2006 Social Cat_Can - Kinetic Video

28SERVE! TurnCustomer Serviceinto UnforgettableCustomer ExperiencesToday's customers are spoiled. But ifyou can wow them with an unforgettableexperience, you'll win unprecedentedloyalty. Using simple, universalexamples, TOM PETERS tells you how toexceed expectations and make customersfall in love with your company. Key learning pointsinclude: Creating great customer experiences;and, Understanding your customer's needs.*Education 20% Government & Non-Profit 10% discount#13366/0550 2002 $495EXCEEDING EXPECTATIONS:Service Tips and Techniquesto Keep Your CustomersComing Back (for FoodService Professionals)Industry surveys consistently show that service is thenumber one reason customers return to a restaurant.That means food service professionals must gobeyond culinary excellence to ensure success. Theymust offer exceptional service, the type of service thatmakes guests feel comfortable, makes dining enjoyable,and creates customer loyalty. This program providesa comprehensive lesson in the principles, standards,and practices that define outstanding service.Whether you are a fine-dining, café, casual, or familystylerestaurant, your wait staff will benefit from“Exceeding Expectations”!#11414/0485 55 minutes 2007 $99.95THE EXCEPTIONALRECEPTIONISTThis program turns receptionists into an organization'sbest public ambassadors! A dynamic program makesthe most of the all-important role of receptionist: handlingdifficult people with skill and professionalism;learning to manage stress effectively; developingproven telephone techniques to save time and satisfycallers through the use of assertive (not aggressive)language. This program will improve communicationskills and enhance customer service, as well as buildinga positive image for any organization.#13253/0380 Three 60-minute programs$129.95EVERY CALL COUNTS!This program combines real-world workplace scenarioswith up-to-date "how to" narratives to illustrate key conceptsand skills for proper telephone techniques. Astrong base of communication etiquette is developedthrough a series of telephone Dos and Don'ts. Viewerswill learn how to deliver the perfect greeting, screencalls, handle irate callers, transfer callers, and use voicemail.By viewing a wide variety of role-playing examplesand behavior-modeling opportunities, students and professionalswill gain a better understanding of the skillsneeded to communicate effectively over the phone.#7279/0405 35 minutes 2003Includes Guide $99.95LISTENING UNDERPRESSURE: TheCustomer ServiceChallengeLife is full of distractions, and thework environment is no exceptionespecially when you're dealingwith customers. Good listeningskills are essential for meeting customerneeds - and ensuring a positive experience withyour organization. In three entertaining and informativestories, viewers learn the right and wrong ways tohandle customer service challenges. Learn how threespecific listening skills can soothe irate customers;help you get the information you need to solve theirproblems; and keep your focus in spite of interruptions.Once you've mastered these crucial skills, greatcustomer service will be second nature. Learn threeeffective listening skills: Attentive - make the customeryour first priority; Active - ask questions that addressthe clients' concerns; and, Objective - keep an openmind and avoid jumping to conclusions. Just as usefulfor long-term employees as for new hires, use thisvideo to train your front-line customer service staff.#12302/1005 14 minutes 2007 $149.95 *CCUSE THE TELEPHONE THE RIGHTWAYThis training program provides viewers with key skillsand strategies for effective telephone use. Good commonsense telephone techniques and old-fashion courtesy,especially in today's digital age, often define crucialbusiness moments. Poor telephone skills cancause customer dissatisfaction or loss of customers,damage the organizational image, and threaten overallcaller goodwill. Employees will learn how to apply 14key call-handling skills that will boost any organization'scredibility (and bottom line) and also their ownprofessionalism and value. Viewers also learn to:Provide great service, turning phone calls into relationshipbuilders; De-magnify conflict over the phonethrough sensitivity; Overcome the two root causes ofpoor telephone communication; Vary timing, tone andword choice to enhance caller comfort; Apply voicemail etiquette that's also efficient; and, Check phoneuse attitude," follow the "two-ring rule" and more!#5789/0960 24 minutes 2002 $129.95SEVEN THINGS NEVER TO SAYTO YOUR CUSTOMERS!Seven deadly service statements ... they sound ominous,don't they? And for good reason. Some of thesestatements may seem perfectly innocent on the surfaceand there may be times when you're tempted to tryusing one or more other them to improve a difficultservice situation. But more often than not, you'll findthat you've unwittingly only made things worse. With theadvice presented in this program, you'll learn to avoidthese service killers and naturally end up providing customerswith the care and professional service theydeserve ... boosting customer loyalty to new heights!*Includes a 12-page Program Guide - yours to copyand distribute at in-house training sessions.#13846/0277 21 minutes 2005 $149.95New! WHEN THE PHONERINGS: Telephone Skills forBetter ServiceGreat telephone service doesn't have to be a thingof the past. Even with the advent of email and theInternet, customers still want to be able to call sometimesand reach a live person. And how that call ishandled still makes a huge difference to the successof your organization. When the phone rings, youremployees have only a few seconds to set a tone.To communicate that your company listens to customersand gives them what they need every singletime they call. Those who answer the phones arespeaking for everyone in the company. Make sure theyhave training. Teach the ABC's of telephone courtesy:Customer service etiquette; Taking an accurate message;Handling transfers and multiple lines; Voicemail and leaving a message; and, Problem calls.#13051/1005 20 minutes 2010 $159.95THE POWER OF CUSTOMERSERVICEThis training program with Dr. Paul R. Timm providesthe basics needed in any organization to improve customerservice. It's not just a lot of theory. In fact, it'sthe opposite. Loaded with do-it-now skills that can beput to work immediately. There is also a workbook andan audiocasette for additional reinforcement. Viewerslearn that customer service comes from the inside.Also that the term customer can also refer to a coworker,even a friend or relation. Using the "three C's"of good customer service - Concern, Communication,and Competence, leading customer service expert Dr.Paul Timm brings to life the skills needed to enrichany customer service relationship. To survive in thecompetitive market place means treating customerslike they are members of the family. A positive customerrelationship is the key at any level of anyorganization.," says Dr. Timm.#6276/0960 45 minutes 2004 $129.95 *CCTRICKY CUSTOMERS: How toStay Cool Under PressureThis program gives a simple plan for dealing withtricky customers. Many behaviours qualify as tricky.Customers may be impatient, rude, ungrateful, complainingor just hard to please. The behaviour thatmost people find hard to manage is the angry or iratecustomer. This program shows how easy it is for theservice giver to be drawn into an argument. The focusthen moves from the issue at hand to who is going towin or lose. Take the H.E.A.T. is a simple plan for dealingwith angry or irate customers: Hear them out.Empathize. Apologize. Take action. Real-life scenescontrast ineffective behaviours with those used bypeople who can "take the H.E.A.T". A commentary isgiven with a studio audience. BONUS FEATURE - TheManager and Tricky Customers (4 minutes) - Somemanagers are reluctant to get involved with tricky customers.A retail situation demonstrates the differencebetween the manager who just observes his staffmember and the one who goes to her defense.#13614/0293 17 minutes Includes TrainingGuide $195Visit our website - kineticvideo.com • Email us - info@kineticvideo.com • Phone (800) 466-7631 or (716) 856-7631 • Fax (716) 856-7838