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No More Customer Friction


This book proves that WOWING the customer is NOT the way to raise your customer scores. Ross Shafer has developed a system whereby companies achieve higher scores (and sustained loyalty) by eliminating transactional POW MOMENTS. In this book, leaders and front liners will see exactly what they need to do – and how to behave – to retain customers for life. The book is backed by case studies and actionable ideas that will reinvent your customer culture. Does it work? One of Ross’s clients (700+ employees) raised their J D Power customer experience scores 21 points in just 90 days. Every team member should read this book cover to cover. Customer Service professionals need to start training this way.

SUCCESS: It’s On You


This book is for both experienced leaders – and for young people starting out who want to be more in control of their careers. This is about reinventing your skill sets and to take full responsibility for your own direction. You have more control than you think. This book will teach you to redefine who you are and who you aren’t so you can stay at the top of your game regardless of your age.

Behave Like a Startup

Behave Like a Startup


Do you sense that complacency is creeping into your successful company? Do you find you are not as reactive as you once were? Have you lost the “industry buzz” that made you famous? If this sounds familiar you will want to know how to behave like a startup again. This book will teach you how to freshen your brand and get to market faster.

Absolutely Necessary


“Absolutely Necessary” will be a career-long resource for business leaders and team members who want to become an important contributor – a valued voice to any organization. Shafer and Burger have researched hundreds of companies to unearth those traits and strategies that makes a person valuable to a company. Readers will take away bulletproof tactics that will put them in high demand. You’ll learn how the best people premeditate their decisions so they can get buy-in from their constituents. You’ll be coached on developing marketplace peripheral vision so that you will able to spot competitors in your blind spots.You will go away with a clear understanding of which Big Data and which Digital Marketing will be the revenue engines of the future.

Grab More Market Share


In troubled times, businesses need to shake off their uncertainty and look around. Previously intimidating competitors are often hamstrung by inflexible business models and unable to accommodate shifts in the market. As consumer habits change to reflect new economic realities and cultural trends, huge chunks of the market go up for grabs. And that’s when smart companies who are paying attention can step up and “steal” their share.

Are You Relevant?


Are You Relevant? will show you how to avoid extinction and thrive in any economy by taking you inside organizations like Zappos, Nordstrom, BDA, Honeywell, Schmick’s, The Watch Man, PG&E Power, Livescribe, Hackensack University Medical Center, Fidelity Title, the U.S Navy, the U.S Army, Enterprise Rent-A-Car, the Seattle Supersoncis NBA team, SelectRemedy Staffing, The Staubach Company, Northrop Grumman, The Comedy Central TV Network, FiServ, Lucky Strikes Lanes, and so many others. Learn how they innovate and continue to confound their competition by attracting larger and larger market shares. But, more importantly, how you can, too!

The Customer Shouts Back!


The Customer Shouts Back! takes an unflinching look at the dismal state of customer service – and how to fix it. After dissecting 1,000 complaints gleaned from websites and blogs worldwide, you’ll read the comments of real customers when the transaction went badly. You’ll hear fascinating cases studies from Fortune 500 companies down to very small businesses. You will leave this book with (10) failsafe ways to start gaining and retaining lifetime customers.Ross Shafer is an Emmy winner, author of 4 business books and fourteen HR training films on customer service, leadership, and motivation. Ross is sought after keynote speaker and consultant.

Customer Empathy


Customer Empathy is far different from customer service. Customer Empathy is the art of seeing the transaction through the customer’s eyes. It’s thinking about the customer’s fears, anxiety, and trying to understand their previous transaction experiences (good and bad) before they’ve met you.

Other times that “external” customer is someone you’ve seen before – and is expecting to repeat a good experience with you.

Nobody Moved Your Cheese


How dare I challenge you to ignore the advice of your friends, your family and your loved ones? What gives me the right to encourage you to question the wisdom of relationship Diva, Dr. Laura, or the motivational maven, Tony Robbins, or even the former field general of GE, Jack Welch? Worse, how could I possibly pick on the nice man whose asked millions of people worldwide the question, “Who Moved Your Cheese?”

Because I think these so called “experts” are dead wrong about what they thing is right for YOU. Only YOU know what’s right for YOU.

