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The Customer Service Toolkit

Here are 72 situation-specific, high-quality video clips you can use to tailor your customer-service training in areas such as attitude, communication, problem solving, service recovery, supervising a customer-service department, and internal customer service.

  • Covers 6 service topic areas
  • Uses video to model behaviors
  • Allows you to create custom training courses
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Developed and produced in-house by CRM Learning, this title is among the industry's best--reflecting our tradition of excellence and effectiveness. All CRM Learning discounts apply.

Download sample training guide
Includes sample pages from the leader's guide and participant materials.

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Customer Service Toolkit

CRM Produced

Run time: 75 Minutes total running time

This video clip library has enough variety to help you build customer service training courses unique to every type of trainee --over 20 different workplace settings are depicted. You'll be able to create highly relevant courses for new-hires and develop refresher courses for seasoned staff.

The Toolkit contains multiple video clips in these topic areas:
  • Attitude
  • Communication
  • Problem Solving
  • Service Recovery
  • Supervising a Customer Service Department
  • Internal Customer Service

Plus, you will have a variety of video clips in each of these service categories: face-to-face (including field) customer service, telephone service, business-to-business, business-to-consumer, and employee-to-employee/internal customer service.

Each clip is provided in two formats:
  • With narration and onscreen graphics to set up the scene
  • Without any set-up narration and graphics.

The accompanying Leader's Guide gives context to each clip, suggests where and how to use the clips and explains how to combine clips for maximum impact. Discussion starter questions and activity suggestions are also included.


  • Chaptered video clips on: 1 DVD (for easy playback) and 2 CD-ROMs (for importing clips into PowerPoint presentations), each with introductory narration and without
  • Leader's Guide PDF on CD-ROM

Toolkit Terms and Conditions Usage and FAQs (opens a new window)

Instructions for importing video clips into PowerPoint:
Written Directions PDF
Video Tutorial (PowerPoint 2003) 1 Min. Flash Player Video (opens a new window)
Video Tutorial (Powerpoint 2007/2010) 1 Min. Flash Player Video (opens a new window)


Results from using Customer Service Toolkit:

"We needed a highly customized and flexible program that would stimulate all the senses and relate to all different types of 'service providers' within our bank. That's where the Customer Service Toolkit came into play. By leading off with visual examples of customer service in action, we were able to devise additional experiential activities that helped us meet our objectives. Due to the prolific number of vignettes and the short time in which these vignettes demonstrated key points, we were able to successfully create a program that is unique and meaningful to the culture of our organization."
-Christina Cavazos,
-Education &Development Director
-Vineyard Bank

"I have used other CRM Learning products in the past, and I've always been satisfied with the content and the production quality. I've reviewed the clips and I think they will be good examples to use during our customer service trainings. The key points, discussion questions, and back-at-your-desk portions of the Leader's Guide are very clear and will definitely help me facilitate discussion."
-Karen Mooney,
-George Mason University

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