- Does your business need a customer relations tune-up?
- Are you considering customer service training for your organization
but concerned about the cost?
- Would ongoing customer relations training give your business
an edge in the marketplace?
- Would you gain more new customers and loose less regular customers
if all your employees were trained in exceptional customer care?
If you answered yes to any of the above questions, Service Quality
Institute® (SQI) Training Systems are ideal for your organization.
Many businesses are reluctant to invest in training their employees
in the art of good customer service due to the high cost of travel,
workshop fees, and missed time at work. Ninety-percent of all companies
don't want to spend any money or time training their employees or they
don't have the professional facilitators to implement a program. The
SQI training systems are for organizations (non-profit and profit)
that want a results-oriented program that can be administered by members
of their staff.
Service First™ Video Library
Description of the Program
Video Title List
Industry Specific FEELINGS™ Front-Line Employee Training Systems
Description of the Program
Specific Industry Titles
The Service First Video Library™ by
Service Quality Institute®
The Service First Video Library™ is a powerful video training
system based on group interaction. It is simple to train any number
of employees with no limits and with immediate results. It is so
easy! You won't have to invest in experienced facilitators or devote
a lot of time. There are 12 videos, 15 minutes each, that allow you
to train your entire workforce in the art of exceptional service,
with a new and fresh session each week or each month.
Service Quality® Training Systems video based and leader driven.
They are designed to make positive behavior changes. These behavior
changes result in better service, satisfied "content" customers,
and more profits for your business. Most businesses see an improvement
in customer statistics within a month of completing the program.
Each video can be completed at breakfast or lunch meetings, monthly
or weekly training sessions, small group workshops, sales clinics,
or any other time your organization can find for one hour for training.
The goals of the program are not simply to change the habits of individuals,
but to strengthen a company culture built around service.
Thousands of companies throughout the world have successfully used
the Service First® training technology to have more productive
employees, and more loyal and satisfied customers. Clients include
some of the most demanding organizations on earth, such as Federal
Express, Microsoft, 3M, Kodak, Miller Brewing and all branches of
the United States military.
Train your entire workforce in the art of exceptional service with
a new video each week or each month. Most videos available in the
marketplace cost from $500 to $700 each. Service Quality Institute® decided
to create a video library that virtually everyone could afford.
Single video titles are $179.00 each. Order now and receive a complimentary
copy of the booklet 107 Proven Workplace
Relationship Strategies and accompanying workbook with your order.
Service First™ Training Video List
Your Key to Customer Satisfaction
Primarily an introduction to the basic concepts of customer service
and the marketing effort for continuity of all twelve sessions. The
foundation for exceptional service, "The Five Principles of
Service First," are described and defined.$179.00 Each For Individual
Titles. Order now and receive a complimentary copy of the booklet 107
Proven Workplace Relationship Strategies and accompanying workbook
with your order.
back to Service First™ Training
Video List
Teamwork Development
Demonstrates how cooperation between employees impacts the customer
service level. It defines teamwork, identifies skills for teamwork
development, and gives guidelines for a teamwork plan.$179.00 Each
For Individual Titles. Order now and receive a complimentary copy
of the booklet 107 Proven Workplace Relationship
Strategies and accompanying workbook with your order.
back to Service First™ Training
Video List
Handling Complaints and the Irate Customer
Provides an understanding that complaints are an opportunity to improve
existing service and begin delivering quality service. It identifies
basic problem solving skills, complex problem and irate customer
handling skills and introduces the concepts of self-talk and CLASS
ACT.$179.00 Each For Individual Titles. Order now and receive a complimentary
copy of the booklet 107 Proven Workplace
Relationship Strategies and accompanying workbook with your order.
back to Service First™ Training
Video List
The Language of Positive Communication
Focuses on creating positive customer interactions and eliminating
negative communication habits. It gives an understanding of first
impressions, developing a positive attitude, and defines communication
in its different forms. $179.00 Each For Individual Titles. Order
now and receive a complimentary copy of the booklet 107
Proven Workplace Relationship Strategies and accompanying workbook
with your order.
back to Service First™ Training
Video List
Effective Questioning and Listening
Demonstrates how questioning and listening skills can define a customer's
needs so the employee can meet the customer's expectations. It identifies
the skills for asking questions, active listening, and the confirmation
of understanding.$179.00 Each For Individual Titles. Order now and
receive a complimentary copy of the booklet 107
Proven Workplace Relationship Strategies and accompanying workbook
with your order.
