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Customer Service Zone: New Dramatic Customer Service Training - Free Preview "Entertaining, easy to remember, and very versatile! Drives home the point that the customer is a valuable asset." Marjorie Heyman, Former VP Training & Development, Macy’s "A very valuable training tool! Humorous, experiential, and easy to retain." - Rosanne D'Ausilio, Ph.D., customer service consultant / author In the galaxy of customer service, Curt Hinderman is 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. Easy to Use! Fresh and Engaging! Clear, Effective Learning Ideal for All Organization Types Purpose: Customer service meeting opener, introductory training, refresher training. Key Learning Points: W.H.A.T. makes great customer service! 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 Includes 50+ page leaders guide -18 minutes closed captioning Benefits: Easy to Use: Just pop in the DVD! And with the valuable, feature-packed leader’s guide, it will be easy to create an enjoyable, effective learning session. Save Time: Featuring extensive expert research, we’ve done the work for you! Training media professionals since 1993, our team crystallized the essential learning points from dozens of sources, from customer service experts to dozens of real-life customers. Enjoy the Benefits of Visual Learning: A picture is worth a thousand words! With this entertaining, engaging story, you’ll find it easy to create an emotional connection with your team and foster effective learning. Achieve Training Objectives: Featuring clear, concise, easy-to-remember learning points, repeated for maximum retention. With expert instructional design, you’ll be more successful and better nurture your employees.

Order Customer Service Zone Now Leaders Guide: • 50+ pages on CD-ROM Dozens of activities, handouts PowerPoint slides and more! Includes complimentary license to duplicate contents Length: 18 minutes English subtitles: for the hearing-impaired Price DVD or VHS: $795 7-Day Rental: $295 (30-day conversion to sale) Streaming Licenses: please call 1-973-427-3004 or email us: service@communicationideas.com Discounts: Education: 20% Purchase for $636.00 Government: 10% Non-Profit: 10%. Purchase for $715.00

Smile! The new customer service video about the bus driver Seattle is talking about Reggie Wilson drives a bus in Seattle. 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 is a happy employee who makes his customers smile!

What Does Reggie's SMILE Teach Us About Attitude and Great Customer Service? Sincerity - Motivation - Integrity - Laughter - Enthusiasm... These principles are the key to how Reggie keeps a positive attitude as he delivers the best service possible to his customers. He even sings about it! The SMILE! song is now a regular feature on the #27 from downtown Seattle to Coleman Park. The SMILE! video is the real thing. Reggie Wilson is a real bus driver, and passengers really do wait for his bus. In fact, during taping, many people called to appear in the video because they wanted to support Reggie. One woman told a very personal story about the time she was on her way home from the hospital after a chemo appointment. She was weak and yet she braved the rain, waiting an extra 20 minutes for Reggie's bus. She said that the energy he gave her and the happiness she felt that day made a big difference in her recovery. Just one of many experiences people shared during the making of SMILE! Click here to preview the Smile video

"The video is great fun! I hope to take a ride on Reggie's bus sometime! Thank you. " HR- Training, Gov't. agency "I enjoy the program a great deal. I use it in my orientation program during that dull time after lunch. It picks everyone up and we have a great time. Reggie is such an engaging character that it's almost impossible not to get involved with the video. By the time I have people moving their chairs and singing, they are ready to meet Reggie. We set up the chairs in rows with an aisle- just like a bus- and we sing along. I think the concepts are clear and clearly presented. Oh, and we all wear the SMILE! buttons, too!" Candy Gusst, Director, Training, Beneficial Savings Bank I did the training yesterday with a mixed group of frontline employees. The video was a hit. Group discussions revolved around people taking responsibility for their own attitudes. I would say that the main learning point, for this group, was that they have control over how their day goes. This was a novel idea for many of them. I was happy to see some lights go on." Daphne Wright, Director- Training and Education, South Georgia Medical Center The SMILE! training package includes: 1 - 12 minute video 1 - 25 page Facilitator's Guide complete with large group and small group exercises, participant sheets (reproducible) and background articles about the Inside-Out Model for Customer Service, creating joy at work and the value of laughter at work. 10 - Buttons (just like Reggie's SMILE sign) The complete package is $595 (Discount is available for government, non-profits, and educational institutions) Government: Purchase at $535 Non-Profits or Educational Entities purchase for $446.25 Rent for $250 Click here to preview the Smile video

