Five Values of Great Customer Service

Key Features

The 5 Values of GREAT Customer Service comes with a comprehensive Facilitator's Guide which includes handouts. When you license the program, the producer grants you permission to make as many copies of these printed handouts as you need for your organization.

Available in English and Spanish versions.

A values-based approach to serving diverse populations.
Winner American Corporate Video & Cindy Awards

Customer service interactions can be complex under the best of conditions. Add issues of language, race, gender, religion, age or disability into the mix, and we often find otherwise competent employees acting in ways ranging from mildly inappropriate to inexcusably rude.

Now available in DVD and VHS formats!

Click here to view an online preview and the support materials for this program.

The customer demographics for most organizations are changing in such a way as to increase the diversity of the populations we serve. This makes it imperative that we improve our customer service training so as to prepare employees to meet the challenges this diversity can present.   Simple platitudes about the customer being "number one" or providing "first class service" are not enough. We must work on the values and skills employees need to meet or exceed the expectations of ALL their customers.

The 5 Values of GREAT Customer Service presents a values-based training approach to meeting this challenge. The video component, when taken together with the exercises and activities in the facilitation guide, offers a comprehensive approach to developing customer service relationships built on a foundation of respect.

Program Objectives:

By viewing the video program and working through the support materials, participants will...

• Better understand how to provide ALL customers with GREAT service
• Be aware that how customers perceive the service we offer and how we perceive the needs of our customers may depend on their (and our own) personal and cultural perspectives
• Develop a values-based approach to customer service
• Become familiar with the G R E A T acronym and know how to apply it to our relations with our customers

Program Contents:

The 5 Values of GREAT Customer Service opens with a series of 5 dramatizations.  Each of these underscores one of the values we will explore.

Show Respect - Every customer is your most important customer
Personalize - Avoid preconceived notions and stereotypes
Pay Attention - Assess how customers want to be served and adjust
Show You Care - Present a positive, supportive attitude
Advocate - Stay on your customer's side

A diverse group of customers share their personal experiences and feelings to help bring the impact of the 5 Values to life.

The program then explores how we can integrate the 5 Values into our daily work. To do this, we introduce the G R E A T acronym. This stands for ...

Greet all customers & make them feel comfortable
Respect cultural & other personal differences
Evaluate how your customers want to be served
Adjust your approach to match your customer's needs
Thank your customers for their business.

Quantity discount pricing available. Contact us for discount information.

DVD versions now available. If you already own the VHS version of this program, another copy in DVD is only $100! Also, if you purchase a VHS and a DVD version of this program at the same time, the DVD version will only be $100 (rather than the usual $625 price). Contact us at 1-800-488-0319 for information about these DVD special offers.

Streaming Learning Fee Schedule 

Streamed Learning - Fee Schedule
These fees apply to any QMR programs presented over the Internet from our server
(using QMR’s Learning Management System) or over your internal network from your server.

Prices are on a per-person, per-program basis.

Pricing Schedule:
1-1000 $6 per person*
$4995 maximum charge
1001-3000 $5 per person
More than 3000 contact RCTM
*Minimum order amount for any one program is $395 

When streaming programs over the Internet via our server:
Pricing includes use of QMR's Learning Management System (LMS) for:

• post-training test (customized tests are also available)
• online reporting of test results
• online reporting of training activity (viewing dates, etc.)
• "Completion of Training" certificate

When presenting programs over your network via your server:
Programs can be supplied to you in any video or digital format and may be
distributed over mass distribution channels providing measures are taken by the
licensee to ensure protection of QMR's copyright and to avoid illegal duplication
or piracy.

Each program includes a Facilitator's Guide and Handouts; most also have Microsoft
PowerPoint presentations. You will receive electronic copies of all support materials.

QMR programs are best viewed over a broadband connection (DSL or better).