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As technology evolves, so too does the world of customer service. Customers now prefer to deal with companies online, rather than typical face-to-face or phone exchanges. Online customer service provides many unique challenges, and opportunities, for customer service representatives. This sophisticated, stylised program explores the areas of live chat, social media and email customer service. How do you deal with multiple customer requests? What happens when a customer becomes upset online? How can Twitter and Facebook be used to improve customer service? This is a highly-relevant, valuable resource for those considering a career in the online customer service industry.
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With so many choices available to customers these days, it is vital that your customer's needs are met every time. You must go beyond, you need to have the customer service skills, guarantee an enjoyable, positive experience that leaves the customer satisfied and prepared to do business with your organisation again. From first impressions to the completion of the exchange the customer needs to feel engaged, welcome and confident that they are receiving the level of service they require. Using dramatised scenarios and a range of footage, this program demonstrates techniques for delivering outstanding customer service.
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For most people dealing with customer service call centres can be a frustrating experience. This is made even worse if the customer needs to traverse through a menu of options or voice prompted system. This experience can be lengthy and extremely frustrating. This program demonstrates the importance that at every opportunity the customer has to talk to a customer service representative, where they are greeted by a friendly, engaging and informed operator able to provide them with a positive outcome. Using dramatised scenarios, this excellent resource looks at various aspects of delivering professional customer service, correct phone techniques, using the technology and handling conflict.
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Exploring Business is a two part series created by teachers for teachers.Day To Day Operations in Business is Part 2, Part 1 is Introducing Business. There are many key unit areas to comprehend in the study of business, and learners are expected to develop a range of skills and knowledge covering these diverse areas. Through the utilisation of text, video and interactive media this resource suited for self-paced learning covers the daily requirements of business, working effectively in business, and business technology and change. This resource is perfect for use in a classroom or other learning environments and includes up to 12 video clips, 200 pages of worksheets with various activities and also interactive drag and drop games.
Key topics explored in this resource include:
Business communication
Financial management
Occupational health and safety
Knowing your organisation
Personal organisation
Working with colleagues and customers
Working with technology in business
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Exploring Business is a two part series. Part 2 is Day to Day Operations of a Business.
Business is a complex area of study and learners are expected to develop a range of knowledge and skills that cover diverse areas. This interactive multimedia resource perfect for self-paced learning includes up to 12 video clips spanning 30 minutes, 200 pages of worksheets with various activities and interactive drag and drop games. This resource made by teachers for teachers covers the elements of business, large and small business operations and structures, and marketing and public relations. It can be used in a classroom or other learning environments.
Key topics explored in this resource include;
The nature of business
Key business functions
Innovation
Business classifications and structures
Corporate management
Establishing and running a small business
Targeting customers and customer relations
Managing the marketing and public relations functions
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Every workplace, no matter how successful, has to deal with difficult situations. But what are the most effective ways of responding to employee issues? This presenter-led program guides audiences through a range of dramatic scenarios, which include personal interviews with key characters, who describe their thoughts and feelings as the story unfolds. This is an ideal resource for any business or manager wanting greater insight into their employees and the various strategies for dealing with difficult situations.
Key Training Points:
Posting inappropriate information on social media websites,
Breaches in confidentiality,
Mistakes being covered up
Downturns in performance
Workplace bullying.
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Workplaces are fast-paced, challenging and diverse environments that can create conflict and misunderstanding. Successful resolution of problems with colleagues is a vital aspect of good management. This fly-on-the-wall style dramatisation takes viewers through ways to deal with: unreasonable demands placed upon them; individuals who aren't team players; speaking without thinking; and dealing with poor job performance. While an ideal solution isn't always possible, when handled in the right way, they can be negotiated. A perfect resource for managers, staff and anyone interested improving communication skills in the workplace.
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No matter who we are or what we do, business permeates just about every aspect of our lives. It fulfils a range of important functions in our society and underpins the functioning and growth of our economy. This production examines the various functions of business, the different structures of business, the wide range of stakeholders and internal and external controls on business. Wide-ranging content is delivered by a presenter, narration, a range of visuals and text. It makes an excellent introduction for upper secondary and higher education students to many facets of business and its important role in all of our lives.
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With the emergence of social media technology and the Internet now dominating global communication, this expert-led program for upper secondary and higher-education viewers shows why online marketing is a vital part of every business model. Director of 2 Sticks Digital, Tim Martin, and the University of Melbourne's Dr. Brent Coker, explain concepts such as Search Engine Optimisation, Pay Per Click, viral and email marketing, as well as how to implement and measure an online marketing campaign. While online success is difficult to predict, viewers will learn that innovative and flexible marketing strategies are crucial to surviving in the digital world.
