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Customer Services
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May I Help You? Commendable Customer Service [electronic resource]

This video teaches beginning workers how to provide good customer service through maintaining a good attitude, projecting positive body language, using the correct tone of voice, and developing rapport with the customer. Also explains and demonstrates proven techniques to placate angry customers. Better service leads to customer satisfaction and is good for both the career of the capable employees and future of the company.
2006; 1992

Is It Sexual Harassment? [electronic resource]

Scenarios Video and Workbook. This is the perfect complement to Sexual Harassment: Crossing the Line. The workbook reinforces materials covered and provides exercises which help users relate the information to themselves. It includes thought-provoking scenarios and asks viewers to decide if each scene depicts a sexual harassment situation. Can be used as a stand-alone unit for educating groups or individuals about what actions constitute sexual harassment, how it affects people, and specific steps that can be taken to stop a harasser. A great discussion starter and an effective means for creating awareness of inappropriate behavior.
2008; 1994

Conflict Resolution and Etiquette [electronic resource]

The ability to defuse confrontation and arrive at a solution that is acceptable to everyone involved is a quality that all employers value. This video illustrates how to courteously resolve office conflicts by depersonalizing them, opening the lines of communication, and examining all options in order to come to an agreement. Brainstorming with coworkers is presented as a means of developing consensus.
2005; 2000

Communication Skills [electronic resource]

Presentations, reports, video conferences, e-mail, telephone calls-more than ever, excellent communication skills are a prerequisite for entry into all sorts of careers. This video provides guidance in strengthening both verbal and nonverbal communication. The importance of carefully targeting the message to be conveyed, minimizing outside distractions, listening attentively, and developing an awareness of body language are stressed.
2005; 2000

Problem Solving [electronic resource]

Problems are a natural part of the business world, so learning how to solve them efficiently is extremely important. This video demonstrates problem-solving skills for workers in wide range of occupations. Key elements of successful problem solving, such as staying focused, collecting all of the pertinent data, examining the situation from multiple perspectives, and knowing when to ask for assistance, are highlighted. In addition, role-play, active listening, and a positive attitude are offered as proactive measures to help reduce the frequency and severity of work-related problems.
2005; 2000

Professional Image [electronic resource]

The secret to presenting a professional image goes much deeper than external appearances. This video investigates not only the visible factors of proper attire and hygiene, but the issues of attitude, professional self-esteem, familiarity with technology, and knowledge of business trends as well. The image a person communicates through written correspondence and in after-hours settings is also addressed.
2005; 2000

Sexual Harassment [electronic resource]: News at Six

When a group of middle school students happens to see a local news story on sexual harassment, they decide to build a school project around this interesting but often misunderstood topic. Using a video camera, they roam the halls of their school and discover, to their amazement, that sexual harassment is alive and well, even in the middle school. Through tasteful dramatizations, some very real issues are explored including a working definition of sexual harassment and some clear examples designed to relate to viewers. This is an excellent introduction to a difficult topic. At various points in the video, viewers are asked to stop the tape and discuss specific questions relating to information they have just seen. They will see an example of sexual harassment and decide if it's true, [...]
2005; 1998

Stress Management [electronic resource]

Poor stress management, stemming from factors such as impending deadlines, work overload, and procrastination, can lead directly to burnout, one of the top reasons for quitting a job. This video identifies workplace stressors and offers guidelines for reducing their impact to a safe level. Proven principles of stress management, including proper nutrition, adequate rest, and non-work-related pastimes, are emphasized as keys to good health and better overall job performance.
2005; 2000

Crossing the Line [electronic resource]: Sexual Harassment and How to Confront It

The only way to remove sexual harassment from school and work is to get educated about the problem and learn ways to deal with it. This informative video explains different kinds of sexual harassment, defines the factors motivating harassers, and provides specific techniques for dealing with the problem. Viewers will see what steps to take if anyone harasses them or if they witness the harassment of others, including keeping a journal, employing the "broken record" technique, speaking with supervisors, sending memos, using grievance procedures, and filing formal complaints.

Superior Customer Service [electronic resource]

This program discusses how to put the techniques of customer service into practice. It explains the rationale of providing service to the customer, for the customer saved is the service-provider's job saved, and the customer pleased is the service-provider's key to job advancement. Reviewing techniques from the previous programs, this video motivates viewers to implement the lessons of providing customer satisfaction, for the sake of their employers and-in a very direct and immediate way-for their own pleasure and profit.
2008; 1991

Thank You for Calling! [electronic resource]: Effective Telephone Techniques

This video provides students with the basic skills needed to handle all types of business telephone communications. Shows the viewer how to deal with the proper procedures for answering the telephone, taking messages, screening calls, and handling irate callers. Presents the steps for placing calls, including a brief look at the telephone directory, local and long distance calls, efficient use of the telephone, and more.
2006; 1992

