Call Number
TR DVD 658.812 CUS
Publication Date
2009 2008 2007 2006 2005
Summary
This program features the seven service skills. These are the basic courtesies and people skills that makes customer feel important, appreciated and understood.
Format:
Other
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3.5629
Call Number
TR DVD 658.812 TEL
Publication Date
2002
Summary
People really appreciate knowledgeable and skilled, real and live telephone representatives. This video discusses proper telephone etiquette.
Format:
Other
Relevance:
3.4541
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by
Video Education Australasia.
Call Number
TR DVD 658.3145 DEA
Publication Date
2004
Summary
Explains how to deal with difficult customers. Various role plays are included and interviews with professionals in the customer service industry.
Format:
Other
Relevance:
3.3891
Call Number
TR DVD 658.812 PRO
Publication Date
2002
Summary
Highlights the importance of dressing for the job as well as a clean and neat appearance, regardless of the workplace setting.
Format:
Other
Relevance:
3.3881
Call Number
TR DVD 658.812 TRI
Publication Date
2006
Summary
This program gives a simple plan for dealing with tricky customers. Many behaviours qualify as tricky. Customers may be impatient, rude, ungrateful, complaining or just hard to please. The behaviour that most people find hard to manage is the angry or irate customer. This program shows how easy it is for the service giver to be drawn into an argument. The focus then moves from the issue at hand to who is going to win or lose. Take the H.E.A.T. is a simple plan for dealing with angry or irate customers. Hear them out, Empathise, Apologise, Take action. The techniques in this program will have a positive influence on most tricky customers. They will feel they are being dealt with professionally and the service giver will know they have done their best. This combination will secure the best outcome.
Format:
Other
Relevance:
3.3669
by
Iacono, Paul.
Call Number
TR DVD 658.812 COM
Publication Date
2005
Summary
Everyone talks about "customer service." What is it? As the frontline employee, the customer service representative is the most valuable and visible person to the customers - the one they go to first for every type of information and assistance. Viewers will see how to provide exceptional customer service with a smile, a professional appearance, and a positive attitude. It covers the basics - fielding questions, solving problems, cheerfully responding to customer requests - and much more.
Format:
Other
Publisher description and instructor's guide http://www.meridianeducation.com/id/5698/Commendable_Customer_Service.htm
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3.3145
Call Number
TR DVD 658.812 KAN
Publication Date
2003
Summary
Kangaroo is a fully animated video, perfect as a session starter, motivational video, or as a useful tool in customer service training, team building and leadership development.
Format:
Other
Relevance:
2.9595
by
Ash, Eve.
Call Number
TR DVD 658.812 BOO
Publication Date
2003
Summary
Boomerang will make you think about your own behaviour and how it needs to change, if you want happy customers, cooperative team members and motivated staff. It is ideal as a session starter, or as a support for team development, customer service training or leadership development
Format:
Other
Relevance:
2.6757
by
Video Education Australasia.
Call Number
DVD 647.94 FIV
Publication Date
2011
Summary
"In this comprehensive examination of what it takes to provide world class service, we visit SkyCity Darwin, a five star international hotel, and discover valuable lessons from the hotel's experienced leadership and management team. In it, we learn how five star service starts at the point of first contact, with open body language, active engagement, and effective handling of complaints. We see how empowering staff with responsibility, and celebrating their achievements leads to service excellence. Finally we go behind the scenes into the kitchen to witness how mastery comes from the passionate pursuit of innovation. This is an engaging look at modern workforce issues, including excellence, diversity and inclusive practices"--Container.
Format:
Other
Relevance:
2.3289
by
ClickView (Firm)
Call Number
XX(302417.1)
Summary
As customers, so much of our interaction with businesses and other organisations is undertaken over the phone. Those on the other end of the phone deal every day with a wide variety of people from a range of backgrounds. An organisation that relies on the telephone for much of its contact with customers must have well trained, professional customer service operators to service customer needs. It's not just about ensuring people get the products, services or assistance they need, it's about striving for standards of excellence that exceed expectations, and ensuring all customers have a positive experience. Using dramatised scenarios and a range of other information and footage, this film looks at various aspects of delivering professional customer service, including correct phone techniques, using the technology and handling conflict. For those interested in working in phone customer service, this production is an outstanding resource. It brings to life many of the challenges phone customer service operator's face, looks at what makes for professional service and offers both extensive practical and background information.
Format:
Other
Relevance:
0.3682
by
ClickView (Firm)
Call Number
XX(302594.1)
Summary
Dealing face to face with customers can require patience and the ability to genuinely engage with people of all ages, and from wide ranging backgrounds. It requires the ability to remain calm, to engage, to focus on customer needs and to meet them effectively. It's not just about ensuring people get the products, services or assistance they need, it's about striving for standards of excellence that exceed expectations, and ensuring all customers have a positive experience. Using dramatised scenarios and a range of other information and footage, this film looks at various aspects of delivering professional customer service, face to face. It explores the type of skills needed to work effectively in this area; the importance of first impressions; being professional; dealing with customers and handling conflict. It is an ideal resource for anyone who is entering a career in retail or other environments offering face to face customer experiences.
Format:
Other
Relevance:
0.3491
by
ClickView (Firm)
Call Number
XX(302689.1)
Summary
It's often said that Customer Service isn't a department, it's an attitude. The behaviour of front-line staff defines the reputation of any organisation - big or small - which makes it all the more important to get it right. Help your customer service team learn selling skills and techniques. Chapter 1: Discovering Their Needs. Discover the customer's need. Even they might not be sure what it is. Explore with open questions and discover more about them. Listen and check the facts, you may discover more... and watch out for clues - there might be more services or products you can offer them. Chapter 2: Storytelling. Share positive stories from your customers to bring your products or services to life. Chapter 3: Dealing with Objections. When dealing with customer's objections, don't panic - play it cool. Don't focus on the objection - instead, put it in perspective, or outweigh it with compensating factors.
Format:
Other
Relevance:
0.3341
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