The Best Service is No Service
With the ever-present need to reduce costs and boost customer loyalty, Bill Price argues that companies should challenge the need for customer service in the first place. This game-changing approach treats service as a data point of dysfunction since it is almost always needed either to fix mistakes or to resolve customer confusion.

Happiness Matters
Tony Hsieh discusses the different ingredients used by Zappos.com to build a long-lasting enduring brand, including the importance of customer service and company culture.

Creating Winning Social Media Strategies
Citing intriguing examples from Oracle, Southwest Airlines, Walmart, Comcast, and Starbucks, Charlene Li shows us how companies can use social media tools to develop more intimate and beneficial relationships with customers.

Organizing Your Business Around the Customer
Customer relationship management is all about keeping customers happy. But not all customers are created equal. Roger Siboni explains that the secret is in differentiating your best customers, giving them personalized service, and rewarding them for their loyalty.

Driving Innovation in a Tough Economy
After reinventing itself years ago from a software-for-PCs producer to a software-for-the-enterprise producer, Microsoft is now in the midst of a multi-year initiative to transform itself again—to a software-plus-internet-services provider. And Microsoft remains committed to that transformation, notes Chris Capossela, despite the global economic downturn. In fact, it sees the crisis as an opportunity to rally all parts of the company behind its “big, big bets” for the next five to ten years.

A Blueprint for Change
Jacqueline Novogratz explains how entrepreneurial systems that apply the rigors and discipline of the marketplace can gradually make inroads on the seemingly overwhelming challenge of helping people who must pay more for services while earning far less. She details successful projects that have applied proven business practices to achieve measurable results in some of the world's most desperate regions.

Managing Innovation
iRobot operated without venture capital and on a break-even basis for eight years, developing a number of products for industry and the military without commercial success. An engineer who minored in business, Angle shares the practical lessons learned from these early failures: from managing a business struggling month-to-month to make payroll, to fostering early collaboration between engineering and marketing, to “rebuilding the plane you are flying” when growth ultimately takes off.

The Enterprise of the Future
Jim Bramante distills the findings of IBM’s latest Global CEO Study, based on interviews with one thousand CEOs worldwide, to define the Enterprise of the Future.

Don't Just Set Prices: Manage Them Strategically
When customers reject your price, it is often thought that the price is too high. But according to Tom Nagle, this may not be true. Price levels are only the visible "tip of the iceberg" of pricing strategy. Nagle explains that in order to get customers to pay for value, you have to do more than just set a value-based price.

Sustainability Matters
With consumers favoring products and services that are better for the environment, companies are finding competitive advantage in the environmental impact of their activities.

Finding Untapped Growth in Existing Markets
Managers are under constant pressure to grow, but it is often difficult to find new avenues of growth within an existing line of business. In order to win in the marketplace, it is essential to understand which customer behaviors make and lose money for your organization. Dr. James Hollingshead offers specific tools for seeing existing markets differently and uncovering hidden opportunities for growth.

People-First Management
Daniel Amos follows two straightforward management principles: he sets clear expectations, and he listens to employee concerns. His focus is communication followed by action. Amos ensures that employees experience an evenhanded response to their input, and he provides a reward system that gives them a vested interest in the profitability of the company.

The Idea of Marketing
Many traditional marketing functions have now been taken over by computers, which gather data in addition to providing customer care. In order to make the most of this valuable feedback, Regis McKenna explains, you need to create an infrastructure that responds and innovates, and use it to establish a dialogue that gets and keeps customers.

Preparing for Long Life in the 21st Century
Leaders of organizations need to understand how cognitive processing, decision making, memory, and motivation change as they, their employees, and their customers age. Dr. Carstensen shares research findings on motivation grounded in the uniquely human perception of time horizons and the theory of “socioemotional selectivity,” in which our values and goals change over time.

What Drives Phenomenal Success?
According to Colleen Barrett, success comes from an idea that is so simple, nobody quite believes it: customers return because they like the experience and they like the way they are treated. Her guiding rule is to hire on attitude and then train for skills, seeking individuals who will take the business—but not themselves—seriously.

Building the Market-Focused Culture
Truly market-focused organizations must pursue more than a sound market strategy. Professor Hayagreeva Rao details the six levers of culture building, and explains how aligning these factors reduces employee stress and turnover, creating a self-selected, productive workforce that is in touch with the demands of potential customers.

