Centre for Customer Care (CCC) Malaysia
Achieve the Invisible Business Advantage

 

Special Offer end on 15 March 2011. Hurry!

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CUSTOMER SERVICE SET - 9 DVDS
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.

Special Price: RM4,300 per set
Usual Price: RM6,300 per set

  HUMAN RESOURCE MGT SET - 9 DVDS
As a human resources manager, you have a lot of responsibility within your company. Use this set of nine human resource training videos as a guide to help ensure that your workplace maintains a respectful atmosphere, while keeping yourself protected against any potential legal problems.

Special Price: RM4,300 per set
Usual Price: RM6,300 per set

  MANAGEMENT SET - 9 DVDS
Develop your leadership and supervisory skills with these high-impact productions. Nine management training top-selling titles provide proven techniques that are guaranteed to improve productivity and people skills for new managers and seasoned veterans.

Special Price: RM4,300 per set
Usual Price: RM6,300 per set
 
COMMUNICATION SET - 9 DVDS
Communication is a critical part of every business environment. When there's a breakdown, we usually think the solution is to speak more clearly. But the solution is often in the listening. This communication video will teach your staff the skills that will make them better listeners—and better communicators.

Special Price: RM4,300 per set
Usual Price:  RM6,300 per set

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FEELINGS: FOR RETAIL INDUSTRY

For those in retail and service industries...Inspire your employees with the Customer Service philosophy and give them the skills they need to provide excellence in customer service. This series will increase awareness of the needs of customers and help your employees realize how important their contribution is to the success of the entire organization.


Leader Guide - A user-friendly 140 page guidebook that enables ANYONE to lead a group on Feelings. The sections are clearly marked for the leader, prompts the leader to start the video, enables the leader to facilitate group discussions (no need to answer questions even!), and provides exercises for the group. We make being a Leader SIMPLE!
Set of 3 Video/DVDs - The videos are used in conjunction with the Leader Guide with learning vignettes of real-life situations on 'how-not-to' and 'how-to' handle any customer.
25 Participant Books - An easy to follow/easy to read book for Participants. Each book contains key concepts about the Feelings program along with though provoking quotes and interactive exercises.
25 Customer Service Performance Standards - A valuable four page evaluation sheet to monitor employee improvement.
25 Quality Technique Cards - A Glossy 3x5 Color Index Card highlighting the key Feelings topics as an easy daily reminder for Leaders and Participants.
25 Certificates - Each Participant will receive a color certificate with their name on it upon completion.



LOYAL FOR LIFE

How to take Unhappy Customers from Hell to Heaven in 60 Seconds or Less! This contemporary customer service recovery program guarantees results or your money back. Our proven 4 step method of recovery will take any unsatisfied customer and make them Loyal-for-Life to your organization.


Leader Guide - A user-friendly 96 page guidebook that enables ANYONE to lead a group on Loyal for Life. The sections are clearly marked for the leader, prompts the leader to start the video, enables the leader to facilitate group discussions (no need to answer questions even!), and provides exercises for the group. We make being a Leader SIMPLE!
One (1) DVD that is used in conjuction with the Leader Guide with learning vignettes of real-life situations on 'how-not-to' and 'how-to' handle any customer. Approximately 45 minutes.
25 Participant Manual - An easy to follow/easy to read 134 page manual for Participants. Each book contains key concepts about the Loyal for Life program along with though provoking quotes and interactive exercises.
25 Customer Service Performance Standard - A valuable four page evaluation sheet to monitor employee improvement.
25 Quality Technique Card - A Glossy 3x5 Color Index Card highlighting the key Loyal for Life topics as an easy daily reminder for Leaders and Participants.
25 Certificate of Accomplishment - Each Participant will receive a color certificate with their name on it upon completion.





CONNECTIONS: QUALITY SERVICE FOR EDUCATION INDUSTRY

In today's competitive higher education environment, colleges and universities need to be concerned with the messages they send to their current and prospective students. This program provides the most comprehensive customer service training, designed specifically for colleges and universities.