The Five Values of Customer Service- Serving Multi-cultural Customers: A Video Based Training Program This powerful 5 volumes video based training program can be purchesed to be facilitated by your trainers or ours. 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 Program Contents. 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. Purchase for $625 Rent it for $295.00 Call us for Government and Non-profit discount, and for a Free Preview of this video at 1-973-427-3004 Or Click here for a FREE online preview of this video

The Multicultural Customer Training Video What is courteous in one culture, may be disastrously discourteous in another! Learn how to satisfy the different expectations of customers with this video designed to help employees provide effective customer service to all external multicultural customers --face-to-face and on the telephone. This powerful training video offers over twenty strategies to help people adapt their traditional customer service skills to domestic and international customers of all cultures. In addition to some basic interpersonal skills, the video offers specific techniques to help talk to customers who have a heavy accent or who may not be fluent in their language. 20 min. Includes Leader's Guide. Purchase for $595 5 DAY Rental for $150.00 For a Free Preview call: 1-973-427-3004

But I Don't Have Customers: Coworkers as Valued Customers In customer service, respectful treatment and meeting clients' needs have always been stressed. But more and more organizations are learning that this emphasis must include internal customers as well. If your employees respect internal customers, they will carry over this attitude when they deal with your external clients. Know your internal employees and have your staff master the vital techniques to serve them eficiently. By asking questions, listening and keeping their word, your workers can cultivate a positive and more productive working environment How-To Training Points: How to show respect for internal customers by determining their needs How to keep deadlines and make realistic commitments that stick How to listen, ask questions and improve relations with internal customers How to review policies and procedures that may inhibit serving internal customers Trainer’s Toolkits™ include: The program on VHS 20 employee handbooks 1 Leader’s Guide Poster Purchase VHS for $695 Program is available in DVD. Added features and benefits of DVD training include: English and Spanish versions – many also include Portuguese A customizable PowerPoint™ presentation Informative training points and bonus material for refresher or training talk Purchase DVD for $745.00 Rent VHS for 5 Days/ $295.00 Rent DVD for 5 Days/$295.00 A government version of this training videois available For a Free Preview email your information with your request to: service@communicationideas.com

T.H.A.N.K.S. - Enlightened Customer Service - Customer Service Over the Phone In one way or another, every call impacts your bottomline. A poorly handled call can cause the caller to cancel your service or an order, call the competition, or tell others how they were treated. On the other hand, one professionally handled call could product your largest customer ever. How-To points to get your employees started: Increase revenue through up-selling and cross-selling Build marketshare by turning shoppers into customers Improve customer satisfaction Enhance productivity through improved call efficiency The T.H.A.N.K.S. process: T. Thank the caller H. Hear the caller out A. Assess the situation N. Needs fulfillment K. Keep the responsibility S. Sell something extra Video Length: 17 minutes Training Package Includes: Facilitator Guide Participant Workbook Purchase VHS for $695 Rent for $195 For a Free Preview, call: 1-973-427-3004

It's Your Call: Remarkable Customer C.A.R.E. On the Phone 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: Every day, 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. Choose to C.A.R.E. Deliver remarkable customer service by choosing 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. From being an active listener and gracefully guiding phone calls, to handling dissatisfied customers and keeping a fresh outlook call after call, It's Your Call emphasizes personal accountability as it teaches your employees to actively improve their telephone customer service skills. 25 Minute/ Code: St:StarThrower/ Rent it for $200.00 Purchase it for $625.0