Keys to Success in Business [electronic resource]

Starting a business is like learning a musical instrument-certain steps and practices are required, or you just make noise. This video shows aspiring entrepreneurs ten principles for creating a solid, profitable company. Developing a realistic plan, seeking guidance from experienced mentors, building rapport with suppliers, and maintaining client relationships are a few of the subjects covered. With in-depth interviews featuring young owner/managers of recent computer gaming and graphics start-ups, Keys to Success in Business provides specific advice on recognizing, enhancing, and fine-tuning company strengths, and on increasing harmony among partners.
2006; 2004

Doing the Job [electronic resource]: Starting Out and the Daily Grind

My first day, my mind was reeling. "I didn't want to make any mistakes." "I was worried I wouldn't be able to do the job." All of these are common and valid reactions to the first day of employment. But, as this video illustrates, a new hire's nervousness and uncertainty can be the flipside of excitement, ambition, and an eagerness to learn the ins and outs of the company. Topics include the typical paperwork of the first day, such as tax and health insurance forms; the need to completely understand the employer's policies on vacation, sick time, retirement funds, and other benefits; and the equally important need to grasp legal concepts of employee rights, sexual harassment, and workplace safety. Pointers on navigating office politics, respecting the chain of command, asking for a r [...]

Doing the Job [electronic resource]: Basic Job Skills

An employee's best qualities may have little to do with technical or clerical issues. Often, it is a professional attitude that makes a worker valuable - an array of personal strengths that enable her or him to accomplish goals, get along with colleagues, and rise through the ranks. This video brings those all-too-elusive aspects of job success into focus, exploring professional behavior, ethics, communication, leadership, teamwork, problem solving, organization, and information management. Discussions focus on collaboration, taking initiative, and office etiquette; the hazards of procrastination, dishonesty, and unethical actions; the ability to take and give constructive criticism; the four C's of good writing (be clear, concise, compelling, and correct); effective uses for technol [...]

ICT in the Real World: Publishing a Magazine [electronic resource]

Using an Australian publishing company as an example, this program demonstrates the use of Adobe Creative Suite and other Information and Communication Technology programs to develop and produce two commercial magazines. It provides practical examples of how InDesign, Photoshop, Illustrator, and QuarkXpress handle fonts, templates and house style guides, color correction, and other production elements. The video also touches on transmission to printers, downloadable freeware, and the flexibility of ICT programs to adapt to Kindle and iPad formats.
2011; 2010

ICT in the Real World: Skills for the Workplace [electronic resource]

This program provides a comprehensive overview of the most common Information and Communication Technology applications found in the business environment, and demonstrates how employees on all job levels can make the best use of them. Some of the topics covered include naming, storing, backing up, and sharing electronic files; avoiding plagiarism and finding reliable sources when conducting online research; designing PowerPoint presentations; features of spreadsheets and databases; corporate branding in documents and presentations; understanding copyright and confidentiality issues; and even good health practices such as proper posture and resting the eyes.
2011; 2010

Health, Safety, and Security in the Hospitality Industry [electronic resource]

Being a part of the hospitality industry can be a rewarding experience, but it can also mean working in an environment that poses safety hazards to staff and patrons alike. This program reviews health, safety, and security concerns unique to the hospitality industry, explains how to handle them, and offers ways to reduce the likelihood of them occurring at all. Emphasizing the importance of following workplace procedures, the video advises viewers on the types of accidents they are most likely to encounter, and makes the point that everyone, from the newest employee up to the site manager, is responsible for maintaining a safe workplace.

Quality Customer Service in the Hospitality Industry [electronic resource]

Whether or not the customer is always right, customer satisfaction is a crucial part of achieving success in the hospitality industry. This program provides several strategies to improve customer service, outlines the factors that may influence customer needs, and describes the traits and behaviors that are most important to cultivate when working with the public. The video also discusses servicescape, SERVQUAL, and service recovery; the benefits of good customer service in terms of both return business and employee morale; and the role of management in maintaining high customer service standards.

A Greener Workplace [electronic resource]: Planning and Managing for Sustainability

Businesses across the globe are embracing an environmentally sensitive approach-not only to maintain credibility and protect the bottom line, but also to attract the best employees. This program explores policies, work habits, and advantages often found in green workplaces. Highlighting the overlap between environmental and corporate culture, the video introduces business leaders and sustainability experts who discuss eco-friendly strategies, best practices, and human resource concepts. A great teaching tool for up-and-coming managers and business owners-who must be increasingly in tune with sustainable and ecological thinking.

The Goals of Customer Service [electronic resource]

Ours is increasingly becoming a service economy. It follows that our premiere commodity is customer service. This program describes and defines the problem: what customer service is and what it isn't; the skills necessary to achieve it; the rationale for improving service; the categories of customer service-decision-making service (helping customers decide), problem-solving service (fixing things), and time-of-purchase service.
2007; 1991