 

Connections is a 3 sessions, video-based program. Design allows session to be implemented in 2 - 4 hours per session. Content focuses on quality customer service.


Leader Guide - A user-friendly 216 page guidebook that enables ANYONE to lead a group on Connections. The sections are clearly marked for the leader, prompts the leader to start the video, enables the leader to facilitate group discussions (no need to answer questions even!), and provides exercises for the group. We make being a Leader SIMPLE!
25 Participant Manuals - An easy to follow/easy to read 140 page manual for Participants. Each book contains key concepts about the Connections Quality Service...First Time, Every Time program along with though provoking quotes and interactive exercises.
One (1)  DVD used in conjunction with the Leader Guide with learning vignettes of real-life situations on 'how-not-to' and 'how-to' handle any customer. Approximately 45 minutes.




 



CUSTOMER SERVICE



SERVICE FIRST VIDEO LIBRARY (NEW) - DVDS

SERVICE FIRST, the customer service video library, is a powerful video-based training system founded on group interaction and designed to train entire workforces on the art of exceptional service. Helping employees become the best they can be!


Each session can be facilitated in 1 hour or less and contains:

12 Different Video Learning Sessions
Facilitator Manual
PowerPoint Sessions
Discussion Guides
Answer Keys
Certificate of Accomplishment

Can be used by any type of organization because the concepts and vignettes are generic and cover every segment of the marketplace.





Think Like the Customer, Act Like the Owner: The Art of Delivering Superior Customer Service (B)

Make sure every customer is a satisfied customer … with assistance from this new hit video. In just minutes, your staff will learn superior customer service techniques, including how to deal with — and win back — even the angriest customer.

Winning Over Even the Most Difficult Customers: Going Beyond "Service With a Smile“ (B)

Like it or not, difficult customer situations are a fact of life. It's up to you to make the most of every conversation you have with difficult customers - and welcome the chance to win them over. In the new video Winning Over Even the Most Difficult Customers, you'll discover techniques for dealing with five of the most difficult types of customer situations.

Communicating With Customers (B)

The average organization loses up to 30% of its customers due to poor customer service: Don’t be among them! This best-selling program reveals how you can keep customers coming back by avoiding the 8 most common mistakes made when servicing customers.

7 Things Never to Say to Your Customers (B)

Seven deadly service statements … they sound ominous, don’t they? And for good reason. Some of these statements may seem perfectly innocent on the surface and there may be times when you’re tempted to try using one or more other them to improve a difficult service situation. But more often than not, you’ll find that you’ve unwittingly only made things worse. With the advice presented in this new program, you’ll learn to avoid these service killers and naturally end up providing customers with the care and professional service they deserve … boosting customer loyalty to new heights!

Everyone’s Customer Service Role (B)

Every employee—even those not on the organization’s frontline—serves as an important link in the customer service chain.  This video demonstrates how the actions of every team member can strengthen—or break—the chain vital to customer service success.


What Customers Really Want  (B)

Keeping customers happy means giving them what they want, when they want it, with no unpleasant surprises.  This video shows how all employees can give customers quality service by making customers feel valued and by exceeding their expectations.

Listen & Win:  How to Keep Customers Coming Back (B)

Each time you do business with a customer, it’s a listening test.  You can pass the test and encourage customers to return, or you can fail the test and lose customers to competitors.  This video will help you become the listening expert that customers truly appreciate.

Make the Connection: How to Be Effective and Productive on the Phone (B)

The telephone: It's something we all use countless times each day. Can you think of any more basic or essential business tool? Because we use the telephone so often and so easily, we rarely pause to ask whether we're getting the most from our telephone time. But all of us should consider ways to improve our telephone skills and productivity. Improving phone skills can save you time, make you more money - and help you build valuable relationships.




