CUSTOMER CARE (CC)
CC270I1
25 Best Customer Service Ideas
Inc. Magazine
Learn how to walk the store, use non-computer voice mail, push envelopes,
piggyback on the innovations of today's leading customer-first companies
and more.
1 Tape 44-Min.: Video
CC220V1
6 Steps To Improving Customer Service Through Quality
Verne Harnish
Create action plans that combine quality control, worker involvement
and customer satisfaction for successful results.
1 Tape 66-Min.: Video
CC260I2
Are Your Customers Happy With Your Service?
Inc. Magazine
Learn how to: create responsive customers, conduct effective focus groups,
solicit constructive criticism, and build a better customer feedback
system.
1 Tape 55-Min.: Video
CC400E1
Boss, The
Earl Nightingale
Every business should know who the real boss is - the customer. How you
and your employees handle this relationship can determine the success of
your business.
1 Tape 13-Min.: Video
CC260I3
Communicating Your Customer Service Vision
Inc. Magazine
Learn how to: set service tone, make a quality commitment, let customers
help shape your vision and capture the spirit.
1 Tape 45-Min.: Video
CC260I7
Create A Company People Love Dealing With
Inc. Magazine
Learn how to: create a customer based corporate culture, organize your
business from a customers' view, get employees face-to-face with customers.
1 Tape 74-Min.: Video
CC680R1
Customer Centered Growth
Richard C. Whiteley
Reveals the compelling secrets that winning companies share, and defines
five proven strategies that you can use to grow your business --even under
the most adverse business conditions.
4 Tapes : Audio
CC680F1
Customer Intimacy: Build The Customer Relationships That Ensure Your Company's
Success
Fred Wiersema
Exhaustively researched examples of companies like MCI, Airborne Express,
Home Depot, and Frito Lay, which have discovered the secrets of establishing
and maintaining close customer relationships--and have reaped the profits
to prove it. This audio offers detailed plans for understanding customer
needs and discusses the commitments it may take to meet those needs including
customization of products or services, integration of business operations
and long-term strategic planning.
1 Tape 90-Min.: Audio
CCB233
Customer Service: You're In Control
Business Advantage
Show employees how to give quality service the first time, every time.
18 dramatic vignettes depicting wrong way to give customer service followed
by a stopping point to allow for group discussion. Learn how to deal with
emotions, the problem, satisfy angry customers' needs; professionalism; improve
phone and face-to-face communication; body language; tone of voice.
1 Tape 22-Min.: Video
CC160L4
Developing A Customer Retention Program
Lisa Ford
This step-by-step customer retention program shows you how to build the emotional
partnerships with your customers that lead to lifetime loyalty - so your
customers look for you - and choose you - every time.
4 Tapes 3 Hrs., 53-Min.: Audio
CCB223
Everybody Serves Customers
Business Advantage
Here are all of the critical factors for delivering value-added service to
every customer by everyone in your organization and how to create a powerful
feedback system.
2 Tapes : Audio
CC370H3
Harvey MacKay On Customer Service
Harvey MacKay
Here's the secret weapon. Learn how to make customers feel that they
are your only customer, hiring employees with customer service savvy, how
to take the 'acid' test on hiring before making your decision.
1 Tape 80-Min.: Video
CC260I1
How To Deliver Superior Customer Service
Inc. Magazine
Over 15 management experts reveal how to enhance your customer service
through proven, cost-effective strategies.
1 Tape 60-Min.: Video
CC160L1
How To Give Exceptional Customer Service (Audio Format)
Lisa Ford
'The Total Service Experience.' 'Service With Heart.' 'Pleasing Tough
Customers.' 'Becoming A Service Star.' This leading customer service expert
will help you keep today's customers satisfied - and loyal.
4 Tapes 4 Hrs.: Audio
CC160L2a
How To Give Exceptional Customer Service (Video Format) - Vol. 1: The
Total Service Experience
Lisa Ford
Through these videos you'll go 'on location' to see how top service givers
carry out exceptional service. Vignettes and role-plays show you exactly
what to do - and what not to do - in specific customer situations from phone
service to face-to-face customer contact. To make training easy, each video
presents a different theme (see specific topics).
1 Tape 53-Min.: Video
CC160L2b
How To Give Exceptional Customer Service (Video Format) - Vol. 2: Service
With Heart
Lisa Ford
See description above.
1 Tape 53-Min.: Video
CC160L2c
How To Give Exceptional Customer Service (Video Format) - Vol. 3: Pleasing
Tough Customers
Lisa Ford
See description above.
1 Tape 53-Min.: Video
CC160L2d
How To Give Exceptional Customer Service (Video Format) - Vol. 4: Becoming
A Service Star
Lisa Ford
See description above.
1 Tape 53-Min.: Video
CCB211
How To Handle Difficult Customers
Business Advantage
Here's a model action plan and proven customer service tactics that will
keep both customer and employee happy, even under the most trying situations.
Find out what to do when customers become abusive or won't except an offered
solution, how to say 'no' with tact; form your 'response'; calm the angry
customer; change negative instances to positive ones; speak helpfully on
the telephone, and more.
1 Tape 25-Min.: Video
CC260I8
How To Keep Customers For Life
Inc. Magazine
Learn how to: forge relationships, make new bonds, prevent customer 'death
cycles,' build reward plans, create advisory customer boards and over
deliver.
