Search TAG® Library (49 Assets Found)

Results for Keywords: customer service Topic: Customer Service

  • Johnny the Bagger: A True Story of Customer Service™
    #1 ID:140

    Inspire your workforce to deliver service from the heart. Use Johnny the Bagger to empower and excite all employees about bringing service to the frontline of business.

    Off-The-Shelf Video Programs Personal Performance Customer Service, Change, Communication, Motivation, Interpersonal Skills, Professionalism, Onboarding

  • Glad I Could Help: Real Customer Service Situations for Discussion
    #2 ID:119

    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.

    Off-The-Shelf Video Programs Personal Performance Customer Service, Communication, Interpersonal Skills, Sales & Service, Professionalism

  • Glad I Could Help: Real Customer Service Situations for Discussion™
    #3 ID:704

    Show employees how to respond positively in difficult customer service situations. The course also reinforces the fact that employees have a far greater impact on the customer’s positive perception of the organization than a manager, the organization’s customer service policies or a marketing campaign.

    eLearning - Classic Personal Performance Customer Service, Communication, Interpersonal Skills, Sales & Service, Professionalism Foundational 30 - 45 minutes

  • Johnny the Bagger: A True Story of Customer Service™ (eLearning Classic)
    #4 ID:687

    This course focuses on how you can provide exceptional service to your customers. Exceptional service happens when it comes from the heart of each of us. And anyone, no matter who they are or what they do in the organization, can make a difference. Based on a true story, Johnny the Bagger® is designed to show an example of great customer service through the story of Johnny, the grocery bagger.

    eLearning - Classic Personal Performance Customer Service, Change, Communication, Motivation, Interpersonal Skills, Professionalism Foundational 30 - 45 minutes

  • TrainingBriefs™ Behaviors to Improve Customer Service
    #5 ID:2021

    New Micro-Learning! Great customer service means putting your heart into everything you do. It’s about making customers feel valued. It’s caring… plain and simple. We all must take an active role in creating a customer-centric workplace.

    eLearning - TrainingBriefs™ Personal Performance Customer Service, Interpersonal Skills, Sales & Service, Professionalism, Learning Reinforcement Foundational 5 Minutes

  • TrainingBriefs™ Competing Customer Service Priorities
    #6 ID:2068

    New Micro-Learning! Customers deserve our undivided attention. Being interrupted by the phone when you are dealing with a face-to-face customer can be a challenge if you don’t know the steps to take.

    eLearning - TrainingBriefs™ Personal Performance Customer Service, Sales & Service, Learning Reinforcement Foundational 5 Minutes

  • SMART-START™ Customer Service: Think Like a Customer
    #7 ID:491

    A thought-provoking video that uses music,text and graphics to inspire and stimulate discussion about customer service.

    Meeting Openers Personal Performance Customer Service, Communication, Interpersonal Skills, Professionalism

  • Exceeding Internal Customer Expectations
    #8 ID:1554

    Customer service” is sometimes used as a buzz phrase. We hear that great customer service, for our external customer, depends on excellent internal customer service. But what does that mean? Having satisfied customers leads to increased revenue and increased brand awareness. Having satisfied employees is the key contributor to a company’s success — especially in tough economic times.

    eLearning - Classic Personal Performance Customer Service, Communication, Interpersonal Skills, Professionalism Foundational 25 Minutes

  • TrainingBriefs™ Diffusing Customer Emotions
    #9 ID:2033

    New Micro-Learning! Calming a frustrated customer requires strong interpersonal skills. First you must be a good listener with the rapport building skills and empathy necessary to influence others. Next you must be a proactive problem-solver. Last, but definitely not least, you must maintain a positive attitude.

    eLearning - TrainingBriefs™ Personal Performance Customer Service, Communication, Sales & Service, Professionalism Foundational 5 Minutes

  • TrainingBriefs™ The Angry Customer
    #10 ID:2032

    New Micro-Learning! When it comes to serving customers, you are bound experience situations in which one or more are not happy. How you react in these situations impacts the perception the customer has about the level of service he or she is experiencing.

    eLearning - TrainingBriefs™ Personal Performance Customer Service, Professionalism, Learning Reinforcement Foundational 5 Minutes

  • Got Performance?™ Diffusing Customer Emotions
    #11 ID:1500

    This course focuses on a positive and helpful attitude in dealing with frustrated customers. You will learn that empathizing with the customer and maintaining a positive attitude are two of the most important tools at your disposal in creating a positive customer experience. By completing this module, you will benefit from a better job, more sleep and better numbers (if selling).

    eLearning - LearningBytes® Personal Performance Customer Service, Communication, Interpersonal Skills, Sales & Service Intermediate 14 Minutes