COMMUNICATION

You Are the Organization: Every Employee’s Public Relations Role (B)

This short and entertaining video will give you peace of mind knowing that your employees are representing your organization with professionalism and style!


Listening: The Key to Productivity (B)

What makes a person easy to work with and effective on the job? How do some people earn the respect of both co-workers and employers? It's no 'secret' or unique personal characteristic. In many cases, it's simply the ability to listen effectively.


How to Resolve Conflict at Work (B)

Whether it’s trying to satisfy customers who expect the impossible or co-workers who ask too much, you deal with conflict every day. You can confidently handle conflicts with the techniques presented in this new video, including how to:


Offer help on your terms when a co-worker asks too much
Protect your reputation if someone asks you to lie
Work with a customer who expects the impossible
And much more!


How to Communicate Clearly And Effectively With Employees (B)

Remember the best boss you ever had? It’s a good bet that he or she was an excellent communicator. Communicating clearly and effectively is probably the most important — and perhaps most difficult — responsibility of any manager.


Don’t Shoot The Messenger: Common Workplace Courtesies That Reduce Tension & Lower Stress  (B)

If your co-workers could be arrested for inconsiderate behavior, would they get a life sentence?


Solving People Problems on the Job (B)

One out of every five people in the workplace can be difficult to deal with. This video identifies the most troublesome personalities and shows you how to handle them — both tactfully and effectively.




Communicating With People on the Job (B)

Make everyone in your organization an effective communicator.


How to Give and Receive Criticism (B)

Most people dread giving and receiving criticism because it goes against our natural desire to be respected and liked. But done properly, criticism can be a powerful tool to help you and others improve performance.


For Employees ...Being Positive in the Workplace: Good Attitudes Are Contagious (B)

Every office has them … the “party poopers.” Negativity can get a stranglehold on a workplace. It spreads as quickly through an office as a computer virus. Fortunately, the flip side is true, too. A positive attitude is also contagious.


Speaking to One Person or a Roomful: Proven Techniques That Will Make You a Master Communicator (B)

What is the one thing that helps people climb up that ladder of success more predictably than anything else? Aggressiveness? Nope. Putting in the most hours? Heck no! It’s the ability to say the right thing, and say it well, even under difficult circumstances. In this video, you’ll discover how to enhance the two most primary communication tools: your tone of voice and your body language. And, you’ll learn the exact words to say – and what to do – in difficult situations.


It’s Business, Not Personal: Taming Emotions in the Workplace (B)

Keeping your cool in tricky workplace situations isn’t always easy. That’s why we’ve developed the new video “It’s Business, Not Personal: Taming Emotions in the Workplace.” Presented in an entertaining, late-night talk-show format, this program illustrates how to tame your emotions when dealing with your boss, co-workers and customers.



Communicating to Reduce Stress (B)

Stress levels can rise when busy co-workers fail to communicate effectively with one another.  This video provides information on how to recognize the stress triggers that impair communication. This valuable resource is filled with tips & techniques to help viewers adapt communication styles to reduce stress on the job.


How to be Creative on the Job (B)

With the ideas and techniques offered in this video, you can make creativity a part of your everyday job and get in touch with the creative side inherent in all of us!


Powerful Ways to Persuade People (B)

Persuasion isn't a character trait that only some people are born with, or a gift that only charismatic salespeople or politicians possess. It's a simple skill that anyone can develop and master. With some basic skills, and practice, you can learn to influence others and reach agreements more quickly and easily.


Power Writing: Techniques for Success (B)

Writing might be the least favorite part of your job. But good writing skills make you more valuable to your organization, confident about your job skills and more likely to advance in your career. And as the volume and speed of business communication increases, your messages must be written more concisely and clearly than ever to cut through the clutter.

Managing Stress Before It Manages You (B)

You have the right to strive for a stress-free work environment for yourself. As a manager, it’s your responsibility to recognize and alleviate stress for your staff.


