns

#RSP003
18 min.
Sale: $595.00
Rental: $165.00

Comedian Ross Shafer takes you on a tour to show you why customers return. Using service winners and losers in a tune up shop, office products store, athletic shoe store, room service and a "take out" restaurant. Focus Points
Good first impression
Answer customer questions
Give more than customers expect
Create personal relationships
Resolve conflicts for loyalty
Thank them
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No Complaints? Complaints and the Customer

24 minutes Sale: $870  Rental: $250
Key Features Include: Leader's Guide

Rude. Vindictive. Angry. Vengeful. If these terms describe the complaining customer, then it’s no wonder employees pass the buck to avoid dealing with them. Yet for every customer who airs a complaint, ten more remain silent and take their business elsewhere.

The video "preview" clip shown on this page requires that Windows Media Player is installed on your computer. To add this media player product, go to Windows Media Player Download

No Complaints? Complaints And The Customer teaches the behavioral aspects of coping with complainers and shows that a properly handled complaint can actually lead to a better relationship with the customer.

Unfortunately, that’s not standard operating procedure at the Parker & Gibbs retail outlet. Here, rules dictate that frontline staff turn to the all-purpose DMP101 complaint form when faced with a disgruntled customer. But instead of putting an end to the matter, this unsympathetic response ignites a truly explosive situation. Staff soon learn that to keep aggression under control, they must take complaints seriously, listen, show sympathy and agree on a course of action.

But the problems don’t stop there. When Parker & Gibbs misses a scheduled delivery to a customer, the floor manager fails to ask the questions that would enable him to solve the problem. Meanwhile, in the back office, an accounting clerk’s innovative solution to a supplier’s payment problem is doomed because of failure to check up on the agreed course of action.

Eventually, the staff of Parker & Gibbs get it right. Meanwhile, their series of hilarious vignettes illustrates practical techniques for dealing with agitated and emotional customers, whether external or internal.

Learning Objectives:

* Listen
* Sympathize
* Ask the right questions
* Agree on a course of action
* Check to see it is carried out

Suggested Uses:

* Customer care face to face
* Internal customer care
* Orientation

This production features Jane Horrocks, Deborah Norton, Jesse Birdsall and Stephen Tompkinson.

Video produced in 1994 and CD-ROM produced in 1999.
 
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Point of Impact

#RBV006
 15 min.
Sale: $625.00
Rental: $195.00
NEW

Wherever the customer comes into contact with your organization is the Point of Impact. The key to serving those customers begins with having and A-C-E up your sleeve. Focus Points
Attitude (positive)
Communication (body language & listening)
Effort (especially when things go wrong)
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Quality Service - In the Public Sector

        #LC-PUB1    24 mins.    Sale: $650.00    Rental:$150.00

Follow this imaginative video through various government settings where public employees are shown how to create satisfied customers at every encounter. Employees will see that excellent customer service in the public sector doesn’t have to be a dream!

Training Points:

* How to sift the focus to what can be done for the customer, not what can’t
* How to use facts to help customers let off steam
* How to ask questions and give undivided attention

Training Package includes: Training Leader’s Guide  

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    Remember Me

    CRM-RemMe    16 mins.    Sale: $795.00    Rental: $275.00

    NOTE: Hospitality and Automotive versions also available.        

Brand-new version! The best customer service training video on the market just got better.

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. Updated for 2000, this 3rd edition 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.

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. Because not all customers complain. Some simply take their business elsewhere.

If you could purchase just one customer service training video, this would be it. First produced more than 15 years ago, Remember Me immediately hit the best-seller list and has remained there to this day! It's a 10-minute gem that's easily adaptable to current training programs. It's also an ideal training tool around which an entire training program can be developed. Either way you'll have unforgettable customer service training at your disposal.

* 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

Program Contents:

* VHS or DVD with Opener and Closer segments, Leader's Guide, Follow-up Activity Pack, 10 Reminder Cards.

Note: If you purchase on DVD, please note that you will be provided with a DVD-R. Please make sure your player can accommodate this format.

        The Secret: Customer Service Uncovered

        #LC-SECRET    17 mins.    Sale: $695.00    Rental: $165.00

Gain a new perspective on the fundamentals of great service

This dramatic video guides the viewer through service challenges honestly      and proactively. It also explores language barriers and other obstacles that can test the patience of your service personnel.

This video includes scenes from three different settings - technical support, banks and the retail environment.

Learning Points:

# How to be honest, tactful and empathetic
# How to prevent customers from walking away with a problem
# How to make even the most difficult customer feel welcome and come back

Package includes: Leader's guide and self-study book Customer Service Excellence

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SMART-START™ Customer Service Meeting Opener Produced: Sept. 2002

Think Like A Customer  4 minutes  Sale: $295

Think Like a Customer will enlighten employees by letting them know that the only thing that really matters in customer service is what the customer thinks. They will be encouraged to deliver exceptional customer service and to always do the right thing.

This 4 minute training or meeting session opener program is the perfect complement to the customer service training program Glad I Could Help.

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SMILE! It's about your attitude!  Produced: Aug 2002  12 minutes Sale: $595

Reggie Wilson drives a bus. It's a thankless job filled with stress, time pressures and difficult customers. So, why does he love it? And why would busy people actually wait for him to serve them? Because Reggie makes them smile!

Join Reggie on the #27 and watch as he transforms a dreary bus ride into an experience his customers look forward to. It's a ride you'll never forget!

