So HELP Me - Employee Edition
Part of the Series: Business Skills Collection

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So HELP Me - Supervisor Edition
Part of the Series: Business Skills Collection
How do supervisors affect customer service? We all know that frontline service people directly impact customer satisfaction. But we don't often look at how much a supervisor's behavior influences the service a customer ultimately receives. "So HELP Me" (Supervisor Edition) takes a fresh look at customer service by showing the…
You've Got Customers!
Part of the Series: Business Skills Collection
In spite of all the attention given to customer service, it seems to be getting worse. What's the problem? There has been an over-emphasis on the superficial -the greeter at the door, the forced smile, and the gratuitous "have a nice day." Certainly, a pleasant manner is important, but all…
Taking C.A.R.E. of Business - Customer Service Skills
From greeting customers and gracefully managing several at once, to handling dissatisfied customers and keeping a fresh outlook at all times, Taking C.A.R.E. of Business emphasizes personal accountability as it teaches your employees to actively improve their customer service skills. Learning Objectives:
  • Make a customer's needs more important than…
Customer-Centric Innovation - With Lara Lee
Part of the Series: Stanford Executive Briefings
Listen to your customers, understand what's bothering them, solve their problems, fulfill their dreams, let them know you care, and put them at the center of your growth plan. According to Lara Lee, this intensive customer focus is the most effective means of achieving the rich pipeline of innovation that…
It’s Your Call - Telephone Customer Service Skills
From being an active listener and gracefully guiding phone calls, to handling dissatisfied customers and keeping a fresh outlook call after call, It_'s Your Call_ emphasizes personal accountability as it teaches your employees to actively improve their telephone customer service skills. Remarkable customer service involves being:
  • Connected: Meet Customers…
The A to Z Of Customer Service
Without happy customers a business can't survive. But how do you make them happy? How do you keep them happy? Staff of the Dickens World theme park and the upmarket MacDonald hotel chain give the view from the sharp end. FIRST IMPRESSIONS: A friendly smile and open body language are…
Differences Make Us Stronger
This program looks at diversity in the context of serving the internal and external customers and helps you set up your own diversity policies and procedures. Five topic areas are included: Customer Service, Materials and Programs, Communication, the Workplace, and Training. 3 Stars ~ "Drawing on commentary from library directors,…
Chemistry, 2nd Edition Course
Many students struggle in high school chemistry. Even if they succeed in earning a good grade, they often still feel confused and unconfident. Why is this? And what can be done to help every student succeed in this vitally important course? Success in chemistry, according to veteran science teacher Professor…
Customer Service Basics: Service with a Smile
In this humorous video that is reminiscent of "The Office", join the employees of the fictitious Lucky Star Coffee Company as they learn about customer service. Mark, the shop manager, thinks he'll be leading a training seminar on good customer service. And why wouldn't he, since he knows everything to…
Diversity in the Library
Every day we make assumptions about who we are, what we do, and who we interact with. Diversity in the Library will help you examine those assumptions and realize that they can create barriers to outstanding public service. The program uses scenarios taken directly from library worker's experiences. By examining…
In Search of Excellence
Motivate your employees to be more innovative, responsive and committed than ever before! The In Search of Excellence video is one of the best selling training programs of all time. As you watch this intriguing and inspiring program - Tom Peters and Bob Waterman are your hosts and guides for…
Sales Is Not a Dirty Word
Using humorous examples, Sales Is Not A Dirty Word teaches practical sales techniques that can be applied to every client transaction. The film discusses insights into a different approach to selling; one based on service and knowledge, rather than an ability to push products. Key Concepts:
  • Everyone Is In…