What's Your Pickle?

Bob Farrell is back!

...and this time he's on a fun-filled road trip in search of inspiring pickle stories from across the nation. With his infectious enthusiasm for customer service, Bob uses these stories to reinforce the Pickle Philosophy and help viewers understand that...

"If you look and you listen, your customers will tell you what your pickle is."

Learn more, preview and purchase the What's Your Pickle training video!

Who Cares

“Customer service just isn’t what it used to be.” That statement can’t be supported with statistics but not many people would argue it. The GOOD news is that organizations offering EXCELLENT customer service now have a greater competitive advantage than ever before!

*Who Cares Government Version also available!

Johnny the Bagger:
A True Story of Customer Service

Johnny the Bagger celebrates the incomparable power of customer service delivered from the heart. Based on the work of noted author and speaker, Barbara Glanz, this inspiring new program features the true story of "Johnny," a young man with Down syndrome who made a positive choice about his personal responsibility to provide from-the-heart service and changed the culture of an entire organization.

So Help Me

This video takes a fresh look at customer service by showing The direct connection between a supervisor's behavior and The way employees treat customers. When employees are listened to, respected, and encouraged, they will do The same for Their customers.

Supervisor Edition and Employee Edition Available

IT'S YOUR CALL: Remarkable Customer C.A.R.E. On The Phone

The simple answer is that great customer service professionals make a choice: Everyday, with every customer, on every call, They choose to do all They can to make Their customer's experience as positive as it can be. In other words, They care, and it isn't just that They want to care, it's that They know how to care. Somewhere along the line They learned that to deliver remarkable customer service, you have to choose to be Connected, Attentive, Responsible, and Enthusiastic (C.A.R.E.).

GIVE 'EM The PICKLE

We're all in The same business, The people business. It's not what we make or sell that's critical, it's how we take care of The people who buy it. Our job is to make customers happy. What's The best way to do that? By giving out "pickles." "Pickles" are those special or extra things you do to make people happy. It may be walking a customer to an item they're looking for rather than just pointing. Or maybe it's a handwritten "thank you" note in every order shipped. The trick is figuring out what your customers want, Then making sure They get it, that's The "Pickle!".  Just Give them the Pickle!

THE GUEST

This is The best selling customer service program in The world. "Treat your customers as you would treat a guest in your home." This simple and entertaining message has changed The way thousands of corporations look at Their customers. The Guest uses humor to remind employees that everything The need to learn about great customer service, They already know.

IF LOOKS COULD KILL

Who killed Charles Hapless? This is a murder mystery story with a difference. The famous Detective Inspector Nugget reveals The murderer by analyzing all The suspects' behavior. Was it Sister Cartledge, The grumpy nurse? Or Mr. Welt, The impatient shoe-shop manager? Perhaps Miss Fairstone, The helpful airline employee, did The dastardly deed. If Looks Could Kill proves that behavior is a powerful tool that can be used positively for The good of all - or negatively, like The proverbial blunt instrument, to enrage, wound, scare - or even kill!

AN INSIDE JOB

Everyone in an organization forms part of a 'customer-service chain', which leads from dealing with customers right through The business. In a hotel scenario, an investigator is called in to investigate mis-management, and identifies how people in departments, not dealing with customers, are actually letting external customer service down.

BUT I DON'T HAVE CUSTOMERS

Change The perceptions that outside customers are The only ones who matter. This video is ideal for employees who do not realize that others within The organization are in fact Their customers. Your employees will learn to provide The same level of service to internal customers as They would to paying clients.

THE DIFFICULT GUEST: Understanding and Serving Difficult Customers

Our hapless hero Ken Sperling takes off on a routine business trip, and we tag along for another ride on his often strange but always entertaining flights of imagination. From The baggage line to The hotel lobby, from The bank to The health clinic, we encounter some very difficult customers and some very creative customer service solutions.

GLAD I COULD HELP: Real Customer Service Situations for Discussion

Glad I Could Help illustrates to employees how to respond positively in difficult customer service situations. Employees will see The most common internal and external customer service situations, both over The phone and face-to-face. In each situation, employees will learn that by responding with a "glad I could help" attitude, customers will feel positive about The employee, The organization, and The way They have been treated-ultimately creating long-term customer loyalty.

QUALITY SERVICE IN THE PUBLIC SECTOR

Help public sector employees become real civil servants. Show public employees how to create satisfied customers at every encounter with this engaging video dream sequence that takes place in various government settings.

SERVICE HEROES

Reality learning. No actors, just real people who excel at service! Baptist Health Care ranked in The 10th percentile in customer satisfaction just a few years ago. Now They are ranked #1 in an independent survey of over 600 hospitals! BHC's incredible turnaround makes for one of The greatest customer service stories ever told. At #10 on Fortune's best workplaces list, They figured out how to be one of The most effective service providers anywhere, any industry. Their main secret is really just common sense: everybody can make a difference and is expected to do so. Watch how They did it and apply Their lessons to your own organization!

SIX STEPS TO GREATNESS

Six Steps to Greatness is specifically aimed at managers and others responsible for achieving service goals. Baptist Health Care achieved a turnaround – from The lower 10th percentile to #1 in customer satisfaction. This program explains 6 of Their key strategies. These are credible, battle-tested solutions aimed at fueling service improvement in any organization from a Fortune 100 company or a large government agency to a small non-profit.

SMILE!

A new training program for motivation and customer service professionals. Reggie Wilson drives a bus. It's a thankless job filled with stress, time pressures and difficult customers. So, why does he love it? And why would busy people actually wait for him to serve them? Because Reggie makes his customers smile! Join Reggie on The #27 and watch as he transforms a dreary bus ride into an experience his customers look forward to. It's a ride you'll never forget!

YOU'VE GOT CUSTOMERS

You've Got Customers! follows the trials of a young customer service provider in his first job. There he receives an education from a most unlikely team of teachers—a bowling team. From them, he learns six key good customer service techniques which could be used in any business, anywhere.