Achieving Peak Performance on the Job (B)

Imagine yourself as more efficient, helpful and productive. You’d know exactly where to begin, what questions to ask and how to get the job done right every time. Believe it or not, it is possible. Quickly discover how to become the super-productive peak performer you’re meant to be.




How to SHINE in Difficult Management Situations (B)

How you handle difficult situations can determine whether your employees — and your boss — see you as an effective manager who conquers the steepest management challenges … or just an average one who wilts under pressure.


Speaking with Confidence, Clarity and Charisma (B)

How many good ideas have you had shot down in a meeting? With guidance from this video, you'll find out how to present your ideas with power, think fast when asked a tough question and even where to sit in a meeting for maximum influence...plus much more!




TEAMWORK



Team-Building Techniques That Work (B)

Discover how to manage in a way that naturally motivates your staff to work as a team. This short video program offers sensible advice, including how to lead meetings that fire everybody up, plus two simple — and fun — exercises that help build team spirit.


Everyone's Teamwork Role

How much time and effort is wasted in your organization because team members don't fully understand one another's roles and responsibilities?


Sink or Swim Teamwork: We’re All in This Together (Building Teamwork) (B)

Every great organization can trace its success to this key, fundamental concept: teamwork. Yet not everyone knows how to make a team work – or be a team player.


"Getting Cooperation” Team Building that Works (B)

Teamwork suffers, and can often fail, when team members make communication blunders that hurt productivity.  This video looks at the major causes of teamwork failure and ways to overcome them.


Building Cooperation: How Everyone Can Win at Work (B)

When people cooperate on the job, everyone wins.  Individuals work more efficiently and get ahead, teams reach their goals and the organization prospers.  So why do so many employees focus on competing when they should cooperate?  This video shows how each person in the workplace benefits from cooperation.


Creating Your Dream Team: How to Harness the Power of Teamwork (B)

To create a winning team, you need to motivate, persuade, teach, criticize, praise and evaluate—every day.  Whew! In just minutes, this informative program will walk you through the team-building process and describe universal strategies that can be applied successfully to any group of individuals.


Resolving Conflicts: Strategies for a Winning Team (B)

No matter how hard you work to build a team, the behaviors of a few team members can cause breakdowns and block team progress.  This video shows how to quickly resolve the conflicts that sometimes arise when diverse personalities work together—conflicts that can prevent the team from reaching its goals.



 




LEADERSHIP

50 Activities for Developing Leaders Vol 1(H)

This unique volume offers ready-to-use, proven activities to introduce and develop key skills in leadership training. Each activity includes clear objectives, detailed instructions on how to run the activity, and reproducible participant materials.

50 Activities for Developing Leaders – Vol 2  (H)

For years, the popular 50 Activities for Developing Leaders, Volume I, has helped trainers effectively introduce and reinforce key skills in leadership training. Now the all-new, second volume reflects the best and latest thinking on leadership theory making it the best tool available for building leadership skills, attitudes and competencies. Developed by two veteran leadership experts, the second edition offers 50 ready-made, proven activities organized into four modules.

51 Activities for Collaborative Management (H)

In 51 Activities for Collaborative Management, you’ll find an array of dynamic and engaging exercises to help you explore what makes collaborative management work, its potential benefits and how to experience them in your organization.

Strategic Leadership Workshop (H)

This 3-day workshop includes leaders lesson materials, power point slides and one participant booklet. One of HRD Press's marquee products, this workshop provides organizations an easy-to-use, complete program to teach supervisors a more participative, motivative, day-to-day management style.

Strategic Leadership Workshop Coursebook (H)

Participants Coursebook for the comprehensive three-day SLTI Workshop curriculum, designed to provide leaders the experiential learning practice necessary to fully master the appropriate use of four leadership strategies: Relate - Coach - Delegate - Instruct

Building Interpersonal Influence Workshop (H)

Building Interpersonal Influence is a comprehensive 2-day training course exhibiting the highest standards of instructional design. It is a fully modular, trainer-led curriculum. Now you can re-create a course developed at 20 times your cost to teach one of the most critical leadership skills: how to influence appropriately.

