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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, Macyâs
"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 â while taking your audience on a journey of discovery. As this fresh, entertaining tale unfolds, youâll 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 customersâ 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 leaderâs guide, it will be easy to create an enjoyable, effective learning session.
Save Time: Featuring extensive expert research, weâve 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, youâll 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, youâll 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
Government: 10% Non-Profit: 10%. Purchase for $715.00
Service Impact Series
Service Impac Series includes 5 new customer service training videos, averaging 4.5 minutes, each includes facilitatorâs guide on CD-ROM. Ideal for meeting openers, quick training, and more. Please see descriprion of each one below.
Purchase the Service Impact! Series of 5 DVD/CD-ROM sets for $895 (save $580.00!)
Service Impact series: Credibility Through Honesty
Discover How to Be Honest About Service Problems – And Boost Your Company’s Image
In Part 1, an overwhelmed service representative, Terry, receives a call from a frustrated customer, Justine. When Terry realizes he forgot about Justine’s case, he tries to end the call before his manager finds out. He refuses to admit his mistake, then lies. When caught by Justine, he blames his company and reveals sensitive inside information. When Justine asks to speak with his manager, Terry lies about his name and hangs up, costing the company a valuable customer.
In Part 2, Terry approaches the same situation differently. He promptly admits his mistake and apologizes. He takes responsibility and ownership, immediately schedules corrective action, and accommodates Justine. He solves the problem, and wins another satisfied customer.
Don’t reveal information that could damage your company’s reputation
Package Includes
Broadcast-quality DVD, 3:53 minutes long
CD-ROM includes Facilitator's Guide, Activities, Discussion Questions, Student Worksheet, PowerPoint file, Pre and Post-Training Assessment.
Purchase Credibility Through Honesty / $295.00
Service Impact series: Cross-Cultural Communication
Bridge cultural and communication differences with the universal language: great service!
A new customer service scenario, designed for today’s high-efficiency, money-saving training needs.
In Part 1, service representative Valerie receives a call from Lois, a customer from another culture. Valerie speaks quickly and uses slang, frustrating Lois. Valerie is impatient with Lois’ accent and English, and belittles her, despite the fact that Lois has taken the time to learn Valerie’s language. Valerie insults Lois, and loses a customer.
In Part 2, Valerie approaches the same situation differently, adapting to the customer’s unique needs. Valerie speaks slowly, clearly, and properly. When Lois uses unfamiliar words, Valerie seeks to reframe to understand her. Despite being challenged by the communication difficulties, Valerie takes personal responsibility, finds a solution, and ultimately triumphs with yet another happy customer.
Respect and appreciate the customer’s effort to learn your language •
Reframe and seek alternates to barriers •
Package Includes:
Broadcast-quality DVD, Length 4:33
CD-ROM includes: Facilitator’s Guide, Activities, Discussion Questions, Student Worksheet, PowerPoint file, Pre and Post-Training Assessment
Purchase Service Impact series: Cross-Cultural Communication/ 295.00
Service Impact series: Dimensions of Service
Discover how to see all sides of the customer experience – and achieve first-class service!
A new customer service scenario, designed for today’s high-efficiency, money-saving training needs.
In Dimensions of Service, you’ll discover the secrets of improving customer satisfaction by seeing all facets of the client experience.
Larry is a manager facing declining customer satisfaction. He launches a new initiative to speed up response time – but satisfaction actually goes down. We see this happen when a customer, Justine, doesn’t receive a call back as promised, and is frustrated that her issue hasn’t been resolved. The service rep Stacy – who is proud of her job and always does what management asks – counters that she is doing her job: answering phones quickly.
Larry’s superior, Wendy, explains that you need to understand all dimensions of service to achieve first-class customer satisfaction. He tries a new initiative, looking at all dimensions of service. When Larry starts measuring other facets such as resolution time, Stacy enjoys the additional challenge and resolves issues quickly. When Stacy informs Justine that her issue will be resolved shortly, she wins another satisfied customer.
Balance a variety of measurable dimensions for excellent service
P>Package Includes
Broadcast-quality DVD, P>Package Includes
Broadcast-quality DVD, 5.31 minutes long
CD-ROM includes Facilitator's Guide, Activities, Discussion Questions, Student Worksheet, PowerPoint file, Pre and Post-Training Assessment.
Purchase Dimensions of Service/ $295.00
Service Impact series: Levels of Learning
The customer service field guide: discover how to identify and work with different types of customers and co-workers!
In part 1, Carlos is an experienced rep – he knows the product backwards and forwards, and assumes everyone else does too. That’s his fatal flaw: he’s an unconscious competent: highly skilled, but doesn’t realize it. His customer Justine, in contrast, is a conscious incompetent: she doesn’t know the product – filling her with anxiety. So when Justine calls Carlos, he’s frustrated and Justine receives no useful help. Carlos’s co-worker Stacey, in contrast, is an unconscious incompetent: she’s clueless and doesn’t know it. So when a customer calls, she flippantly admits she doesn’t how to help him – making herself and the company look bad.
