Thanks--everyone for your responses. Unfortunately, we do not have a budget to purchase videos for this group. I am thinking about incorporating some type of team building activity --to illustrate that quality customer service is a team effort since our departments rely heavily on each other. Any suggestions in regards to this approach are appreciated!

CCE -- that's exactly why I was suggesting some brainstorming and gave you a hint to get you started. Sure, some might have a budget to invest in pre-packaged generic stuff, but everyone has customer service stories. There's stuff right under your nose that could easily fill an hour.

CCE,
Once again, I agree with LauraL. Let that be the foundation for teambuilding...."how would YOU handle this situation?" (using a sit that a collegaue lays out: "here's what happened to me one day....")

Here is another idea to camp onto that. Voice record your CS calls...wiretap them. You probably already have that in place and probably already "warn" both CS Reps and Customers that "this call may be recorded for customer service training."

So- actually USE that tool. Record them, listen to them and then use these calls (with no names attached; takes the WHO out of it) for debriefing purposes. Great way to break the ice and make your training very pertinent to your business. All kinds of neat things you can do here.

I have done this with a couple of companies. Powerful and rewarding.

sf,
Boom

Hiya
Why not split into small groups and ask them to think of superior and poor customer service examples as RECIPIENTS - from shops, offices, call centres etc. Get them to think about how they felt at the time, and how they feel now (extreme ends of service produces strong feelings that are remembered). You may even want them to 'role play' the situations back to the rest of the group and have a prize for the most creative presentation.

Then get them to think of their own roles - what distinguishes superior performance from very good performance in their own jobs.
Hope that helps
Happy Days!
Bryan

Sigh... so much for making this an active learning opportunity for the designer who asked the question... I can't speak for Boom, but I believe both Boom and I were trying to guide the OP in that direction without spoon-feeding the answer.