The Stand Up Comedy Years (Digital Download)


From 1980-1993 Ross Shafer crafted a successful career as a stand-up comedian. After winning the Seattle International Stand Up Comedy Competition in 1983, Ross went on to headline all of the major comedy clubs in America. He also became a casino favorite at Harrahs, Caesar’s Palace, The Riviera, Trump’s Taj Mahal, and Resorts International. During this time, Ross was a frequent guest on “Evening At the Improv” “The A-List” “Comic Strip Live” “and “Caroline’s Comedy Hour.” We know you will enjoy Ross Shafer’s clean yet irreverent humor; which is suitable for family viewing.

Length: 24 minutes

Customer Empathy (Digital Download)


Customer Empathy is NOT a Customer “Service”

You are about to learn something shocking. Your customers, your clients, your patients, and your employees are often feeling vulnerable, helpless, anxious, embarrassed, and out of control. These days, the world is so complex they need you to ease their fears about buying your products and services. They need you to be an empathetic, trusted adviser who understands their point of view…not merely a person who completes the transaction.

This eye-opening video has the power to forever change your culture from “transactional”…to emotionally profitable.

Length: 11 minutes

Laugh it Off (Digital Download)


Laugh It Off is a humor in the workplace training film that you will find fun and informative. We all know that humor has the amazing ability to lift spirits and create a more productive work environment. Humor is especially relevant these days considering our lightning paced, multi-tasking workplace. In an E-Communication world where emails, text messaging, voice mail, and Twittering keep us in “Contact” with our co-workers, humanity can suffer from a lack of caring and empathy. Humor has often been called, “The Human Race’s Lifeblood.” Well, if humor is the lifeblood of humanity (and morale), then, this short film is sure to provide a much needed “transformation.”

Length: 19 minutes

Nobody Moved Your Cheese! (Digital Download)


How dare I challenge you to ignore the advice of your friends, your family and your loved ones? What gives me the right to encourage you to question the wisdom of relationship Diva, Dr. Laura, or the motivational maven, Tony Robbins, or even the former field general of GE, Jack Welch? Worse, how could I possibly pick on the nice man whose asked millions of people worldwide the question, “Who Moved Your Cheese?”

The Customer Talks Back! (Digital Download)


Shot entirely “on the street” and in shopping centers, this customer service video features the honest opinions of…Your Customers!

What do they expect from you? What makes them loyal? What sends them out the door angry? You’ll hear their very candid turn-ones and turn-offs.

Length: 11 minutes

Citizen $ayles (Digital Download)


Citizen Sayles is a one-of-a-kind training film!

Your staff will enjoy unraveling the mystery along with Wally Perkins; they will also find the training points to be solid and extremely entertaining. The sets, costumes, actors, makeup, music, score, period props and effects will delight trainers and trainees alike. They’ll want to watch this film over and over again.

Length: 23 minutes

Watch This (Digital Download)


Out in the Nevada desert is a small watch store full of so much energy that they sell more watches than anyone, anywhere. This fast paced, 13 minute video covers a day in the life of this unusual company and its formula for winning customers.

Length: 13 minutes

Home Away from Home (Digital Download)


Home Away from Home is a work/life balance training film depicting the life of a man who is the perfect citizen and manager while he is at work. (His home away from home) He is caring. He is patient, considerate, and fair. But he is a far different person at home with his own family. What this manager needs to do is transplant his work habits…to his home life.

In the end, he sees the improved consequences of a balanced life.

Length: 12 minutes

Peer Pressure (Digital Download)


Peer Pressure is a peer-to-peer conflict resolution video that teaches co-workers how to settle work and personality conflicts when there’s no manager or supervisor around. Also great for internal customer service.

Ross Morgan, has worked many jobs but can’t figure out why he can’t get along with his co-workers…until he realizes that “everything we ever learned about getting along with people we learned at home.” Ross finally succeeds with his peer after he applies those elementary principles he learned while growing up.

Length: 17 minutes

Last Call (Digital Download)


Frustrated by poor telephone customer service, comedian Ross Shafer enrolls in some intense training from a professional telephone answering center; thinking “how hard could it be?” After his training, feeling inspired and confident, Ross then convinces the owner of a mail order company to let him “telephone train” one of their warehousemen, Mike, during their lunch hour.

Reluctantly, the owner agrees. But before Mike gets the hang of it, he stumbles through a series of funny foul-ups and faux pas-proving that great telephone customer service takes great skill.

Together Ross and Mike experience the ten crucial do’s and don’t of Basic Telephone Courtesy, the five essential elements for Taking Phone Orders and Greeting Sales, and a surefire three step formula for Handling Angry Customers.

Length: 22 minutes