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Why “Choose Your Attitude” is a Key Component of The FiSH! Philosophy

April 11th, 2016

CRM LearningImagine a workplace that is dedicated to enthusiasm, passion, excitement and great attitudes. The Pike Place Fish Market is just that! Positivity is a trait that radiates throughout the workplace and shines through employees, due in a large part to what they call their FiSH! Philosophy–one tenet of which is to “Choose Your Attitude”.  Choosing to have a positive attitude not only impacts the degree to which we will be happy doing what we’re doing, it also impacts the way co-workers and customers see and respond to us.

Can someone really “choose” their attitude?  The answer is yes, absolutely! Think of it like this: You’ve overslept… rushed out of the house… hit traffic on the way to work…and are now having trouble finding a parking spot. Rather than focusing on your predicament, you can shift your perspective to a positive one. If the store is so busy with customers that fewer parking sports are available, then the company is doing well and THAT means job security for you! Overcoming negative thoughts and shifting your perspective is what choosing your attitude is all about.

Think of the impact your attitude can have over another person. If you walk into a friend’s party and act aloof and guarded, the effect in the room is palpable–you transform the very essence of the party by flooding the room with negativity. Instead, you can choose your attitude, mingle a little, show that you are happy to be there, and make the experience a memorable one for your friends.

Can the FiSH Philosophy Help Any Organization Change Employees’ Perspective?

The “FiSH! Philosophy” (presented in the FiSH training video) has a proven track record of improving morale and inspiring employees in all types of industries to make the best of all situations simply by “choosing their attitude.” Through the example of people who’ve turned the job of selling smelly fish into a world-renowned customer service success story, viewers are encouraged to ask”  if they can do it, why can’t we?

Customer engagement and making a good impression build customer loyalty and a ensure a positive review of the business. Customers will always remember the way you make them feel, and the employees at Pike Place are always cognizant of this.

The FiSH! Video comes with a DVD, Leader’s Guide, sample Participant Workbook and more. Instill your employees with the fundamentals of the FiSH! Philosophy today, and see a more positive, encouraging workplace tomorrow.

How Customer Service Skills Training With Video Can Improve Customer Retention and Brand Loyalty

March 30th, 2016

hotel clerkCustomer service skills are invaluable in today’s workplace.  Organizations that hope to maximize customer retention and build brand loyalty are wise to train employees on everything from the basics of representing the company in a positive, professional manner to service recovery and handling irate customers.

Customer Service training videos can improve and strengthen your employees’ customer service skills while helping to ensure that customer satisfaction is addressed both with external and internal customers.  Here are 4 specific ways.

See it through their eyes.

In customer service training, it is critical for trainees to see a situation from the viewpoint of the customer. Remember Me provides this type of customer service training experience by showing the thoughtless ways one customer is treated by companies and suppliers he thought wanted his business. The video reveals that even though this customer doesn’t complain…he wins in the end because he tells others of his bad experiences. It reminds employees of the consequences of bad customer service and the benefits of leaving people with a positive impression of the company.

Be ready for anything.

Customer service is a broad training topic with many sub-categories and skillsbased solutions.  The Customer Service Toolkit provides 72 situation-specific video examples that organizations in any type of industry can use to create targeted training sessions. Covering 6 customer service training topic areas (Attitude, Communication, Problem Solving, Service Recovery, Supervising a Customer Service Department and Internal Customer Service) these short videos and video clips will assist you in addressing all of your customer service training needs.

Understand how to attract and keep customers.

The Employee’s Guide to Customer Loyalty is a complete competency-building course on the topic of customer loyalty. Containing several of CRM Learning’s most powerful customer satisfaction videos, along with helpful companion materials, this course takes groups (and/or individual learners) on a journey of the skills and attitudes required to ensure customer satisfaction and loyalty: (1)  Understand that satisfying customers time after time is the key to building customer loyalty. (2) Recognize the value of customers who do business with you and show your appreciation. (3) Handle upset customers in a productive, professional manner–do what you can to keep them from taking their business elsewhere.

Teach employees to work together.

Lastly, remember that internal customer service training is equally as beneficial as external training. Teaching employees to see their co-workers as “internal customers” builds a more cohesive unit with individuals working towards the same common goals. We’re on the Same Team, Remember? uses a compelling story to illustrate the importance of team communication, accountability and collaboration. It shows that when employees are responsible and accountable to one another, and when they commit together to satisfying external customers, the organization is more successful overall.