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Video List
Exceeding Customer Expectations
Identifies the need for employees to EXCEED customer expectations to
elevate their level of customer service above the competition. It
teaches how to apply the "Golden Rule" to customer interaction,
how to put forth extra effort, and to treat co-workers as internal
customers.$179.00 Each For Individual Titles. Order now and receive
a complimentary copy of the booklet 107
Proven Workplace Relationship Strategies and accompanying workbook
with your order.
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Video List
Value Added Service
Suggests techniques to identify ways to add customer value to your
existing exceptional service. It demonstrates that once you exceed
the customer's expectations, you must look for ways to go beyond
the job requirements and provide the unexpected.$179.00 Each For
Individual Titles. Order now and receive a complimentary copy of
the booklet 107 Proven Workplace Relationship
Strategies and accompanying workbook with your order.
back to Service First™ Training
Video List
Effective Telephone Techniques
Describes the techniques to transfer the skills you've studied in the
previous seven sessions to the use of the telephone, fax machine,
and electronic mail. It covers all phases of communication from facial
expression, pacing and tone to which party disconnects first.$179.00
Each For Individual Titles. Order now and receive a complimentary
copy of the booklet 107 Proven Workplace
Relationship Strategies and accompanying workbook with your order.
back to Service First™ Training
Video List
The Art of Satisfying Customers
Outlines the specific methods to combine selected areas from previous
sessions to meet and exceed customer expectations to delight the
customer. It concentrates on proper care of the customer, building
on repeat business, and feeling good about the job you do.$179.00
Each For Individual Titles. Order now and receive a complimentary
copy of the booklet 107 Proven Workplace
Relationship Strategies and accompanying workbook with your order.
back to Service First™ Training
Video List
Service Recovery
Focuses on the specifics needed to take a situation where the customer
is unhappy, and then turn it into a positive, loyalty establishing
experience. It encompasses problem solving skills, acknowledgment
of fault, and the action necessary to redeem the customer's satisfaction.$179.00
Each For Individual Titles. Order now and receive a complimentary
copy of the booklet 107 Proven Workplace
Relationship Strategies and accompanying workbook with your order.
back to Service First™ Training
Video List
Empowerment
Focuses on the employee being empowered to rectify a negative customer
service experience by placing the needs of the customer above the
confines of routine. It clarifies responding to customer needs for
customer satisfaction, acting within the boundaries of authority,
and bending or breaking the rules when necessary.$179.00 Each For
Individual Titles. Order now and receive a complimentary copy of
the booklet 107 Proven Workplace Relationship
Strategies and accompanying workbook with your order.
back to Service First™ Training
Video List
Total Quality Service
Prescribes the techniques for internally managing the process of exceptional
customer service and controlling customer service outcomes. It delegates
the employee as the most important person in the company, and provides
motivation for the employee to continually improve their service
skills.$179.00 Each For Individual Titles. Order now and receive
a complimentary copy of the booklet 107
Proven Workplace Relationship Strategies and accompanying workbook
with your order.
back to Service First™ Training
Video List
The Service First Video Library Package
The entire set of the Service First Video Library™ is $1,500.00. ORDER
NOW and you will receive FREE the Business
Builder Package, a gift valued at $299.00. The Business Builder
Package contains hundreds of business building ideas such as the
coyote model of teamwork, exercises in "thinking outside the
box" with reverse logic, and 107 strategies for improving
employee and customer relations. Receive one hour of personal coaching
with Jim Rooney and a complimentary 25-page
Online Behavioral Assessment Report by Target Training International™.
