Satin Award Ribbons

First Place (Blue) $2.49 dz. - Item#: 995-087
Second Place (Red) $2.49 dz. - Item#: 995-088
Third Place (Yellow) $2.49 dz. - Item#: 995-089
Participant (Green) $2.49 dz. - Item#: 995-090
Honorable Mention(White) $2.49 dz. - Item#: 304-019

Recognize achievement by awarding these classy, colorful 2 by 7 inch gold imprinted ribbons. Great for team competitions and individual accomplishment. Participant ribbons are also wonderful for recognizing those who were part of a team or group even though they did not win or place. Styles may vary.

#1 - Go Team Clutch Pins (Metal)

$0.89 ea. - Item#: 104-071
$8.95 dz. - Item#:104-071A

Perfect inexpensive incentive or takeaway for programs dealing with such topics as teambuilding or customer service. (Assorted colors- Sorry no choice of colors).

The Power of Customer Service

$99.00 ea. - Item#: TPOCS

This program uses the three "Cs" of customer service - Concern, Communication, and Competence, to help viewers develop the skills needed to enhance any customer service interaction. Effective customer service comes from within the provider - a desire to go beyond what is expected when assisting both internal and external customers. This powerful video-training program goes beyond theory by providing a variety of hands on skills, which the user can immediately apply on the job.

Users will learn:

• Improve customer interaction through solid skill building practice
• To handle a variety of customer situations
• Techniques for strengthening customer relationships
• The difference between providing "good" and "excellent" customer service

Comes complete with 45-minute video, audiocassette and one copy of the book, "The Power of Customer Service," by Dr. Paul R. Timm. Available in Spanish. Quantity discounts on additional copies of the book available.

The Basics of Profitable Customer Service

$99.00 ea. - Item#: TBOPCS

This video-based program shows ways for organizations to effect strategies which will help eliminate poor customer service practices in order to effectively improve customer relationships and grow the business. The program is divided into segments to allow use as a self-study or facilitator-led training program.

Users will learn:

• The 10 dimensions of quality customer service
• How to develop and display a caring customer attitude
• The 13 strategies used by effective listeners
• The VIN and SERV philosophy of high quality customer service
• Techniques which can be applied to keep customers happy and coming back

Comes complete with 35-minute video, audiocassette and one copy of the booklet, "The Basics of Profitable Customer Service for You and Everyone in the Organization." Quantity discounts on extra copies of book available.

50 Ways to Keep Your Customers

$89.95 ea.- Item#: 103-011

This wide-based program focuses on helping organizations and front-line service providers with an edge on keeping customers happy while addressing their needs. In the highly competitive, global business environment of today, one of the key things separating companies in the customer's mind, is service. Buying decisions are often made on the care given by service providers rather than on price. This logical skill-based program can give the edge on competition.

Users will fifty hands-on, do-it-now techniques and skills, which they can immediately start using in the service environment.

Comes complete with 60-minute video, audiocassette and one copy of the book, "50 Powerful You Can Use to Keep Your Customers." 5 additional books and 5 additional audiocassettes available for ONLY $149.95 - Regularly $204.65, you receive a SAVINGS of $54.70.

Winning Telephone Tips

$99.00 ea. - Item#: WTT

Too often, customers are subjected to poor listening, lousy note taking and lack of concern when dealing with service providers over the telephone. This can lead to frustration, anger, dissatisfaction and ultimately abandonment of the services or products provided by that organization. Winning Telephone Tips is designed to provide successful strategies for enhancing service provided over the telephone.

Users will learn:

• Why placing their own calls is so important
• Tips for avoiding unnecessary phone screening
• Techniques for increasing voice mail efficiency
• Who should assume responsibility for call backs in cases of disconnection
• Procedures for correctly answering the telephone
• Proper etiquette to use on the phone-Strategies for keeping a call focused

Comes complete with 30 minute video, audiocassette and one copy of the book, "Winning Telephone Tips." Quantity discounts on audiocassettes and extra copies of the book available.

Customer Service Skills for Success by Robert W. Lucas

294 pages - Item#: 802-001	ISBN: 978-0-07-354544-8
Retail $46.00	Our Price $41.40 ea.
Books by Bob	Gift Certificate Info
Additional Information

The fourth edition of this best-selling customer service text has revised content and added features to help identify common customer service issues and provide proven strategies to address them. The focus of the ten-chapter book is to raise awareness, prompt thinking, give many step-by-step suggestions for service improvement, and provide readers with a valuable reference for information on how your organization can deliver service excellence. The information contained in the book will benefit you whether you are new to dealing with others in a in a service environment or are more experienced with internal (e.g. coworkers or other employees) and external (e.g. consumers, vendors, other end users of products, suppliers, businesses, dealers, and distributors) customer encounters.

