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Leadership and Management Videos and DVDs

Leadership and management training videos and DVDs. This includes case studies of leadership, supervisory skills, team dynamics, communication and innovation.

Results: 1 - 12 of 38

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A Complaint is a Gift
Using Customer Feedback as a Strategic Tool  Show your team that complaints are an opportunity for everyone to learn & build customer relationships. True customer service isn’t catchy slogans or empty promises.
Using Customer Feedback as a Strategic Tool In this delightful animated program A Complaint is a Gift, we meet Complaint and join him on his journey through the Land of Catchy Slogans, the Land of Big Promises, and the Land of Lofty Visions as he seeks to be heard, acknowledged, and have his issues ... read more
DVD style course with completion certificate only
Adventures in Sales, Service, and Self-Esteem
Motivate and inspire your employees to higher levels of sales and service. You'll be entertained with animation, music and effects as you learn six key lessons.  Bonus material on angry customers.
Do you need to motivate and inspire your employees to higher levels of sales and service? Are you looking for good ideas to make your customers happier? Are you looking for a way to deal with angry customers?If you are, then you need Adventures in Sales, Service and Self-Esteem. You’ll be entertaine... read more
DVD style course with completion certificate only
Angry Customer
Part of the Service Impact Series Caution! Find Out How to Calm – and Not Calm – the Caustic Client!
Part of the Service Impact Series Caution! Find Out How to Calm – and Not Calm – the Caustic Client! In Part 1, service representative Carlos violates every rule of handling an upset customer, from blaming the client to refusing ownership of the issue. The customer, Warren, quickly escalates from an... read more
Credibility Through Honesty
Part of the Service Impact Series Discover How to Be Honest About Service Problems – And Boost Your Company's Image as you turn angry customers into satisfied ones.
Part of the Service Impact Series Discover How to Be Honest About Service Problems – And Boost Your Company’s Image! In Part 1, an overwhelmed service representative, Terry, receives a phone call from a frustrated customer, Justine. When Terry realizes he forgot about Justine’s case, he tries to end... 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 Essentials
Whether it happens in person, by telephone, or online, good customer service is vital 
Whether it happens in person, by telephone, or online, good customer service is vital. In fact, it’s just as important as advertising or product quality in building a company’s reputation and it can decide, ultimately, whether or not that company will survive. This Customer Service Essentials three-... read more
Customer Service Gone Viral
Learn how to handle a variety of customer service problems presented as viral videos, recorded phone conversations, music videos, social media, rants and blogs.
It used to be when someone received bad service, they would tell a few friends... now, they tell the world. You can't help but notice that almost everything we do now has a chance of being recorded, reviewed and presented to the entire planet. Without question, customers are making their buying deci... read more
DVD style course with completion certificate only
Customer Service Training Video Starter Library
Give your customer service people the head start they deserve with the Customer Service Starter Library. Includes 5 DVDs on customer service.
Give your customer service people the head start they deserve with the Customer Service Starter Library. These training programs come with a total of 5 DVDs and 5 books to give your customer service people the necessary tools to deal with the most important person to your organization--The Customer!... 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 Difficult Customers
The Dealing with Difficult Customers training program highlights the patience and diplomacy skills at the heart of good customer service.
An upset customer is the ultimate test of an employee’s professionalism. The Dealing with Difficult Customers training program highlights the patience and diplomacy skills at the heart of good customer service, demonstrating the best strategies for dealing with an irate patron demanding immediate at... 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
Demanding Customers
This easy-to-follow program shows how easy it is to enrage and frustrate these demanding customers.
This entertaining and amusing program demonstrates the techniques for making demanding customers satisfied. Four realistic scenarios draw on the everyday experiences of front-line staff and the different characters they face up to: Mr Snappy, Mrs Picky, Mr Yappy and Ms Flash.This easy-to-follow prog... read more
DVD style course with completion certificate only