For more information email .
The Service First Video Library Package includes:
- Phone support from People Smart Tools for setting up your training
event
- 12 videos, CD, or DVD· One discussion guide of 2 pages
with each video
- Free shipping to your door, anywhere in the United States or
Canada
- Lifetime warranty
- Manager's Kit FREE
- FREE, unlimited technical support by email
- Free access by Internet to the Facilitator Guide that includes:
- Leader Guide
- PowerPoint Presentation
- Discussion Guides
- Answer Sheets
- Certificate of Accomplishment
Order The Service First
Video Library Package
Every video has an unconditional 30-day money back guarantee. Click
here for other Customer Retention articles,
software, and customized training & services by People Smart
Tools. For more information, call Jim at 325-463-5546 or email to
Industry Specific FEELINGS™ Front-Line Employee
Training Systems
Develop your most powerful asset: "Front-Line Employees".
The FEELINGS™ six-hour program (three sessions of two hours
each) is designed to launch quality service concepts and create/build
commitment throughout the organization. Course topics include self-esteem,
communication, listening, keeping promises and handling difficult
situations.
These effective video-based, facilitator driven learning systems
(with a user-friendly facilitator guide) can be implemented on-site
at single or multiple locations simultaneously.
These systems are easy to implement and take very little preparation
time. Give us a call and we will discuss which system is the best
for your organization. We can help you select a facilitator and conduct
a Train-the-Trainer event.
Industry Specific Versions Include:
FEELINGS: Quality Service First Time Every Time®
For financial, office, and professional settings, available in English,
Spanish, Chinese and Indonesian. Package information
and pricing.
back to Industry Specific FEELINGS™ Training
Video List
The Spirit of Excellence for Hospitals and Long
Term Care Facilities®
Designed for hospitals in the health care industry, available in
English, Spanish, and Chinese. Package information
and pricing.
back to Industry Specific FEELINGS™ Training
Video List
The Essence of Caring for Clinics, Managed Care,
and HMO's®
Focuses on attaining excellence in patient relations, customer service
and client loyalty through a learning technology specifically designed
for the unique needs of clinics, managed care, and HMO's. Available
in English only. Package information and pricing.
back to Industry Specific FEELINGS™ Training
Video List
Attaining Excellence For Local Government®
Built around five elements of quality service:
- speaking in a courteous and caring manner
- working together
- listening with respect and asking questions
- performing to your best ability to satisfy customer needs
- learning to resolve problems.
Its modular design can be used in one or two day formats, or in
shorter sessions of 60-90 minutes. Available in English only. Package
information and pricing.
back to Industry Specific FEELINGS™ Training
Video List
The Start Up Package
The Start Up Package in English includes:
For more information and pricing on packages in
a language other than English call (325) 463-5546 or email us at
- Facilitator guide with 3 videotapes, CD ROMs /VCD or DVD
- Participant Packages (10) consist of:
- Participant Book
- Certificate of Accomplishment
- Quality Service Techniques Card
- Customer Service Performance Standard Evaluation for each
participant
- "107 Proven Workplace Relationship Strategies" Booklet
The investment is $1,500.00. Shipping and handling is included in
the USA. Additional participant packages are $25.00 each.
Order now your FEELINGS ™ Front-Line Employee Training System
and get the Business Builder Package FREE,
a gift valued at $299.00.
Jump start your organization with the Business
Builder Package which contains hundreds of business building
ideas such as the coyote model of teamwork, exercises in "thinking
outside the box" with reverse logic, and 107 strategies for
improving employee and customer relations. Receive one hour of
personal coaching with Jim Rooney and a complimentary 25-page Online
Behavior Assessment Report by Target Training International™.
back to Industry Specific FEELINGS™ Training
Video List
Train-The-Trainer Session
People Smart Tools will conduct a Train-The-Trainer Session for
$2,000 with purchase of a system. Travel expenses are additional. Click
here to learn more about Jim Rooney. Call 325-463-5546 for more
information or email at info@PeopleSmartTools.com.
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