Taking C.A.R.E. of Business 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: Every day, with every customer, 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. Truly great customer service professionals have learned that to deliver remarkable customer service, you have to choose to be: Connected Meet customers “where they are.” Treat internal & external customers as you'd wantto be treated. Attentive Give all your customers your full attention. Be efficient & clear, but never rush your customers. Responsible Take ownership, but never take things personally. Let upset customers vent; then apologize, find solutions, thank your customers and add value. Enthusiastic Treat each and every customer as if they were your only customer. From greeting customers and gracefully managing several at once, to handling dissatisfied customers and keeping a fresh outlook at all times, Taking C.A.R.E. of Business emphasizes personal accountability as it teaches your employees to actively improve their customer service skills. Rent it for $200.00 Purchase it for $625.00

Glad I Could Help: Real Customer Service Situations for Discussion 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. Learning Point Highlights: Provides techniques for staying calm when dealing with angry customers Shows a variety of ways to defuse anger and respond to complaints Trains employees in resolving issues with unhappy customers Complete Training Kit Components: DVD (full length video plus vignettes without narration, companion SMART-START® Customer Service: Think Like a Customer, TrainerTALK™ with Sue Mueller and classroom slides) VHS (21 minutes) Facilitator Guide (multiple agenda options) Reproducible Participant Materials Reproducible Self-Study Guide Online Program Resources Trainer Pack Order Cpmplete Training Kit for $995.00 Order Video onlt $895.00

SMART-START: Think Like a Customer - Companion Video 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 program is part of the award-winning SMART-START series. This session opener is an ideal compliment to "Glad I Could Help: Real Customer Service Situations for Discussions" (See above.) Length: 4 min / VP/ Lease/Purchase: $295

The Secret: Customer Service Uncovered With scenes from three different settings - technical support, banking and retail, this dramatic training program examines and provides solutions to common service problems that test the patience and resolve of your service personnel. Discover the common element - the secret of customer service - explored through the following How To Training Points: How to be honest, tactful and empathetic How to build customer relationships How to prevent customers from walking away with a problem How to find your motivation, How to put yourself in your customer's shoes, How to keep your word, How to be honest, How to never let a customer leave with a problem, How to make every customer feel comfortable and build relationships. How to make even the most difficult customers feel welcomed and come back How to show employees that customer service really benefits them Purchase VHS - english Only  for $695.00                       Added features and benefits of DVD training include: English and Spanish versions – many also include Portuguese A customizable PowerPoint™ presentation Informative training points and bonus material for refresher or training talk  Purchase DVD for $745.00 5 Day rental DVD $295.00 5 Day rental VHS $295.00

Serving Customers With Disabilities How do you treat a person with a disability? Like a person," explains Ron Cohen, Executive Director of United Cerebral Palsy of Los Angeles. The "Serving Customers With Disabilities" video program helps viewers increase their awareness of the special needs of customers who are disabled. Real people with different physical disabilities describe the kinds of service they prefer and offer strategies and techniques designed to help individuals serve customers with disabilities more easily and effectively. Appropriate for building awareness and sensitivity to some of the service issues surrounding customers with disabilities. VHS / 15 min. Purchase VHS for $395.00 Rent VHS for 5 Days / $150.00

Just Incredible! A Customer Service Story Revitalize commitment among your frontline service personnel. Learn the right way and the wrong way to deliver customer service! This refreshingly different video uses humor to demonstrate how customer service really does make a difference. How To Training Points How to see yourself as your customers see you How to handle difficult customers How to gain a competitive edge with superior product knowledge Length: 23 Minutes /  Training Package Includes: Training Leader's Guide Purchase in VHS or DVD Format / $695.00 Rent VHS $295.00 Rent DVD $295.00

Quality Service in the Public Sector 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! Key Training Points: How to shift 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 Length: 24 min. Includes Training Leader's Guide and How-To Book "Outstanding Customer Service."/ Purchase DVD for $745.00 Rent DVD for 5 Days $295.00 Purchase VHS for $695.00 Rent VHS for 5 Days $295.00

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