  • Got Performance?™ When Policies and Service Collide
    #12 ID:1424

    As employees who serve customers, it is certain that you will experience situations in which your customer is not happy. How you react in these situations impacts the perception the customer has about the level of service he or she is experiencing. This course shares strategies for providing customer service in tricky situations, whether it be a reaction to a policy or dealing with an irate customer.

    eLearning - LearningBytes® Leadership, Personal Performance Customer Service, Interpersonal Skills, Sales & Service, Professionalism Intermediate 14 Minutes

  • Got Sales?™ Customer Business Understanding
    #13 ID:1644

    Customer business understanding is the preparation, study, and questioning required to determine and document the unique business issues for a specific customer. This includes developing solutions tailored to the customer’s individual business requirements. understanding the nuances of the customers you serve can be challenging. The techniques in this course are designed to help you with this task.

    eLearning - LearningBytes® Personal Performance Customer Service, Sales, Sales & Service Foundational 25 Minutes

  • Got Sales?™ Customer Care
    #14 ID:1705

    Customers are the lifeblood of the business; customers are the reason the business exists; and customers provide the revenue that pays the salaries of the people who work within your organization. Caring for customers should then seem natural, but distractions, the demands of the job, and the pressures of the day often detract from the high level of service customers have come to know and expect.

    eLearning - LearningBytes® Personal Performance Customer Service, Sales, Sales & Service, Selling Foundational 25 Minutes

  • Glad I Could Help - Opening Montage/Service Attitude Introduced
    #15 ID:108

    Introduce how a service representative's response is the key factor in creative a positive customer experience.

    Video Introduction Personal Performance Customer Service, Communication, Interpersonal Skills, Professionalism

  • Service from the Heart
    #16 ID:506

    An engaging video that shares the powerful truths about the positive difference from-the-heart service can make for everyone who does business with your organization.

    Meeting Openers Personal Performance Customer Service, Change, Motivation, Professionalism

  • TrainingBriefs™ Coworkers Are Customers, Too!
    #17 ID:2025

    New Micro-Learning! When it comes to customer service during the workday, it’s best to remember that we are ALL responsible for customer service. Our internal customers – members of our department or other departments – are just as important as our external customers.

    eLearning - TrainingBriefs™ Personal Performance Customer Service, Communication, Professionalism, Learning Reinforcement Foundational 5 Minutes

  • TrainingBriefs™ Dealing with Angry Customers
    #18 ID:2029

    New Micro-Learning! As employees who serve customers, it is certain that you will experience situations in which your customer is not happy. How you react in these situations impacts the perception the customer has about the level of service he or she is experiencing.

    eLearning - TrainingBriefs™ Personal Performance Customer Service, Professionalism, Learning Reinforcement Foundational 5 Minutes

  • Got Performance?™ Co-Workers Are Your Customers, Too!
    #19 ID:1557

    Most of us work with coworkers each and every day. We depend on our coworkers to get things done, and they depend on us. The same is true when it comes to working across departments; every person we deal with – whether it is face-to-face, over the phone, or via email – is a person who helps get things done for our organization. In this sense, our coworkers are our customers, too – our internal customers. By the end of this course, you will be able to identify ways to positively impact and support internal customers.

    eLearning - LearningBytes® Personal Performance Customer Service, Communication, Interpersonal Skills, Professionalism Foundational 12 Minutes

  • It's a Policy Thing
    #20 ID:117

    Correcting mistakes and diffusing a customer's emotions; upholding company policies while meeting a customer's needs at the same time.

    Video Vignettes Personal Performance Customer Service, Communication, Interpersonal Skills, Sales & Service, Professionalism

  • Johnny the Bagger® - Short Version
    #21 ID:923

    This inspiring new short version features a paraphrased story of "Johnny," a young man with Down syndrome who made a positive choice about his personal responsibility to provide from-the-heart service and changed the culture of an entire organization.

    Off-The-Shelf Video Programs Personal Performance Customer Service, Change, Communication, Motivation, Interpersonal Skills, Professionalism

  • This Needs to Go Out Today
    #22 ID:113

    Offering internal customers solutions when their needs have not been met.

    Video Vignettes Personal Performance Customer Service, Communication, Interpersonal Skills, Professionalism

  • Where Are the Drop Cloths?
    #23 ID:115

    Handling interruptions effectively; putting your focus on the customer even when you're busy.

    Video Vignettes Personal Performance Customer Service, Communication, Interpersonal Skills, Professionalism

  • Why Did I Push All Those Buttons?
    #24 ID:111

    Dealing with a customer frustrated by an automated phone system.

    Video Vignettes Personal Performance Customer Service, Communication, Interpersonal Skills, Sales & Service, Professionalism

  • You Promised It Would Be Here Today
    #25 ID:112

    Dealing with a customer whose expectations for timely delivery have not been met.