The Brand Race
Win brand relevance by timing your product innovations to market need (Apple), tapping underserved segments (Luna), building a robust customer relationship (Harley-Davidson), erecting barriers to competition in execution (Zappos), and becoming an exemplar brand (Prius).

Service for All
Whatever the reason—age, ethnicity, national origin—sometimes customers do not receive equal treatment. This customer service DVD helps you create a culture of inclusiveness in every one of your locations. It makes the point that every customer deserves excellent service.

Serving Customers — Helping People
The basis of great customer service is "people helping people." Remember that the customer in front of you—or on the other end of the phone line—is a person just like you. This training video will teach you five rules for better customer service that will make work more enjoyable for you and more effective for your business.

Creating the Repeat Customer
Your employees will enjoy humorous recountings of customer service snafus...and then learn how to do it right! Host Ross Shafer, a customer service professional, shares the six key elements of great customer service, and reminds viewers of the many ways to show customers that they're "number one."

Telephone Customer Service: Basic and Advanced CSR Skills
If you need a heavy-duty training video that covers all aspects of telephone customer service and sales, this program is for you. This very challenging job is broken into ten skill sets, with each skill being explained in detail. This program shows the right way to make a good impression on customers and handle all calls successfully.

Listening Under Pressure
In this training video, you'll learn the right and wrong ways to handle customer service challenges. See how three specific listening skills can soothe problem customers; help you get the information you need to solve their problems; and keep your focus in spite of interruptions.

Three Cornerstones of Customer Service and Selling
What does it take to turn an average shopping experience into a superior one—both for the customer and for the store? This training video shows you how to use good customer service skills—listening, probing, and building multiple-item sales—to achieve the best possible outcome: customers get more of what they want while your sales go up and your business improves.

The Customer Service Connection
The actions of customer service representatives help convey information about their company and its products. This customer service training video covers the universal importance of greeting customers, listening, evaluating customer needs, and responding appropriately. Following these guidelines will allow you to please your customer and build your organization.

ART of Customer Service
Excellence in customer service boils down to three basic ideas: give customers the attention they want, the respect they deserve, and the time to answer their questions and take care of their needs. This training video uses a mix of humorous scenes and first-person responses to tell viewers what customers really want.

Customer Service Collection
Keeping your customers happy is one of the most important parts of running a business. But sometimes your employees may not have the skills necessary to provide the best service possible. This set of nine training videos will help!

Whether it's over the phone or in person, employees will learn how to be attentive, listen to customers' needs, and handle tough situations in a professional manner.

Wednesday's Touch
Customer service is an art as well as a science. Skills can be taught, but the right attitude is even more meaningful. Filmed in a retail setting, this short video can be previewed in its entirety.

The Essentials of Great Service
Comedy Central created a customer service training video?!! Yes, and it's a real winner. This amusing program teaches viewers how to anticipate customer needs and do "a little something extra."

Dealing with the Irate Customer
Angry customers hurt your company's image, disrupt your workday, and cost your company business. Learn simple communication techniques that will help employees resolve disputes and calm angry customers quickly and professionally.

It's Your Call: Connecting with Customers Over the Phone
Emmy Award-winning comedian Ross Shafer shows you how to take phone orders like a pro. Learn basic telephone courtesy, essential elements for generating extra sales, and steps for handling angry callers. This customer service training video is packed with content, but fun to watch!

When the Phone Rings
When the phone rings, your employees have only a few seconds to set a tone - to communicate that your company listens to customers and gives them what they need. Make sure your telephone customer service employees are ready for business.

Professional Email Etiquette
No matter how long you’ve been using email, you’ll learn some very important guidelines in this video—guidelines that will protect you from catastrophes and ensure your messages are professional, every time.

Be Prepared to Sell
Learn how to build powerful, persuasive psychology into every business presentation you make. This business training video's five-step formula teaches you how to structure your presentation in a way that leads to customer commitment—how to make your pitch, offer benefits to customers, and close the sale.

Cornerstones of Quality
Quality management programs can be boiled down to four cornerstone principles: continuous improvement, customer focus, employee involvement, and commitment to measurement and evaluation. This business training video bridges the gap between trendy phrases and actions that improve quality and help your business's bottom line.

Dealing with the Irate Customer - Spanish
Our popular cutomer service video in spanish. Angry customers hurt your company's image, disrupt your workday, and cost your company business. Learn simple communication techniques that will help employees resolve disputes and calm angry customers quickly and professionally.