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Customer Service 101

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  • Creating Moments of Magic (Faculty: Shep Hyken) (Length: 34:54)
    • Course Highlights:Five key skills
      • Moments of truth, misery, and magic
      • The purpose of a business
      • The two types of customers
      • The danger of satisfied customers
    • Suggested Audience:
      • Customer Service
    • CEU Information:
      • This is a CEU Coruse
      • More information here.
    • This course will show you how to deliver excellent service to outside customers and internal customers. The subjects covered include: The two types of customers; The purpose of a business; Moments of truth, misery, and magic; Five key relationship building skills; The danger of satisfied customers; Five expectations; and Complaining customers.

1. The Moment Of Truth (13:28)

2. Five Ways To Build Stronger Relationships (06:50)

3. Satisfied Customers (02:53)

4. Expectations - What Customers Really Want (07:38)

5. Inside The Customer's Mind (04:05)

 

  • Creating the Ultimate Customer Experience - Part 1 (Faculty: Scott Deming) (Length: 48:10)
    • Course Highlights:
      • Emotional branding
      • What's your brand
      • What is an Experience
    • Suggested Audiences:
      • Marketing Professionals
      • Sales Professionals
    • This incredible program puts you in the audience at a large conference as Scott presents his widely sought-after keynote presentation: Creating the Ultimate Customer Experience. Then, after each segment, Scott moves into a studio and speaks directly to you, giving you valuable lessons and exercises to improve your service and your life.

1. What is Branding? (32:50)

2. What is an Experience? (15:20)

 

  • Creating the Ultimate Customer Experience - Part 2 (Faculty: Scott Deming) (Length: 39:57)
    • Course Highlights:
      • Creating the ultimate level of service
      • Changing your perspective
      • Delivering the impossible
      • The Lake Wobegon Effect
    •  Suggested Audiences:
      • Marketing Professionals
      • Sales Professionals
    • This incredible program puts you in the audience at a large conference as Scott presents his widely sought-after keynote presentation: Creating the Ultimate Customer Experience. Then, after each segment, Scott moves into a studio and speaks directly to you, giving you valuable lessons and exercises to improve your service and your life. 

      In this presentation, Scott uses anecdotes from his personal experiences with several companies. While these stories provide excellent illustrations for his messages, they may be isolated incidences and TTN does not necessarily endorse the opinions expressed by the author regarding the specific companies mentioned.

1. The Ultimate Customer Experience (12:46)

2. Change Your Perspective - The Secret to Life (27:11)

 

  • TTN Classic - Dealing With Difficult People (Faculty: Terry Paulson) (Length: 26:37)
    • Course Highlights:
      • Ground Rules for Handling Conflict
      • How to Make an Enemy
      • Bridge Building Strategies Worth Using
    • Suggested Audience:
      • All Employees
    • CEU Info:
      • This is a CEU course
      • More Information here.
    • In this age of partnerships, teams, and strategic alliances, you must be able to capitalize on disagreements and team diversity to produce winning results. You'll never win them all, but you can increase your influence batting average with the tough ten percent that now drive you crazy. Viewers will learn how to become problem-solvers instead of problem-evaders, and how to trade on-the-job polarization and revenge for bridge-building strategies that produce trust and results.

1.  Ground Rules For Handling Conflict (04:00)

2. How To Make An Enemy (05:16)

3. Bridge Building Strategies Worth Using (17:16)

 

  • The Stairs of Customer Loyalty (Faculty: Tony Alessandra) (Length: 28:17)
    • Course Highlights:
      • Exceed Expectations
      • Client-Focused Selling
    • Suggested Audiences:
      • Customer Service
      • Sales Professionals
    • The further up the stairs of customer loyalty you get, the more successful you become. The more money you make and the more pats on the back you get from your customers. Anybody in the business of getting and/or keeping customers will benefit from this program.
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