For educators who adopt the book as a textbook, there is a dedicated website with instructor notes, PowerPoint® slides for each chapter, video vignettes to support classroom discussion, and a test bank of questions.

Contents

The Profession

Chapter 1 – The Customer Service Profession

Chapter 2 – Contributing to a Service Culture

Skills for Success

Chapter 3 – Verbal Communication Skills

Chapter 4 – Non-Verbal Communication Skills

Chapter 5 – Listening to the Customer

Building and Maintaining Relationships

Chapter 6- Customer Service and Behavior

Chapter 7 – Service Breakdowns and Service Recovery

Chapter 8- Customer Service in a Diverse World

Chapter 9 – Customer Service Via Technology

Chapter 10 Encouraging Customer Loyalty

The Big Book of Customer Service Games by Carlaw, P. and Deeming, V.K.

209 Pages - Item#: 600-001	ISBN: 0070779740
Retail	Our Price $17.95 ea.

Here are over two dozen ready-to-use innovative activities that help trainers and managers teach the basics of providing great customer service. Each fun, engaging training game takes just 15-30 minutes to implement. With step-by-step instructions for facilitators and reproducible participant handouts, these activities provide concrete techniques for: maintaining a positive service attitude: speaking and communicating clearly; honing superior telephone skills; learning the best approaches to dealing with difficult customers; and other essentials to successfully provide great front line customer service.

Building Customer Loyalty by Barbara Glanz

100 pages - Item#: 995-512	ISBN: 0-7863-0253-4
Retail	Our Price $8.95 ea.

Research shows that it costs five times as much to acquire a new customer as it does to keep an existing one. Therefore, it is important for organizations to understand what they can do to build customer loyalty and keep their customers. Building Customer Loyalty: How You Can Help Keep Customers Returning provides tips and techniques for offering superior service to clients and customers and helps you learn to create positive customer experiences, build lasting customer relations, and attract new customers while retaining current ones. You'll learn to treat each customer as an individual and personalize customer service to satisfy every customer.

MORE INFO

Customer Service Excellence by Debra MacNeill

100 pages - Item#: 995-515	ISBN: 1556239696
Retail	Our Price $8.95 ea.

Customer Service Excellence provides many helpful approaches for developing and maintaining solid internal and external customer relationships. The book is written in an easy to read format with activities and assessments to increase the reader's service awareness. It offers many reliable techniques for probing for customer needs, handling customer complaints, and satisfying customer expectations.

Customer Service and the Telephone by Dennis Becker and Paula Borkum Becker

100 pages - Item#: 995-511	ISBN: 0786302240
Retail	Our Price $8.95 ea.

Customer Service and the Telephone is a great reference for customer service representatives who work primarily on the phone. The book is written in an easy to read format and provides many tips and techniques for effectively using the telephone to increase customer service effectiveness and efficiency. It provides exercises and techniques to build speaking skills and develop a positive phone attitude, as well as strategies for handling upset callers and working with telephone technology.

Multicultural Customer Service by Leslie Aguilar & Linda Stokes

100 pages - Item#: 995-513	ISBN: 0-7863-0332-8
Retail $10.95	Our Price $8.95 ea.

In the ever-changing world of business, one principle remains constant: a satisfied, loyal customer is your most valuable asset. As the world becomes a smaller place, customer service providers are being faced with the challenge of meeting the diverse needs and expectations of a growing multilingual and multicultural customer population.

In this book, readers learn how to provide excellent customer service to individuals from a variety of backgrounds. By examining customer service scenarios, completing a series of self-assessment exercises, and reviewing case studies of organizations that have mastered multicultural customer service, readers will develop the skills to make every customer feel "at home." Whether you have one customer or a million, this book will help you deliver the best customer service possible.

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These specially imprinted pencils make great incentives for participants. After your program, they'll remember your session and message every time they use their pencil! Order by item imprint name. Custom imprints/designs are available (Call for details/price quotes). Call for quantity discounts over 144 (1 Gross).

Here's a great incentive item for classes such as customer service, teambuilding, interpersonal communication, ethics, etc. in which you want to stress "you scratch my back, I'll scratch yours." A good takeaway to help learners recall session concepts each time they see or use the scratcher in the future. 16" - color selection not available.

Goofy Smile Face Beach Balls

$0.99 ea. - Item#: 601-012
$9.99 dz. - Item#: 601-012A
Set of 3 - $2.79 ea. - Item#: 601-012B

Use these inflatable balls with crazy faces to toss around as a review activity during training. Form a circle and have participants take turns tossing the ball to someone else. Whomever catches the ball shouts out a key concept learned during the program and then tosses the ball to someone else. Adds fun, movement, color, novelty and several other elements tied to brain-based learning.

14inch - Colors are Red, blue, green, yellow, purple, and orange (sorry, no color selection available).