| Greetings!
The Christmas season is just about here, so I would like to take this opportunity to wish you all a very Merry Christmas and a Happy, Safe and Prosperous New Year! I look forward to working with you in 2011.
In this newsletter we have focused on the essential topic of Customer Service. You will find titles available starring Dawn French, Rick Stein and Bob Farrell. Included as well is the updated version of the bestselling "The Guest".
There has been movement in the Top 5, with Bread: Business Secrets of the Beechworth Bakery moving into the 4th spot. If you haven't seen this dynamic and powerful programme, give us a call and we are happy to get a preview copy to you.
Take a look at our Business Books Section, which includes a beautifully put together book "Inspiration 365 Days a Year" - a great Christmas Gift!
Enjoy the newsletter. If you have any queries please let us know.
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 Demanding Customers
 This entertaining and amusing programme featuring Dawn French, James Fleet and Robert Daws demonstrates the techniques for making demanding customers satisfied.
Four realistic scenarios draw on the everyday experiences of front-line staff and the different characters they face up to: Mr Snappy, Mrs Picky, Mr Yappy and Ms Flash.
This easy-to-follow programme shows how easy it is to enrage and frustrate these demanding customers. However, when the staff adopt the PERFECT technique - being Polite, Efficient, Respectful, Friendly, Enthusiastic, Cheerful and Tactful - they manage to successfully change the outcome.
The effective mnemonic, ideal for role-play, makes these simple but effective lessons highly memorable. It is easy to adopt and put into practice at all levels across any organisation that deals with customers and effectively integrates with and supports any customer care course.
Key Outcomes:
- Teaches key customer care skills
- Will give all types of customer-facing staff the rules for achieving customer satisfaction - even when handling the most demanding people
Comprehensive support material included
Duration: 25 minutes
Producer: Video Arts
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It's Personal - for the Customer and for you
As consumers ourselves, we all know how important customer service is. Despite this we can find it hard to provide consistently good service in our own jobs.
Rick Stein and his team demonstrate the skills and attitudes that underpin their reputation for great customer service - face-to-face, in the restaurants, hotels, shops, and on the phone.
It's Personal's main message is that having the right approach is not only good for the customer - it's good for you. A motivational video for anyone in contact with customers.
Key Learning Points:
- Having the right attitude
- Knowing your business
- Communicating positively
- Taking responsibility
- Learning from experience
Comprehensive support material included
Duration: 20 minutes
Producer: Supernova Learning Solutions
Preview a Clip Online
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Give 'Em The Pickle
Your business is not what you sell, it's who you serve. So...Give 'em the PICKLE!
PICKLES are those special or extra things you do to make people happy. It's a hand written thank you note with every order shipped. It's walking the customer to the item they're looking for rather than pointing... or maybe it's simply calling them by name. The trick is figuring out what your customers want and then making sure they get it. That's the message behind Give 'em the PICKLE!
Highly entertaining and motivational, the Give 'em the PICKLE! training video will inspire management and employees to do the most important thing they can do in business...take care of the customer.
Key Learning Points:
- Service: Make serving others your #1 Priority
- Attitude: Choose your Attitude
- Consistency: Set high standards and stick to them
- Teamwork: Look for ways to make each other look good
Comprehensive support material included
Duration: 18 minutes
Producer: Media Partners
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The Guest: Second Edition
 Treat your customer like a Guest in your home.
That's the message behind this hilarious new version of the classic bestseller. We all know how to take care of a guest in our home: we welcome them, we take care of their needs, we thank them for coming and we invite them back. A guest at work is no different. It's that simple and that important.
The fortunes of any business rise and fall based upon the level of service it delivers to its customers. No matter how large or complex an organisation may be, great service usually comes down to one employee, serving one guest, one day at a time.
This brand new training comedy will forever change the way your employees view their customers, their guests, by reminding them that everything we need to learn about delivering great customer service, they already know.
When you purchase this programme the original award-winning video is included as well.
Comprehensive support material included
Duration: 14 Minutes
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About Us
Kroon Training Services have been supplying organisations throughout Western Australia for the past 10 years with Training Resources that include DVDs, E-Learning, Activity Manuals and Business Books. 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 trainingtools@bigpond.com
We look forward to assisting you with your training and development needs.
Yours sincerely,
Yvonne Kroon
Kroon Training Services |
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Top 5
- New Business of Paradigms (Change/Strategic Planning)
- Assert Yourself (Communication)
- Who Moved My Cheese? (Change)
- Bread: Business Secrets of the Beechworth Bakery (Leadership/Customer Service)
- The Leadership/ Management Mix
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#1 Bestseller - The New Business of Paradigms
One of the all-time best selling training programmes - if you haven't seen it .... you should! |
Latest Brochure
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Business Books
Good Service is Good Business
With Catherine DeVrye's seven simple S.E.R.V.I.C.E strategies you can turn your organisation into a service leader.
Using best practice examples from Australia and around the world, this practical self-help book will reveal the strategies of service success for you and your organisation.
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Inspiration 365 Days a Year
Start each day with a motivating thought from Zig Ziglar himself. If you love quotes, you will love this book and the short inspirational DVD movie.
Give this book to every member of your team, with the free DVD!
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