Building Interpersonal Influence Coursebook (H)

This Participant Coursebook for the Building Interpersonal Influence Workshop contains experiential activities and course materials needed to complete this 2-day, modular format, trainer-led course.

This Workshop Includes:

Instructor's Guide with lesson plans and activities
Fully Reproducible Participant Coursebook
1 Insight Inventory
Transparency masters




Leaders Communication Toolkit (H)

A 100-page guide with action plan templates for improving the use of email, cell phone, voice mail, and video conferencing communications media. Teaches communication jobskills for setting expectations, building relationships, and minimizing conflicts between individuals and teams.

25 Legendary Leadership Activities (H)

What is “legendary leadership”? It can be defined simply as leadership that is remembered. These 25 activities are designed to ensure you are remembered as a good – or even great – leader.

Leadership Effectiveness Workshop (H)

This 2-day, interactive workshop on Leadership Effectiveness has been designed to help an organization develop the leadership skills of its workforce. The competencies developed include the 8 core competencies assessed by the Leadership Effectiveness Profile: Contextual Thinking, Creative Assimilation, People Enablement, Reciprocal Communication, Directional Clarity, Change Orchestration, Driving Persistence and Emotional Intelligence.

Leadership Effectiveness Workshop Participant Book (H)

This companion workbook to the Leadership Effectiveness workshop contains 53 pages of summary content and exercises; everything participants need to successfully complete the Leadership Effectiveness workshop.



CUSTOMER SERVICE

The Service Pro: Better, Faster and Different Workshop (H)

Create an organization of "Service Pro's" with
comprehensive program targeting customer service IN’s and OUT’s, --ideal for today’s competitive market. This workshop includes videos, stories, exercises, overheads, role-plays, and more for both managers and service personnel.


Key Benefits:

Build a sustainable, competitive advantage in your organization.
Teach your employees how to service your customers properly, at lightning speed.
Motivate your employees to make a sustainable commitment to your customers.
In short, The Service Pro provides the tools and techniques—and the all-important motivation—to raise service to levels that can give your organization a competitive edge.
Key Features:
Hard-hitting 1-day workshop for service personnel provides both the “why” it’s so important and the “how” training on key competencies.
Companion 1-day workshop for leaders is absolutely essential for managers who must understand the big picture and be able to align systems, support, and recognition to make superior service a competitive strategy.
Modular training design enables the trainer to adjust emphasis and work effectively within time constraints.

Package includes:

Complete Facilitator’s Guide
Video
PowerPoint® Presentation
5 Participant’s Workbooks
5 copies of The Service Pro book

50 Activities for Achieving Excellent Customer Service w/CD (H)

Increase the creativity and skill level of customer service representatives, Demonstrate what excellent customer service is, Provide insights and practice to improve customer service, Develop your own organizations bank of customer service learning situations

Service Leadership Facilitators Guide (H)

This training is designed for managers and executives. It teaches 10 proven strategies for creating a service culture in your organization. There are lesson plans for 1 or 2 day workshops and there are 72 power point slides.  

Customer Service Training (H)

Whether you’re a training professional or beginner, you’ll appreciate the useful diagrams, articles, examples, key points, sample lesson plans, flip charts, and evaluation forms that are part of this Instructors Guide for improving customer service.



Front line Service Leaders Guide (H)

This leaders guide includes training lesson plans for 1 and 2 day workshops and includes case studies, experiential exercises and power point slides. Now you can use the same service fundamentals that are practiced at Disney World, Marriott and hundreds of other companies whose success depends on world class service.

Learning Points: 89 Activities and Actions for Coaching Call Center CSR's (H)

The traditional role of the call center “supervisor” is a thing of the past. Being an effective “coach” is fast becoming the most valuable asset you can offer your employees, call center and organization.