In part 2, Angela is an experienced rep, patient and helpful with those new to the product. She’s a conscious competent: highly skilled and (humbly) knows it. Her customer Warren, in contrast, is having technical trouble – which makes him anxious about his job and reputation. Angela is instantly aware of Warren’s inexperience, puts him at ease, and solves the issue. New rep Mia, like Warren doesn’t know the software, and is painfully aware of the fact, afraid of how it makes her look on the job. So when Mia receives a call she doesn’t know how to handle, Angela recognizes the situation, puts her at ease, and effectively guides her in helping the customer.
Learn how to recognize the competency and skill of customers
Learn how to recognize the competency and skill of co-workers
Know when customers or co-workers are conscious – or unconscious - of their skill level
Be better able to help customers, based on skill level
Be better able to help co-workers, based on skill level
P>Package Includes
Broadcast-quality DVD, 5:31 minutes long
CD-ROM includes Facilitator's Guide, Activities, Discussion Questions, Student Worksheet, PowerPoint file, Pre and Post-Training Assessment.
Purchase Levels of Learning/ $295.00
Service Impact series: The Angry Customer
Caution! Find Out How to Calm – and Not Calm – the Caustic Client!
In Part 1, service representative Carlos violates every rule of handling an upset customer, from blaming the client to refusing ownership of the issue. The customer, Warren, quickly escalates from annoyance to frustration, then from infuriation to hostility. Carlos accuses Warren of being abusive, and ends the call.
In Part 2, Warren calls back and Angela takes over. Calm and professional, she knows the four steps to calming angry customers: allow them to vent, empathize, refocus away from emotion and toward the issue, and use closed-ended questions to satisfy. She acknowledges Warren’s frustrations, but skillfully changes the focus to the issue. Angela turns conflict into collaboration, solves the issue, and profits from another satisfied customer.
CD-ROM includes Facilitator's Guide, Activities, Discussion Questions, Student Worksheet, PowerPoint file, Pre and Post-Training Assessment.
Purchase The Angry Customer/ $295.00
This new program features the remarkable team at the Four Seasons Restaurant in New York City. Long regarded as a premier destination and widely thought of as one of the best restaurants in the world, the Four Seasons team lives by a set of principles that are universal to any team, in any environment. There are no actors, no experts and nothing is contrived-just a real-life, high performing team delivering excellence day after day, year after year.
Just as an example, one of the most important principles of the team is their commitment to each other. An uncommon promise that is one of the traits that set them apart from all others in any setting. They know that unless they take care of each other first they will not be able to provide the level of service required by the pressure-cooker atmosphere of the restaurant.
The five principles:
Commitment to Each Other
Commitment to the Mission
Commitment to the Customer
Commitment to Resolving Conflict
Commitment to the Details
The program comes with
17 minute DVD,
a comprehensive leader's guide
Power Point Presentation for a one-hour session and a four-hour session
one set of reproducible participant handouts on a convenient CD.
It also has very flexible content points that allow for customization for organization-specific exercises or other activities that you may prefer to use.
What's In It For Me? Motivate Employees from Their Own Perspective
A unique look at customer service, What's In It for Me? (1-hour or 2 1/2-hour workshop) teaches participants tactics for dealing with difficult customers.and how they will personally and professionally benefit by using them.
Research shows:
Good customer service: 70% of disgruntled customers will do business with you again if you resolve the complaint in their favor.
Bad customer service: It costs six times more to attract a new customer than it does to keep an existing one.
What's In It For Me? teaches three powerful techniques for handling customers: The Best Face of the Stone, The Lightning Rod, and Participant Observer. These techniques not only make for satisfied customers, they enhance your employee's job satisfaction and teach them the skills that they need to advance professionally at your company.
Workshop Overview
Video Viewing
1. The Best Face of the Stone - Choose to show your best face - Acknowledge the customer - Apologize for the problem and take responsibility for solving it - Stay focused - Meet their need - or call your manager if you can't
2. The Lightning Rod - Let yourself feel the shock of the problem - Ground yourself - take a couple of deep breaths - Put the problem aside - Focus on the customer - not your problem
3. Participant Observer - Show empathy for the customer's problem - Let the customer's emotion go past you - Remain a participant in the conversation - Stay focused on the solution - not the conflict
Group Discussion - Review of key concepts
Role-Play Exercise - Participants practice the above three techniques
Worst Nightmare Exercise - Participants use the three techniques to confront their worst nightmare
Conclusion and Key Take Aways - Personal action plan for success
P>Purchase DVD $695.00
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?
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!
"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 $595.00
(Discount is available for government, non-profits, and educational institutions)
Government: Purchase for $535.00
Non-Profits or Educational Entities purchase for $446.25
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 $625.00
Schools, Colleges, Non-profits, and Governments receive a special 20% discount. This special cannot be combined with volumn discounts. Deductions will be made upon settling the order.
5 day rental for $295.00
For a Free Preview please email your request and information to: service@humanext.com
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 $595.00
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 $695.00
5 day rental for $195.00
For a Free Preview, please email your request and information to: service@humanext.com
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.
Length: 125 Minutes
Rent DVD for 5 days for $295.00
Purchase DVD for $625.00
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 DVD for $295.00
Purchase DVD for $625.00
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. DVD / 15 min.
Serving Customers with Disabilities - DVD Purchase for $395.00
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