1 Tape 43-Min.: Video
CC600B6
Keeping Customers Coming Back
Brian Tracy
Explains why customer retention is the true measure of business quality,
helps your organization form its own customer service strategy, tells you
how to get customers and how to keep them.
1 Tape 20-Min.: Video
CC610B4
Making Customers Happy
Brian Tracy
This customer satisfaction video positions 3 service-success rules in
the minds of those who work with customers every day.
1 Tape 20-Min.: Video
CC090R2
Making Unhappy Customers Love You
Richard Diercks
Focuses on the techniques of customer satisfaction that allow you to
effectively deal with the customer's emotional state.
1 Tape 28-Min.: Video
CC071R1
Optimizing Customer Value
Dr. Richard Chang
Build customer value on more than a smile. Get the strategies for turning
your organization into one that always operates in customer delight and keeps
focus on cost, quality and time. Learn to: identify 5 key drivers to fulfill
customer expectations; demonstrate customer empathy and sensitivity; and
possess 4 kinds of knowledge on which customers judge good service.
1 Tape 17-Min.: Video
CC670G8
Phone Power For The Customer Service Professional
George Walther
The important first few words, as well as the words to avoid.
1 Tape : Audio
CC580P1
Power Of Customer Service, The (Audio Format)
Paul Timm, Ph.D.
Attracting a new customer costs five times more than keeping an old one
- it's cost-effective to make customer satisfaction a top priority. Here's
information that can instantly improve your customer relations.
1 Tape 45-Min.: Audio
CC580P2
Power Of Customer Service, The (Video Format)
Paul Timm, Ph.D.
See audio format for description.
1 Tape 45-Min.: Video
CC550D4
Professional Telephone Skills (Audio Format)
Debra Smith
A short program to increase your effectiveness on the phone, especially
useful as a quick guide to retaining business potentially lost, and to improve
customer relations. Techniques to effectively handle unhappy customers.
2 Tapes 2 Hrs., 34-Min.: Audio
CC550D5a
Professional Telephone Skills (Video Format) - Vol. 1
Debra Smith
A short program to increase your effectiveness on the phone, especially
useful as a quick guide to retaining business potentially lost, and to improve
customer relations.
1 Tape 81-Min.: Video
CC550D5b
Professional Telephone Skills (Video Format) - Vol. 2
Debra Smith
Techniques to effectively handle unhappy customers.
1 Tape 1 Hr., 31-Min.: Video
CC60K6
Raving Fans: A Revolutionary Approach To Customer Service
Kenneth H. Blanchard
The story of an Area Manager with a rotten service problem and Charlie,
his golf-playing Good Fairy, who teaches him how to turn customers into Raving
Fans. The practical advice he provides is easily applied and will prove
invaluable.
1 Tape 90-Min.: Audio
CC330P1
Spectacular Service: A Question of Attitude
Paul Levesque
Delighting customers not only leads to healthier profits - it actually
makes work more fun. The author of 'The WOW Factory', takes you on a tour
of one-on-one interviews with workers who routinely 'dazzle' their customers
with exceptional service. If you are in the business of serving people, this
video will help you motivate your employees to consistently delight their
customers.
1 Tape 25-Min.: Video
CCC112
Telecare - How To Provide Exceptional Customer Service Over The Phone
CareerTrack
A combination of stand-up comedy, masterful storytelling and solid topic
knowledge creates a most entertaining program that will help you refresh
stale phone skills, rejuvenate a flagging sales team, and train new hires.
Quick ways to recharge yourself physically and mentally, throughout the day;
how not to take bad behavior personally; how to transform your phone and
computer into a comprehensive help desk.
4 Tapes 4 Hrs., 15-Min.: Audio
CCB235a
Telephone Fundamentals; How To Make Every Telephone Contact Positive &
Profitable - Vol. 1
Business Advantage
10 ways to save telephone time; 3 things every caller wants; how to satisfy
a caller's needs. The telephone can be your most powerful customer service
tool. or not. It all depends on what's happening on your end of the line.
1 Tape 35-Min.: Video
CCB235b
Telephone Fundamentals; How To Make Every Telephone Contact Positive &
Profitable - Vol. 2
Business Advantage
How to screen calls and take messages; what to say when you answer; how to
use voice mail and other automated features.
1 Tape 35-Min.: Video
CC120W1
Total Customer Service... The Ultimate Weapon
William H. Davidow & Bro Uttal
Customer service departments take twice as many customer complaints today
as 7 years ago, and 7 out of 10 customers who switch from one company to
a competitor cite poor service, not price or quality, as the reason. Here's
a six-point plan that will give your business the competitive edge.
1 Tape 1-Hr., 28-Min.: Audio
CCB309
Trading Places With The Difficult Customer
Business Advantage
Emphasizes that the angered, impatient, or irritated customer should not
be thought of as difficult, but as a person with legitimate concerns. 6 key
skills are demonstrated for dealing with difficult customers: Listening carefully
to what the customer wants; understanding the customer's point of view; asking
questions for information; offering options to solve the problem; agreeing
on solutions; and follow-up.
1 Tape 20-Min.: Video
CC260I9
Turning Customers Into Salespeople
Inc. Magazine
Learn how to: solve problems to create sales, maximize referrals, empower
customers to 'self-sale' and blend sales and service.
1 Tape 48-Min.: Video
CC601B1
You Will Be Satisfied
Bob Tasca
Ford Motor's salesman shows you how to turn happy customers into fanatical
loyalists and leave your competitors in the dust…
1 Tape 90-Min.: Audio
| 