by
Cartwright, Roger.
Call Number
658.812 CAR
Publication Date
2000
Format:
Books
Relevance:
155272.1406
by
ClickView (Firm)
Call Number
XX(303579.1)
Summary
The majority of time spent a work involves listening, and research shows that people aren't very good at it. This video highlights why listening is important, how to develop your listening skills, and when to use closed and open questions.
Format:
Other
Relevance:
126781.6484
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by
ClickView (Firm)
Call Number
XX(303582.1)
Summary
Communication skills are an essential skills for every business. This video looks at the three ways that people take in information, the three components of face-to-face communication, and how they should be used together when planning your communications.
Format:
Other
Relevance:
126781.6484
by
ClickView (Firm)
Call Number
XX(303586.1)
Summary
This clip demonstrates how the SiPoC model can be used to define your internal and external customers and suppliers. It also looks at how improvements for internal customers can make work easier.
Format:
Other
Relevance:
120276.6484
by
ClickView (Firm)
Call Number
XX(303588.1)
Summary
The final episode of this series reviews and summarises all that has been covered in the previous 10 episodes. It also asks learners to commit to using three things that they have learned about in their workplace.
Format:
Other
Relevance:
120276.6406
by
ClickView (Firm)
Call Number
XX(303587.1)
Summary
This video looks at how the experiences of your customer affect future communications. The video also highlights how your customers might be a wider group than you think, and the reasons for providing excellent customer care.
Format:
Other
Relevance:
114680.1719
7.
by
ClickView (Firm)
Call Number
XX(303589.1)
Summary
This clip teaches learners about the importance of resolving problems for customers well, and the best approaches to take to resolving issues. The video also covers some useful customer complaint statistics, and how to use the 'brain see-saw' to avoid being emotional hijacked by a complaint.
Format:
Other
Relevance:
114680.1641
by
ClickView (Firm)
Call Number
XX(303580.1)
Summary
This clip looks at the three elements of customer care-personal, physical, and procedural. Students will learn how to re-frame the customer experience, what good customer care is, and the benefits of treating a customer as a guest.
Format:
Other
Relevance:
114680.0938
by
ClickView (Firm)
Call Number
XX(303585.1)
Summary
Answering the telephone is a different skill to face-to-face communication. This clip elaborates on these difference and demonstrates the dos and don'ts of phone conversations. It also looks at the ways in which the internet has changed the way business communicate with customers.
Format:
Other
Relevance:
114680.0859
by
National Tourist Industry Training Committee.
Call Number
TR DVD 658.812 BUS
Publication Date
1987
Summary
Demonstrates the art of customer service.
Format:
Other
Relevance:
114672.6094
by
ClickView (Firm)
Call Number
XX(303581.1)
Summary
Lesley Coleman introduces the series and its objectives, and teaches students about the power of habit.
Format:
Other
Relevance:
109798.5859
12.
by
ClickView (Firm)
Call Number
XX(303583.1)
Summary
This video teaches learners how to establish rapport with a distressed customer. It shows how to pace and lead a conversation with a customer to avoid reacting to their emotions.
Format:
Other
Relevance:
105491.5313
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