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Resources - July 2009
Greetings!

Welcome to the "new look" newsletter.
In this newsletter we have focused on the extremely important area of Customer Service, both internal and external. As the customer service that is happening internally reflects on the external customer service that a customer experiences - both go hand in hand. And both have massive effects on your business. Future newsletters will cover other specific topics.
You will also find a listing of the current Top 5 selling titles in the "Top 5" section, plus a new section for on-line previews.
In this newsletter we have incorporated a couple of titles from the Take Away Training  Series. The series gives you an opportunity through the reasonable pricing and the valuable content to have a personal resource library that will give you insights on how to approach things differently, how to develop strategies, how to manage different issues or how to face problems when they arise. 
Also included is a new Video Arts release, "Inside Information: A Silo-buster's Guide to Internal Customer Service", which globally is looking like it will become a best seller.
Continuing with the customer service theme we have also included the "Ultimate Customer Service DVD" which gives you more than three hours of customer service training videos. These have been compiled onto one disc with support materials that make it easy to run training programmes for many years to come.
Enjoy the newsletter. If there are any specific topics that you would like us to cover in the future please let us know.
CustomerCustomer ServiceKahi Puru
The Importance
We all have customers and without them we wouldn't have jobs - that's how important they are.
Successful businesses and happy employees give exceptional customer service both internally and externally; that is part of why they are successful. High performance teams give exceptional internal customer service; that's what creates the culture of a high performance team - caring about others and being able to put themselves in the customer's shoes.
I don't think anyone can doubt the importance of giving exceptional customer service, within an organisation and with external customers. Investing in customer service training will reward both your organisation and your employees; Your organisation will become more profitable and your employees will be happier whilst doing their jobs - everybody wins!!

"The difference between ordinary and extraordinary is that little extra"Author Unknown

InsideInside Information: A Silo-buster's GuideNEW! to Internal Customer Service
Most organisations recognise that exceptional service is vital to winning and retaining customers - but very few treat their internal customers with the same level of respect and support as they do their external customers.
Those that do are stronger, more effective and more productive. The performance of every individual within the organisation depends upon the performance of others and unfortunately a 'silo' mentality is all too common. Mistakes are seen as the fault of other groups, and problems as the responsibility of other departments.
 
This programme is suitable for all those who want to break down 'silos' in their organisations and build productive working relationships with people from different departments. It will teach you what internal customer service is and why it is important, how to communicate with internal customers and meet their needs, and ultimately how to work together with a sense of trust and shared purpose.
Key Training Points:
  • Develop closer, more efficient working relationships with those in other teams/departments, along with a sense of respect and unity.
  • Treat internal customers in the same way as external customers, giving them the best possible support and service.
  • Communicate effectively with internal customers and identify each other's expectations.
  • Work with colleagues to put the interests of the organisation - and the external customer - before the narrower interests of your own departments.
Duration: 20 MinInside Information
Support material included
Rental: $350.00
Purchase: $2000.00
Producer: Video Arts (U.K.)
In this Issue:
Top 5
 
  1. Who Moved My Cheese? (Change)
  2. New Business of Paradigms (Change/Strategic Planning)
  3. Managing Generation Y (Managing People)
  4. Assert Yourself (Communication)
  5. Handling the Baggage (Managing People)
 

 

PreviewOn-line Previews
When accessing on-line previews use the following:
Password: shaya 
To preview complete programmes for the following titles:

A Silo-buster's Guide to Internal Customer Service

Ultimate Customer Service DVD

Contact Kroon Training Services. 
Tel: (08) 9304 8214
 
 
 
 
 
 

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TATTake Away Training (TAT)
Take Away TrainingTAT is an outstanding learning library of professional development topics for staff and managers which consists of 117 titles. 
The DVDs can be used in various ways. They are  a fantastic library for employees to access at will, or as a resource for managers to develop specific skills in those with whom they are working. You may want to use them in group training as they are great discussion starters to encourage learners to reflect on a subject, expand their understanding and articulate their own strategies. 
Here are a couple of their customer service titles:
DifficultTAT: Handling the Difficult CustomerNEW!
In some workplaces, employees need to deal with really difficult customers or clients - often for lengthy periods of time. Psychologist Peter Quarry explains that we need to understand why they are being difficult and explore alternative ways to effectively deal with them. He considers:
  • Range of reasons why people are so difficult.
  • Understand the importance of the reasons.
  • Exploring alternate ways to manage.
  • Considering what service people provide.
  • Wrapping up the difficult customer interaction effectively.
Duration: 15 Mins
Support material included
Purchase: $295 +GST  (Multiple title discount available)
Producer: Ash Quarry Productions (Aust)
 
SpiritTAT: The Spirit of Service
What does research reveal are the behaviours customers love and what do they hate? This programme encourages people to evaluate the service they provide from the customer's point of view. Become passionate about the service you give, whether it is external or within your organisation.
 
Duration: 17 Mins
Purchase: $295 +GST  (Multiple title discount available)
Producer: Ash Quarry Productions (Aust)
 
Other TAT titles available on Customer Service
  • TAT: 10 Essential Reception Skills: Silver Series
  • TAT: Dealing with Abusive and Threatening Call: Silver Series
  • TAT: Handling Complaints
  • TAT: Dealing with Difficult People
  • TAT: Sales and Service Turn Offs: Silver Series
UltimateUltimate Customer Service DVDDVD
Training Point.Net have taken 12 great training programmes and placed them on one DVD with menus that allow you to play entire videos in a training session or access one or more of 68 clips taken from the twelve videos to highlight key training issues.

You can run full day sessions with the full length videos or 30 minute start of the morning customer service focussed sessions. The choice is ultimately yours. What we know is that this delivers countless hours of training for a fraction of the usual price.

How to Use the DVD:
  • Total training sessions - choose one of the twelve training videos and present half or more of a day on a single key topic.
  • Refresher Sessions - follow up your total training time investments with clips from the videos you have used to reinforce key habits.
  • Weekly meetings - with 68 clips to choose from, you can go a whole year using a clip a week and still not use them all up.
  • Coaching sessions - when you're working one-on-one with a member of the team, give them the DVD and direct them to certain clips or films to watch then at your next session use the viewing as a trigger for your work as their customer service skills coach.

 Support material included:

  • One DVD containing twelve full length training videos with menus allowing you to play each video or choose one of 68 clips from 8 key topic areas.
  • A CD-ROM with 12 Leader's Guides, one for each full length training programme, 14 expansion exercises developed specifically for The Ultimate Customer Service Training DVD, and 68 sets of discussion starting questions, one set for each video clip.
Purchase: $995 +GST
Producer: Training Point.Net

Various

About Us
Kroon Training Services have been supplying organisations throughout Western Australia for the past 9 years with Training Resources that include DVDs, E-Learning and Activity Manuals. We distribute for a number of suppliers, who have access to resources from around the world, which means Kroon Training Services can supply you with the best.
We hope that you have found this newsletter interesting and helpful. If you would like any additional information on the comprehensive range of titles that are available please contact us on (08) 9304 8214 or by emailing [email protected]
We look forward to assisting you with your training and development needs.
Yours sincerely,
 

Yvonne Kroon
Kroon Training Services