    Video Vignettes Personal Performance Customer Service, Communication, Interpersonal Skills, Sales & Service, Professionalism

  • You're the Third Person I've Talked To
    #26 ID:114

    Dealing with a customer who is angry because of being transferred too many times.

    Video Vignettes Personal Performance Customer Service, Communication, Interpersonal Skills, Sales & Service, Professionalism

  • Got Performance?™ Handling Interruptions with a Smile
    #27 ID:1492

    Customers deserve our undivided attention. However, sometimes it’s hard to balance multiple interruptions and give each customer the attention he or she deserves. By completing this course, you will benefit from increased job satisfaction, stress reduction, and more efficient customer service.

    eLearning - LearningBytes® Personal Performance Customer Service, Communication, Interpersonal Skills, Professionalism Foundational 13 Minutes

  • Got Performance?™ Think Like a Customer
    #28 ID:1466

    Great customer service means putting your heart into everything you do. It’s about making customers feel valued. It’s caring plain and simple. The only thing that counts is what the customer thinks. After completing this course, you will be able to identify the importance of customer service and choose behaviors to improve customer service

    eLearning - LearningBytes® Leadership, Personal Performance Sales & Service, Communication, Interpersonal Skills, Customer Service Foundational 10 Minutes

  • Got Sales?™ Relationship Development
    #29 ID:1647

    Good relationships allow your organization to build customer loyalty. Studies show that whenever possible, over 50% of customers avoid vendors with whom they have no relationship. Good relationships encourage customers to remain loyal and continue purchasing from you. By the end of this module, you will be able to identify the categories of customer relationships, their importance and the techniques for building them.

    eLearning - LearningBytes® Personal Performance Customer Service, Sales, Sales & Service Foundational 20 Minutes

  • Glad I Could Help - Program Conclusion/Summary/Review
    #30 ID:118

    Summarizing key points of the "Glad I Could Help" approach to meeting customers' needs.

    Video Summary Personal Performance Customer Service, Communication, Interpersonal Skills, Professionalism

  • Johnny the Bagger® - Final Thought
    #31 ID:405

    How to provide service from the heart

    Video Summary Personal Performance Customer Service, Change, Communication, Motivation, Interpersonal Skills, Professionalism, Customer Service

  • The Customer Who Got Up on the Wrong Side of the Bed
    #32 ID:43

    Dealing with a difficult customer - it takes work, but the benefits are easy to see.

    Video Vignettes Personal Performance Interpersonal Skills, Change, Communication, Interpersonal Skills, Professionalism, Customer Service

  • Are You Going to Get That?
    #33 ID:110

    How to best handle phone calls while also helping another customer in person.

    Video Vignettes Personal Performance Sales & Service, Communication, Interpersonal Skills, Professionalism, Customer Service

  • Got Sales?™ Consultative Selling
    #34 ID:1654

    In consultative selling, customer needs are the basis of the sales conversation. The salesperson doesn’t present product or service solutions without first making sure they address a customer need. By the end of this course, you will be able to identify the reasons you should sell consultatively and the techniques for doing so.

    eLearning - LearningBytes® Personal Performance Sales & Service, Sales, Customer Service Foundational 20 Minutes

  • Got Sales?™ Cross-Selling and Up-Selling
    #35 ID:1663

    Cross- and up-selling offers customers additional value by exposing them to solutions they might never have considered. They are both key to the selling process. By the end of this module, you will be able to identify the difference between cross-selling and up-selling, their importance and their techniques.

    eLearning - LearningBytes® Personal Performance Sales & Service, Sales, Customer Service Foundational 25 Minutes

  • Got Sales?™ Outbound Telephone Selling Techniques
    #36 ID:1972

    Outbound telephone selling is the process of using the telephone to proactively contact customers and engage in open-dialogue (non-scripted) sales conversations. By the end of this course, you will be able to identify the importance of outbound telephone selling Techniques and the techniques for outbound telephone selling.

    eLearning - LearningBytes® Personal Performance Sales & Service, Sales, Customer Service Foundational 22 Minutes

  • Got Sales?™ Sales Opportunity Management
    #37 ID:1974

    Sales opportunity management is the process of following up and managing the necessary activities to convert leads into closed deals. Typically, the more expensive the product, the more steps you can expect in the sales cycle. By the end of this course, you will be able to identify the importance and techniques for sales opportunity management.

    eLearning - LearningBytes® Personal Performance Sales & Service, Sales, Customer Service Foundational 22 Minutes

  • Got Sales?™ Territory Planning
    #38 ID:1973

    Territory planning is the process of creating the strategy and tactics necessary to deliver the required revenue and market share from a customer base. A territory may be geographic or it may consist of assigned accounts. By the end of this course, you will be able to identify the importance of territory planning and the techniques for territory planning.

