Why does there seem to be one set of rules for how we behave when were with people and a whole different set for how we act when were on the phone? When we interact with others on the phone, its easy to lose touch with the basic rules of common courtesy. The truth is, all too often, the telephone becomes an easy excuse for not connecting with people. Are You With Me? is a refresher of how to use common courtesy on the phone.

The BEAR Essentials of Business Paws and learn The Bear Essentials of Business! Travel to Shelburne, Vermont and take an inside look at what makes the Vermont Teddy Bear Company one of the nation's most famous and successful companies. See how it really cares about its customers and its employees. Bear with us and learn: * Why the customer comes first and is always number one. * Why it's important to be dynamic and creative to ruly make a difference. * Why it is important to have a "Yes, we can," attitude. * How teamwork can really make a difference. * Why it's critical to recognize the worth of your customers and fellow employees. * How having fun really makes a difference...right down to the bottom line! * And this is just the bear beginning! Loaded with humor, animation and critical information this training program includes: * 19 minute videocassette * 60-page Facilitator's Guide * DVD with the full training program * CD-ROM with a PowerPoint presentation and reproducible training materials * Mouse pad (oops, make that Bear pad) for constant reinforcement of The BEAR Essentials of Business The BEAR Essentials of Business is educational, entertaining and is truly repeatable. Make it part of your training library today!

Difficult, demanding and down-right dangerous customers crop up in this collection of light-hearted clips. Programme includes: Video (10 mins)

Last year several large corporations were involved in customer discrimination lawsuits that cost them millions of dollars. These companies were sued for unfairly and illegally discriminating against customers. Too many organizations are learning the hard way that the actions (or inactions) of their employees can create tremendous liability for the organization when it comes to customer discrimination. Countless customers are lost because of bad and potentially illegal customer service practices. The real-life vignettes featured in this video encompass the most common forms of customer discrimination and details the consequences of these negative behaviors. It will also demonstrate the impact of immediate corrective action. Employees will have an opportunity to learn: *Realize the importance of providing good customer service to all customers. *Understand that a good customer service policy will be the same for all customers regardless of age, race and national origin. *Increase customer retention. *Know the key things that leaders must do to comply with the law and ensure quality customer service to all customers.

This fun and upbeat video designed for young trainees, or the young at heart 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 observe interactions between him and service providers in a variety of locations. Cliff maintains his sense of humor throughout while giving us tips to transform service into a more positive experience for the provider and the customer. After seeing the video and participating in the exercises provided in the Leaders Guide, viewers will be able to: * Develop better listening skills * Empathize with the customer * Assess how their business environment influences the customer * Identify the needs of the customer * Use polite and friendly behavior with customers * Practice effective ways of solving customers problems and meeting their needs * Plan to implement customer service behaviors on the job

In this five-part video, author and motivational speaker Peter Glen takes you on a journey into the world of customer service. Watch this "call to arms" as old by an insightful and at times outrageous performer. Using examples of good and bad service, Glen shows you how to create Great Service.

In the galaxy of customer service, Curt Hinderman's lost in space. Until one dark night, when his car breaks down en route to a mandatory training session, and the tables are turned as he finds himself needing urgent help from his customers. Aided by the mysterious Angela, Curt discovers the essentials of great service - while taking your audience on a journey of discovery. As this fresh, entertaining tale unfolds, you'll find your audience completely absorbed by the learning points, while training becomes simple yet highly effective. Enjoyable and easy-to-use, Customer Service Zone is an essential resource for all organizations serving customers. Purpose: Customer service meeting opener, introductory training, refresher training. Appropriate for all organization types. Key Learning Points: " Welcome: immediately greet customers in a friendly and professional manner " Hear: ask customers how you can help, and listen carefully " Accomplish: own the issue and take action until customers' needs are satisfied " Thank: thank the customer and invite them to return W.H.A.T. makes great customer service!

The aim To give all types of customer-facing staff the rules for achieving customer satisfaction - even when handling the most demanding people. About the programme 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 Yappy and Ms Flash. 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 organisation that deals with customers. The benefits 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 Programme includes: DVD(25 mins) Showreel tape Meeting break video Course leader's guide Delegate worksheets on disk Powerpoint slides/OHPs on disk Self-study workbook on disk

Teach your people how to create customers so loyal, they will actually brag about you and your organization! Exceeding Expectations!, starring Harry Anderson, will teach you and your organization how to: *create a relationship, not just a sale *really listen to the customer *avoid "I don't know."

THE 5 VALUES OF GREAT CUSTOMER SERVICE presents a value-based training approach to meeting the challenge of an increased diversity in most organizations ustomer population. 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. This video program opens with a series of five dramatizations, each one underscoring one of the five values of great customer service. Show Respect Every customer is your most important customer Personalize Avoid preconceived notions and stereotypes Pay Attention Asseses how customers want to be served and adjust Show You Care Present a positive, supportive attitude Advocate Stay on your customers side The program then explores how we can integrate the 5 values into our daily work. To do this, the program introduces the G.R.E.A.T. acronym: G reet all customers and make them feel comfortable R espect cultural and other personal differences E valuate how your customers want to be served A djust your approach to match your customers needs T hank your customers for their business