Customer service training videos can generally be purchased on DVD or Flash Drive, with corresponding workshop materials, for use in the classroom.  Or, they can be delivered online to the classroom or to individual workstations (for self-paced learning).  Video-based training offers great flexibility while also ensuring that all trainees see the same examples.  It is a terrific way to meet customer service training requirements and increase customer loyalty.


10 Important Management Training Topics to Improve Efficiency and Productivity in the Workplace

March 9th, 2016

Maggie_Chr_Alison_Step1Management and supervisory skills are essential in the workplace. There are many ways to improve effectiveness in this field. CRM Learning is proud to offer outstanding videos that cover key management and supervisory skills and competencies, including: what it means to be a respectful supervisor, how to interview, review performance and terminate, and how to make sure you are the kind of boss people want to work for.

The 10 management training topics below are guaranteed to help improve morale, efficiency and productivity in the workplace.

Building Trust and Respect

Gaining the trust and respect of team members is crucial. The stronger the trust foundation you have, the more successful your management strategies will be. L.E.A.D. with Integrity and Leadership: What’s Trust Got to Do with It? are two training videos that teach specific things managers can do to build trust and respect.


Coaching is a proven tool for maximizing employee satisfaction and productivity. With the proper training, managers and supervisors see that coaching is all about taking an active role in employee performance, including recognizing what employees are doing well and addressing situations where an employee is falling short. The Practical Coach and Coaching and Counseling provide excellent information in this area.  

Communication Skills

When it comes to managerial success, the importance of communication can not be overstated. Managers must communicate regularly with employees, know how to give feedback constuctively and be able to listen effectively.  It’s also helpful to have communication skills that enable you to inspire and motivate others.  The video Communication Counts shows managers how to circumvent common communication blunders. Tell Me a Story shows how storytelling takes communication to a level where leaders are better able to connect with and energize employees.

Employee Retention

Employee retention is a reflection on management. Every employer wishes for a high employee retention rate, but even those with the best of intentions can unwittingly drive away good employees. Many factors come into play when it comes to engaging employees and making them feel valued; CRM Learning’s video The Respectful Supervisor: Motivating and Retaining Employees covers 5 of the most important.  Keeping the Good Ones is another excellent video on the topic.

Interviewing and Hiring

Interviewing and hiring is equally  difficult for both parties involved. In a management position, you are often faced with many great candidates, having to make decisions that are best for your company. Capability, commitment and chemistry and three important factors in the hiring process. The Three Dimensional Interview training video teaches management what to look for when interviewing potential employees.

Managing Meetings

Meetings are a useful method for gathering employee input and addressing topics that affect the entire team. But in order to be effective, meetings have to be well run.  The Invisible Meeting demonstrates how to stay on track and maintain productivity in meetings even when some or all of the team members are “attending” virtually.

Motivating and Encouraging Employees

Worker productivity and job satisfaction rise when people know their work makes a difference. Would I Inspire Me? gives leaders practical ways to motivate others and make employees’ work life more rewarding.  Included among the desired managerial behaviors are communicating the “why” behind what you are asking people to do and providing meaningful rewards and recognition when a job is done well.

Performance Improvement Appraisals

Discussing performance issues can be difficult for a manager. But, with the proper training, managers learn that there are positive ways to approach these discussions, even when the employee’s performance is not where it needs to be.  Keeping performance discussions positive and making employees responsible for improving their performance will produce the best results.  Positive Discipline demonstrates a highly effective 5-step process.

Project Planning and Delegating

Ensuring that all the work that needs to get done actually gets done is a big part of the manager’s job.  Managers need to know when and how to delegate, and be willing to hold people accountable for doing what they say they will do.  After All You’re the Supervisor shows how one new supervisor learns the importance of planning and delegating.

If you want to improve your management and train your employees effectively, CRM Learning has everything you need. Check out all of our topics for management and supervision.

3 Reasons CRM Learning Provides the Best Customer Service Training Videos on the Market

March 2nd, 2016
Customer Service Video

Providing excellent customer service is first and foremost for any business. The customer service training you provide, and the abilities your staff demonstrates day in and day out, are a reflection of your company. Training your employees in the art of customer service is critical and will help tremendously in the long run.  Customer service videos are– and have always been– a highly effective way to conduct this type of training.