    eLearning - LearningBytes® Personal Performance Sales & Service, Sales, Customer Service Foundational 25 Minutes

  • Got Sales?™ Value Proposition
    #39 ID:1718

    A value proposition is the evidence a salesperson presents that demonstrates what the customer will receive exceeds the cost of the solution. Think of the value proposition as an old-fashioned scale; the benefits of the solution must outweigh the costs.

    eLearning - LearningBytes® Personal Performance Sales & Service, Sales, Selling, Communication & Influencing, Customer Service Foundational 25 Minutes

  • Whale Done!™ in Action
    #40 ID:589

    Whale Done!™ in Action teaches how the Whale Done!™ Approach is applied to real-life business situations.

    Off-The-Shelf Video Programs Leadership Leadership, Communication, Interpersonal Skills, Leadership, Sales & Service, Professionalism, Customer Service

  • Got Sales?™ Account Development
    #41 ID:1969

    Account development is the process of creating and executing a plan to improve your organization’s market share from the customer. When appropriate, this plan may include team selling. By the end of this lesson, you will be able to identify the importance of account development and the techniques for account development.

    eLearning - LearningBytes® Personal Performance Sales, Sales & Service, Customer Service Foundational 22 Minutes

  • Got Sales?™ Closing
    #42 ID:1658

    After you’ve proposed a solution, answered any customer objections, and tied up any loose details, it’s time to ask for the order to close the sale. By the end of this course, you will be able to identify the importance of closing and the techniques to apply when closing a sale to make closing simple and non-confrontational.

    eLearning - LearningBytes® Personal Performance Sales, Sales & Service, Customer Service Foundational 25 Minutes

  • Got Sales?™ Communication
    #43 ID:1689

    Communication is the core one-on-one verbal and written skill a sales person must have to successfully complete customer interactions. This includes telephone, face-to-face conversation skills, and simple writing tasks such as composing an email. Listening skills are also a part of communication. By the end of this course, you will be able to identify the importance of communication, and the techniques for effective communication.

    eLearning - LearningBytes® Personal Performance Communication & Influencing, Sales, Sales & Service, Customer Service Foundational 25 Minutes

  • Got Sales?™ Opportunity Generation
    #44 ID:1968

    Opportunity generation is the act of creating sales opportunities for the organization’s products and services and involves identifying both the active and latent needs of the customer. Users will learn four techniques to help them with opportunity generation.

    eLearning - LearningBytes® Personal Performance Sales, Sales & Service, Customer Service Foundational 18 Minutes

  • Got Sales?™ Product and Solution Understanding
    #45 ID:1971

    Product and solution understanding is the broad and deep knowledge of common product or service problems and their associated solutions, including competitive alternatives. It also includes understanding how customers use your solutions within a variety of applications.

    eLearning - LearningBytes® Personal Performance Sales, Sales & Service, Customer Service Foundational 20 Minutes

  • Got Sales?™ System Proficiency
    #46 ID:1970

    Systems proficiency is the ability to acquire data about your organization and your competitor’s products and services, document information about your customer, and enter orders. By the end of this lesson, learners will be able to identify the importance of System Proficiency and the different types of organizational systems.

    eLearning - LearningBytes® Personal Performance Sales, Sales & Service, Selling, Customer Service Foundational 18 Minutes

  • Got Sales?™ Time Management
    #47 ID:1731

    Time management is the act of exercising control over the amount of time invested in various activities. To effectively manage time, an individual must be conscious of the choices made throughout the course of a day. Ask anyone how he or she is doing and “I’m really busy” is a likely response. Busy, however, doesn’t equate to being effective or productive.

    eLearning - LearningBytes® Personal Performance Time Management, Sales, Sales & Service, Customer Service Foundational 25 Minutes

  • Article: Stressed? Take a Break!
    #48 ID:1521

    Ours is a complex, fast-paced world. We all know about the treadmill analogy. Some of us run pretty fast. The mind has a hard time catching up with the body. Some of us don’t so much identify with the treadmill as we do the Tasmanian Devil. Either way, we’re moving fast and we need a break.

    Trainer Resource Leadership, Personal Performance Reducing Stress (Work & Life), Discussion Trigger, Customer Service, Employee Wellness

  • Kindness Is...™
    #49 ID:1995

    Kindness is a virtue. You might have heard that saying before. It's especially true when working, serving or managing others. Based on the work of Barbara Glanz, Hall of Fame Speaker, this thought-provoking, powerful short video uses impactful imagery, video and music to encourage discussion on the importance of being kind and civil to one another.

    Discussion Generators Personal Performance Interpersonal Skills, Communication, Professionalism, Culture Commitment, Communication & Influencing, Customer Service, Learning Reinforcement