This interactive training guide is designed for those responsible for the ultimate success of the call center. It is packed with tips and strategies that will help you do your job better and continuously coach your CSR’s to improve their skills and the level of service they provide.

The book is organized into five parts that drill down to the supervisor’s role:

The changing role of the supervisor
Motivating others
Creating effective communications
Helping CSR's work together as a team
Resolving conflicts between CSR’s

Within each section are learning points – 89 in all. Use these tips, exercises, multiple choice quizzes and other tools to become more effective at giving the support and guidance your employees need from you to perform their jobs in the best way possible.

In just minutes, you’ll gain insight and tips that will enable you to change from telling employees what to do to and ensuring the work gets done to coaching employees to reach their greatest potential.

For example, you’ll learn how to build trust, recognize CSR’s, make yourself clear, give feedback, create synergy, become a role model, deal with upset CSR’s – and many more skills that will have a huge impact on your CSR’s and how satisfied customers are with the service your call center provides. 


20 Training Workshops for Customer Service – Part 1 (H)

Be ready to respond to customer service "moments of truth" by ensuring that customer service staff have the core skills they need. These 20 ready-to-use training workshops include detailed trainer's notes, transparency masters, and participant handouts. All materials are fully reproducible which makes them an excellent value for your training dollar!

20 Training Workshops for Customer Service – Part 2 (H)

20 fully reproducible, training workshops in this volume are ideal for customer service managers, supervisors, coaches and self-directed customer service teams that must set service policies, measure effectiveness and identify where service improvement is needed.

Superior Client Service for Financial Institutions: Trainer's Package (H)

Persuasion isn't a character trait that only some people are born with, or a gift that only charismatic salespeople or politicians possess. It's a simple skill that anyone can develop and master. With some basic skills, and practice, you can learn to influence others and reach agreements more quickly and easily.

Superior Client Service for Financial Institutions: Participant Booklet 5-Pack (H)

This complete training program makes it easy to teach any number of employees the interpersonal communication skills needed to create superior interactions with financial clients. While the materials focus on providing service by phone, many of the concepts translate readily into face-to-face interactions.

25 Reproducible Activities for Customer Service Excellence (H)

Make it easy for employees to provide great customer service with this collection of 15-30 minute, motivating and skill-building activities that include quizzes, exercises, role plays and strategies.

Learning Points: 80 Activities and Actions for Call Center Service Excellence w/CD (H)

With Learning Points: 80 Activities and Actions for Call Center Service Excellence, you can prepare your employees to successfully meet the requirements of all the customers who call into your center.


Customer Service Best Practices (H)

This resource includes 38 training tools, case studies, job aids and articles that will give you solutions to improving virtually any customer service process.

Learning Points: 100 Activities and Actions for Customer Service Excellence w/CD (H)

With Learning Points: 100 Activities and Actions for Customer Service Excellence, you can be sure your employees know exactly what they need to do in any situation to provide the quality of service your company expects, and your customers deserve.

Superior Client Service for Financial Institutions: Trainer's Package (H)

Persuasion isn't a character trait that only some people are born with, or a gift that only charismatic salespeople or politicians possess. It's a simple skill that anyone can develop and master. With some basic skills, and practice, you can learn to influence others and reach agreements more quickly and easily.

Superior Client Service for Financial Institutions: Participant Booklet 5-Pack (H)

This complete training program makes it easy to teach any number of employees the interpersonal communication skills needed to create superior interactions with financial clients. While the materials focus on providing service by phone, many of the concepts translate readily into face-to-face interactions.

25 Reproducible Activities for Customer Service Excellence (H)

Make it easy for employees to provide great customer service with this collection of 15-30 minute, motivating and skill-building activities that include quizzes, exercises, role plays and strategies.

Learning Points: 80 Activities and Actions for Call Center Service Excellence w/CD (H)

With Learning Points: 80 Activities and Actions for Call Center Service Excellence, you can prepare your employees to successfully meet the requirements of all the customers who call into your center.







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