Here are 3 Reasons CRM Learning Provides the Best Customer Service Training Videos:


CRM Learning has a 40+ year track record of success in this topic area! Our video,  Remember Me?  (originally released in 1983– now in its 3rd edition) was one of the first training videos ever  to capture what it feels like to be a loyal customer receiving bad service from a company you thought cared about you.  The most poignant part of the video is that it shows how customers often do not complain…but they do win in the end because they take their business elsewhere.   Our ground-breaking video, It’s a Dog’s World, provides the same message in a healthcare-specific environment.  Over the years, the success stories we’ve heard from customers who’ve trained with Remember Me and It’s a Dog’s World have compelled us to remain passionate about providing customer service training videos that are emotionally engaging, memorable and effective.    In addition to our own productions, we carry top-selling customer service videos from numerous other producers.

In-depth Topic Coverage

We get that customer service is a very broad topic. There are many competencies and skills that fall under the “customer service” umbrella.  Besides offering videos that make employees aware of the importance of satisfying customers, we offer videos that teach specific skills, like: solving customer problems, listening to the customer, making sure you maintain a positive attitude when serving customers, dealing with difficult customers, dealing with disappointed or angry customers,  communicating with diverse customers, and so on.

Product Knowledge

We know our stuff and we know that every organization has different needs when it comes to video training.  Because of that, we make sure we have offerings for all types of industries, different levels of service provider, and different video styles.  Working within your designated budget and delivery methods, we will find you the video best suited to the goals you are trying to accomplish.

Experience, Topic Coverage and Product Knowledge are three reasons CRM Learning provides the best customer service training videos on the market. Get started and find out how these videos can improve your company internally and externally.

3 Customer Service Videos that Help Improve Relationships with Customers

February 24th, 2016

When you run a business, getting (and keeping customers) is your number one priority. The relationships that you have with customers must be positive and mutually beneficial. Ensuring that your team has the skills necessary to build and maintain these types of customer relationships will increase the likelihood that customers keep coming back. Customer service videos are an effective way to build these skills. There are plenty of customer service videos available today–here are three that are sure to strengthen your team and maximize your relationships with customers.


3 Customer Service Videos that Will Improve Your Customer Relationships

The Customer Service Toolkit: This versatile video content library features dozens of short video clips on a variety of topics relevant to customer relations, including: attitude, problem solving, communication, service recovery, internal customer service, and managing a customer service department. You’ll find material to help you build a high performing customer support team while also developing the skill sets of individual front-line service providers.

WAYMISH: WAYMISH is an acronym for something many customers feel on a regular basis: Why Are You Making It So Hard… for me to give you my money?” This engaging video educates viewers on the most common mistakes that lead to customer frustration and lost sales. Employees learn what mistakes to avoid, how to develop skills that keep customers satisfied, and how to recover if a problem occurs. They are reminded to collaborate with co-workers when needed to find solutions to a customer’s problem. In a separate Supervisor Show segment, supervisors learn to set the right tone and to avoid setting policies that drive customers away.

Remember Me: It’s not always easy to see things from someone else’s point of view. Now in its 3rd edition, the classic video Remember Me tries to bridge this gap by showing what poor service looks like through the eyes of a beleaguered customer. In just 10 minutes, the video reveals that customers can forgive mistakes but not bad attitudes, that they’ll let others know about negative experiences, and that they’ll take their business elsewhere if not treated well. Employees are reminded that they let the customer, their team, and the entire organization down when they fail to deliver good service.  

Customer service videos are an ideal way to train your staff on what it takes to be a good customer service team player and how to keep customers satisfied. These three examples are just a few of many highly effective training resources available through CRM Learning. Take a look through our Customer Service/Sales topic section to find more great choices.

Recommended Training Resource
We’re on the Same Team, Remember?  This video is a great discussion starter when kicking off a customer retention initiative. It shows how numerous people in different departments disappoint a long-time customer…to the point where the customer ultimately cancels a large order and goes to a competitor.

5 Reasons Our Seattle Fish Market Training Videos Will Improve Your Employees’ Performance on the Job

February 16th, 2016

Ever wish your workplace had the type of energy and fun you can find in the famous Seattle Fish Market? It can! Our Pike Place Fish Market training videos are carefully crafted to help your employees find a sense of fun in their work, and as a result provide your customers with the level of service they deserve. Here’s how:

5 Ways Our Seattle Fish Market Training Videos Improve Employee Performance


  1. FiSH Training Improves Employee Attitudes: Workers at the Pike Place Fish Market choose to bring their best each day. Training your employees with FiSH philosophy videos encourages them to  adopt a positive attitude and focus on creating an upbeat environment where customers and co-workers feel valued.
  2. FiSH Training Encourages Employees to Put Customers First: One of the guiding principles of Seattle’s Pike Place Fish Market is the idea of brightening each customer’s day. Employees who experience FiSH training learn the value of going out of their way to make sure their customers leave feeling better than they arrived. This positive atmosphere reflects back on employees, creating a great working environment for everyone involved.
  3. FiSH Training Helps Employees Stay Present: A great workplace is full of employees who are there emotionally as well as physically. Our  FiSH training videos show employees how to stay in the moment, which allows them to connect with others and have more fun. The results are an enthusiastic and positive service team that views customers as individuals, not just tasks.
  4. FiSH Training Encourages Play: Employees are most productive when they are having a good time. Training with principles from the Pike Place Fish Market enables employees to have a bit of fun at work, inspiring creativity and reinforcing a positive atmosphere. Customers who sense that employees are having a good time working with them are much more likely to have a positive view of the establishment.
  5. FiSH Training Creates Enthusiasm: The culture of positivity, fun, and connection created by Seattle’s Pike Place Fish Market creates enthusiasm for both employees and customers. Employees arrive ready to work and to create positive experiences for themselves and the customers they serve. Customers keep coming back because they know they’ll have a great time.

Used for decades around the world, the FiSH training videos have a track record of improving employee morale, customer satisfaction and organizational results.

Recommended Training Resources
Don’t miss the program that started a training phenomenon…FiSH!. In 18 minutes, the video explains the tenants that make Seattle’s Pike Place Fish Market such a fun and unique place to be, and shows your employees how to recreate this atmosphere in their own work.

How to Find the Best Sexual Harassment Videos to Help Educate Your Employees on Workplace Harassment

February 8th, 2016
Communication 4 - Office

Sexual harassment training is an integral part of maintaining a healthy and productive workplace. This area of workplace training doesn’t have to be a long or arduous process: with the right sexual harassment videos, employees engage with and retain this important information. Taking the time to find and choose high quality workplace harassment training videos ensures your employees have a positive training experience.

How to Find the Best Sexual Harassment Videos

Finding the best sexual harassment videos to train your employees is easier than ever thanks to the internet. Use a search engine to find a variety of businesses that provide this type of training. Then, use the following criteria to make sure the videos you choose are right for your employees:

  1. Is the video relevant to my workplace? Every workplace is different, and therefore experiences different harassment issues. Before choosing a video, determine what problems and behaviors it specifically addresses. Read the written description and watch any previews included on its webpage to learn more.
  2. Does the video provide clear strategies for success? Sexual harassment is a delicate topic in many workplaces, making it difficult to find videos that lead to real results. The best videos provide direct and honest solutions to real workplace problems.
  3. Are there any other materials included in the package? Workbooks, leader’s guides, and other learning aides can help make sure your employees retain the information covered in a given video. Buying these materials in a package with sexual harassment videos is often the most efficient choice.
  4. Is this video well reviewed? What do other businesses have to say about a given video? Look for testimonials from other business owners or employees. Generally, if a certain course is well received by other businesses, it’s a good sign that your own workplace can benefit from what it has to say.
  5. What are the best selling videos in this category? If you’re not yet convinced that a given video is right for you, compare with other best selling videos in the workplace harassment training category. This provides a clearer idea of what types of videos other businesses value.

The best sexual harassment videos equip employees with the information they need to maintain healthy workplace relationships. Choose your video carefully and you’ll be pleased with the results.
Recommended Training Resource: Let’s Get Honest/He Said She Said is a two-video set that takes a thoughtful look at the problem of sexual harassment in the workplace and provides solutions to common scenarios.

5 Concepts Covered in Harassment Videos That Improve All Workplace Interactions

January 27th, 2016

Organizations can only run at their best when employees commit to relating to one another in respectful and productive ways. Training with harassment videos can be an effective way to help employees avoid behaviors that get in the way of healthy workplace interactions while reinforcing behaviors and attitudes that lead to positive workplace relationships.