SMILE! breaks new ground with its inside-out model. As Reggie says, "There are days I don't feel like smiling or putting up the smile sign, but I have to make a choice about where I want to be with my attitude." Living inside-out is about making choices.

Your people will learn how a positive attitude can be a primary factor in every customer service interaction--for the sake of the customer AND, most importantly, for their own quality of life.

Who will benefit from SMILE! ?

People and organizations who want to deliver great customer service--and have a great time doing it. It's a whole new way of looking at the customer service relationship.

Happy customers AND fulfilled customer service providers? A smile makes a big difference. Experience it!

SMILE!'s message is right on target and gets to the heart of what customer service is all about - attitude and caring about people. It is an excellent tool to launch a discussion about both customer service and attitude."
Daphne Wright
Director- Training and Education
Medical Center in Georgia
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SO HELP ME--Customer Service Training for Employees and Supervisors

#VV-SoHelpMe  Produced: January 2005  Sale: $695.00  Rental: $295.00

Key Features Include:
Length: Employee Version is 16 minutes; the Supervisor Version is 18 minutes.
Format: VHS or DVD  Languages: English or Spanish
Includes: 28 page comprehensive training leader’s guide with reproducible worksheets. DVD contains PDF version of leader’s guide and supporting PowerPoint graphics (PowerPoint graphics available online as a download). DVD contains scene selection and optional subtitles / VHS is Closed Captioned

“If you own the problem, you own the customer. If you lose the problem, you lose the customer.”

This new customer service training series offers an employee version and a supervisor version.

THIS PROGRAM BENEFITS: all customer service providers, including sales associates, government employees, telephone customer service representatives and all other service professionals. 

VIEWERS LEARN:

* Work with policy to solve problems
Don’t use policy to explain what you can’t do; use policy to help people.
* Take customers directly to what they need
When you can’t help, take them to someone who can, even if it’s outside your department.
* Take the time to really listen
* Treat each customer as an individual. Listen until you really hear what their problem is.
Treat every customer as your own customer
* Work with the customer you’re talking to. Don’t hand customers off to someone else just because they’re difficult.
* Help customers define their needs
Help people figure out what they want. Guide them to solutions that meet their needs. 

"So HELP Me” – Employee Edition
What do customers value most in customer service? Solving their problems. Recent research shows that handling customer problems quickly and correctly will retain or even build customer loyalty. Customers who don’t get their problems solved will leave and not return. 

“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.”
“So HELP Me” – Supervisor Edition

“Great customer service thrives in an environment where employees are encouraged and supported.”

How do supervisors affect customer service? We all know that frontline service people directly impact customer satisfaction. But we don’t often look at how much a supervisor’s behavior influences the service a customer ultimately receives.

“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.

Pricing: “So HELP Me” Employee and Supervisor Editions available separately or as a package:

Employee Edition - Purchase: $695. (VHS or DVD) Also available as a VHS/DVD combo: $895.
Employee Edition - Rental: $295. (VHS or DVD)
Supervisor Edition - Rental: $295. (VHS or DVD)


SPECIAL PACKAGE #1: Both Employee & Supervisor Editions: $995. (VHS or DVD) Save $395
SPECIAL PACKAGE #2: Both Employee & Supervisor Editions in both VHS and DVD formats: $1295. Save $1495. 
Spanish version available.

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Take Care  30 minutes  Sale: $595

Develop excellent company-wide customer relations by building on the timeless fundamentals of good service.

How-To-Training Points:

* How to handle irate customers
* How to ask questions that resolve problems
* How to personally take charge and make the customer happy

Training Package Includes: Leader’s Guide

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Taking Care of Business: Choosing to Deliver Remarkable Customer Service        #STR-CARE

Produced: 2000    Length 18 minutes
Sale: $625.00    Rental: $165.00

From the writer/producer of the best-selling videos, "It's Your Call: Remarkable Customer Care on the Phone" and "Are You With Me?"- comes a brand new face-to-face customer service video.

Using the same high-quality production vales, acting, motivation, and information of their previous videos, "Taking Care of Business" will show employees how to give not just acceptable customer service, but how to give exceptional customer service.

This video uses vignettes to compare and demonstrate the differences between average and exceptional customer service in settings which include a bank, health care facility, airport, hotel, department store, jewelry store, and more.

"Taking Care of Business" uses the C.A.R.E. principal found in "It's Your Call":
C onnected: Meet customers where they are. Treat them as you'd want to be treated.
A ttentive: Give every customer your full attention.
R esponsible: Never take things personally and follow through.
E nthusiastic: Treat all customers as if they were your only customer.

"Taking Care of Business" will motivate your employees to choose to deliver remarkable customer service by following the guidelines of great customer service professionals: every day with every customer they choose to do all they can to make their customer's experience as positive as possible. Motivate them to care and teach them to know how to care by being connected, attentive, responsible, and enthusiastic.

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Telephone Courtesy: The Royal Connection (VTK)

#CS-CUS002
21 min.
Sale: $650.00
Rental: $165.00

Demonstrates how to create customer loyalty through courteous and effective telephone techniques to keep customers calling back! Focus Points
Avoiding common mistakes
Determining and fulfilling customer needs
Offering "royal treatment" over the phone
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The Customer Is Always Dwight
Best Seller

#CS-VCU001
21 min.
Sale: $870.00,
Rental: $250.00
Achieving 100% quality the first time, every time requires everyone in the process treating the next person in the line as an internal customer. Discover Process Management, the approach explored by Dwight and you'll learn that quality at work leads to a quality product.
Focus Points