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ART of Customer Service
This customer service video offers fun and easy-to-remember guidelines to increase customer satisfaction.
This customer service video offers fun and easy-to-remember guidelines to increase customer satisfaction. Excellence in customer service boils down to three basic ideas: give customers the attention they want, the respect they deserve, and the time to answer their questions and take care of their ne... read more
Develop good communication skills—by becoming a better listener.
Develop good communication skills—by becoming a better listener. We all know that good communication skills are critical in every business environment. We also know that communication often breaks down. When there's a breakdown, we usually think the solution is to speak more clearly. But often, the ... read more
Bullying and Respect in the Workplace
Any bullies who may be watching: this training video clearly shows that mistreating a fellow employee makes you look bad in the eyes of others and will not be tolerated in your workplace.
Have respect and good manners begun to slip in your workplace? Is rude behavior becoming the norm? Bullies often act just under the radar, denying their hostile intent or shrugging off their behaviors as humorous or insignificant. Yet, the constant tension they create—and the way their harmful activ... read more
Conflicts in the Workplace
There will always be conflict. The secret is learning to manage it successfully. Doing so empowers you to take control of your life—and career.
Sources & Solutions Conflict becomes destructive when anger, jealousy, and other strong emotions turn the focus away from problem solving and toward personal attacks. Destructive conflict can ruin relationships among workers, interfere with productivity, destroy teamwork, and contribute to employee ... read more
Criticism: Giving and Taking
We all need criticism. It's a part of learning. This is a guide to taking criticism professionally, without defensiveness, and without feeling humiliated.
Understand how to turn criticism to your benefit. We often hear the term "constructive criticism." Unfortunately, much criticism ends up being destructive. This communication DVD will teach viewers how to give—and take—criticism in ways that benefit the individuals involved, as well as your organiza... read more
Customer Service Counts
This program uses humor to show employees that being good at customer service and taking pride in their work is not only a job requirement, but can be personally satisfying as well.
Loyal, happy customers and clients are the foundation of your success. The best customer service is how they get that way! Your business or organization wouldn't exist without your customers. But sometimes this all-important fact gets lost in the demands of daily activities. This award-winning train... read more
Customer Service: The Telephone Connection
Excellent telephone customer service doesn't just happen. It requires dedication, skill—and enthusiasm.
Excellent telephone customer service doesn't just happen. It requires dedication, skill—and enthusiasm. Your voice, responsiveness, and product knowledge are the only tools you have to convey the right impression and build customer loyalty over the telephone. In the Customer Service The Telephone Co... read more
Dealing with the Irate Customer
Angry customers hurt your company's image, disrupt your workday, and cost your company business. Turn angry customers into satisfied customers.
Angry customers hurt your company's image, disrupt your workday, and cost your company business. Dealing with the Irate Customer teaches simple communication techniques that will help employees resolve disputes and calm angry customers quickly and professionally. It's hard to keep your cool when dea... read more
Diversity and Inclusion: A Step-by-Step Guide for Employees
Filmed on location in a variety of settings, from healthcare to manufacturing, Diversity and Inclusion A Step-by-Step Guide for Employees features dramatic scenes, first-person interviews, and research grounded in scientific studies.
Creating an inclusive environment in the workplace can be a challenge. Employees sometimes clash and don’t work together as well as they should, even when they come from the same background. Add differences to the mix and this friction can get even worse, damaging teamwork and hurting the productivi... read more
Diversity and Inclusion: A Step-by-Step Guide for Managers
Filmed on location in a variety of settings, from healthcare to manufacturing, Diversity and Inclusion A Step-by-Step Guide for Managers features dramatic scenes, first-person interviews, and research grounded in scientific studies.
Assembling the right people for the right job is hard enough. But once you have your people in place, how do you get them to work together and form a cohesive team? This hands-on guide shows you specific steps you can take as a manager or supervisor to improve communication, minimize friction, and r... read more
The Drug-Free Workplace
This program will reaise your employees’ awareness of drugs and alcohol in the workplace and will encourage them to get help if they or a coworker is affected by drug or alcohol abuse.
Setting the Standard Federal regulations require drug-free training for certain agencies, contractors and occupations. Even if drug-free training is not legally mandated in your business or industry, everyone benefits from raising employee awareness on the impact that drugs or alcohol can have on yo... read more
Employment Laws: What Supervisors Need to Know
The Employment Laws training DVD will help supervisors respond appropriately when faced with issues of fairness, scheduling, employee requests for leave or accommodations, and the challenges presented by social media in the workplace.
Narrated by experienced labor and employment law attorney, Nancy Yaffe, JD of Fox Rothschild LLP, this spot-on training video shows a series of stories that illustrate the kinds of legal questions that commonly occur in our workplaces. These stories, along with an explanation of relevant laws, will ... read more