5 Concepts Covered in Harassment Videos that Improve All Types of Workplace Interactions


  1. Inclusion: A workplace can thrive only when all employees are encouraged to contribute their skills and knowledge.  Commonly covered in videos that focus on harassment and discrimination prevention, inclusion is about creating a sense of “belonging” among all team members so that people feel valued.  While it’s human nature to gravitate toward people who are like us, or with whom we have a lot in common, when we do that, we tend to ignore or exclude those outside our comfort zone.  Being more inclusive means welcoming different perspectives and experiences and working to include those who are reluctant to participate, or who may have been overlooked in the past.
  2. Respect: To many people, respect can be an abstract concept. Harassment training videos strive to depict specific behaviors known to make feel people either respected, or disrespected. Trainees are reminded to avoid clearly discriminatory or illegal behaviors while also learning about other types of behavior that can be equally destructive to a fellow employee’s well-being and productivity.  Respectful behaviors taught in harassment training videos include things like:  not being a “bully”, letting go of the belief that you are always right, building people up instead of tearing them down, and working through disagreements instead of holding a grudge.
  3. Communication: In addition to increasing employee awareness about what constitutes “harassment” in the workplace, harassment videos often focus on maintaining a respectful climate through the use of positive communication.  In this way, harassment videos not only lessen the number of disrespectful exchanges that occur, they also show people what to do when problems surface.  Most of the time, the right kind of dialogue can turn moments of tension into learning opportunities where gain an understanding of one another and find more effective ways to work together.
  4. Personal Responsibility:  The notion that every employee plays a part in building and maintaining a respectful, harassment-free workplace is a key component of any harassment video training.  Participants come to clearly understand that, if the video depicts something they themselves have done, they need to stop doing it immediately.  Similarly, if the video reveals something they’ve witnessed or experienced first-hand, they need to speak up (see #5 below). Harassment training drives home the point that the “golden rule” still applies at work—every day, in all circumstances, we must choose to treat others as we, ourselves, want to be treated.
  5. Reporting: The reporting of inappropriate behaviors is an important tool in eliminating them, but many employees are reluctant to call attention to negative interactions. Harassment training videos reinforce the importance of reporting while training employees on when, how, and to whom they should report problematic behavior.

Far beyond simply fulfilling a government-mandate for training, harassment videos allow you to cover a wide array of important topics in an engaging and effective manner. When you ensure your employees have harassment training that includes the five concepts featured in this article, you’ll be on your way to a building an environment where workplace relationships are generally positive and everyone feels safe, valued and able to contribute.

Recommended Training Resource: The Respectful Workplace: It Starts with You brings the abstract concept of “respect” down to earth by outlining common behaviors that erode respect and suggesting behaviors that promote respect instead.

5 Reasons to Invest in Customer Service Training Videos to Improve Retention and Maximize Revenue

January 20th, 2016
Impressions Count image

No matter what you sell or what service you provide, customer service is a key aspect of retaining customers and maximizing revenue. A well-trained sales team is crucial to providing a high quality customer service experience. Customer service training videos are an ideal way to train your customer service team and help your business reach its goals: here’s why.

5 Reasons to Invest in Customer Service Training Videos

  1. Training Videos Expose Your Staff to a Wide Variety of Situations: Your customer service team will undoubtedly encounter a wide array of personalities and situations while on the job. Customer service videos equip your staff to anticipate and navigate situations you or your training team might not immediately think of. Once trained, your staff will be more able to address problems and interact with your customers in a positive way, which can have a dramatic impact on retention.
  2. Customer Service Videos Boost Staff Morale: Interesting, engaging, and informative training videos leave your staff energized and eager to work. Your customers will see this enthusiasm and respond to it, making them more likely to buy from you than your competitors.
  3. Training Videos Provide Your Customer Service Team with a Uniform Experience: Providing customer service training in person naturally leads to a variance in the types of information received. When the entirety of your team sees the same video, however, you know they are receiving the same training. You’ll know that they’ll respond to certain situations in a predictable way that truly reflects your organization’s culture.
  4. Customer Service Training Videos Focus on Your Team’s Needs: No two customer service teams are alike. There will be strengths and weaknesses in your team that differ from your competition. Using videos to train your team allows you to focus on areas you may not be performing as well in, reducing mistakes that may prompt customers to look elsewhere next time.
  5. Training Videos Help Maximize Revenue: Every business has “good” customer service: to stand out, you need to go above and beyond. Video training exposes your team (and you) to ideas that will make a huge impact in your customer’s happiness and, by extension, your ability to retain business. As a result, your revenue will only grow.

Customer service training videos are an efficient and effective way to create a customer service team that is well-equipped to address the needs of today’s customers. When your customers are happy, your ability to maximize your revenue will follow.
Recommended Training Resource: The Employee’s Guide to Customer Loyalty trains workers to view creating a base of loyal customers as a vital job goal and teaches the most important skills for making every new customer want to come back for more.


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