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Got a great idea for a product or service and want to start an online business? It's a lucrative market with potential for big returns, but where do you start? This interview based production introduces viewers to a range of online business models, outlines how to create a business plan, set up and operate a business, as well as industry advice on avoiding common pitfalls. Interviewed for the program are Dr Brent Coker, Faculty Business and Economics, University of Melbourne, online business entrepreneurs Tom Koan, Director of www.kigu.co.uk, and Emma Osborne, Director www.supperlicious.co.uk. A program for senior secondary and higher education, in business and IT fields, it provides an insider's perspective on new ways of thinking in e-commerce.
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Featuring James Fleet, Kim Wall, Mina Anwar and Beverley Hills
The best thing about dealing with a good sales person is you don't feel like you're being sold to. As far as you're concerned you're just receiving good service.
This programme is designed to equip your staff with all the skills and techniques they need to approach sales opportunities with confidence.
Suitable for all levels of staff who deal with customers, the lessons demonstrated are immediately actionable and accessible, from winning the customer's confidence, to discovering their needs, from knowing your product, through to closing the sale.
Included in the programme is specific extra content for both retail and financial sales. These cover everything from handling complaints to dealing with difficult customers.
The third step in the performance planning process is to develop specific performance standards for each key result area.
Viewers learn how to identify standards in a collaborative way that increases commitment. Plus they'll discover easy ways to write quantitative and qualitative performance standards.
The advantage of having specific performance standards is that the manager and employee have a fair and objective basis to review performance later.
Training Points
Identify and set performance standards for a job's key results
Focus performance standards on results, not just tasks or activities
Develop quantitative and qualitative performance standards
Increase employee commitment by developing performance standards collaboratively
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Featuring Hugh Laurie, Andy Taylor, Jennifer Hennessey, Beverley Hills and Joanna Brookes.
Every organisation has a different kind of performance review system. Even so, the reaction to reviews is often the same - one of horror. Performance review sets out to encourage individuals to think about reviews in a new, more positive way.
In two distinct parts - one for managers and one for appraisees - this amusing drama uses memorable characters to demonstrate different behaviours and techniques, and shows the equally crucial role that both sides have to play.
Help for managers
Part one: every manager's nightmare is aimed specifically at managers who know the importance of an employee's performance review, but usually find them fairly painful to do. By making them less confrontational and more productive, managers will be able to fearlessly deal with all performance reviews.
Classic 'difficult' characters in action are shown with simple and effective strategies for getting them on-side. Through these characters we are able to demonstrate key review techniques managers can develop.
Help for appraisees
Part two: every appraisee's dream is aimed at employees approaching their review. This section displays the positive side of performance reviews and gives a full and vivid illustration of just how well they can go when they're handled properly by both parties. It shows the appraisee and manager just what can be achieved from a successful review.
DVD (With Leader's Guide, Workbook) / 2003 / 50 minutes
Performance Appraisal deals with the transition to a new performance management process. The question of subtle racism and people being measured by different 'yardsticks' is also examined.
Balance of Work/Family Issues
Balance of Work/Family Issues discusses the dilemma of balancing work and family, including child and elder care, single parenting and dual-career families.
DVD (Closed Captioned, With Leader's Guide, Workbooks) / 1993 / 20 minutes
Anyone who needs to challenge the way they think will benefit from this visually stimulating and highly entertaining resource.
Based upon the work of Mark Brown of Innovation Centre Europe, this exciting programme looks at the barriers to profitrelated creative thinking and suggests some simple but powerful ways to overcome them. It shows how constantly stimulating creativity and innovation is key to coming up with viable ideas for products and services, and processes and procedures that your customers (internal and external) really want.
It explores the difference between a 'dinosaur' and 'dolphin' outlook, and looks at why we tend to restrict thinking to self-imposed limits, how we can avoid idea assassination, and how to take the initiative and translate ideas into action.
There is a revolution underway, in business government, and education, people are challenging the "gospel," thinking the unthinkable, and achieving the impossible. Behind it all are people who have a passion for excellence.
In this classic program, Tom Peters highlights the creative methods and accomplishments of some of these "hang tough, never-say-die" individuals. You will hear about Air Force Ret. General Bill Creech who motivated airmen onto being better maintenance and support people through the use of medals, medallions, and flags. You will hear about Baltimore Mayor, Donald Shafer who "sold" potholes to promote city restoration¡K and much more!
KEY LEARNING POINTS
Target areas of individual competence that determine long term excellence
Foster superior, unswerving customer service
Encourage and support creativity, innovation, and risk taking
Promote caring leadership as an inspiring model of superior performance
To benefit from the capable, empowered workforce, managers must coach rather than direct all workplace activities. Follow a manager as he uses his facilitation process skills to help individuals and groups reach decisions.
The art of conflict management on the job in all interpersonal relationships is the subject of Conflict: The Rules of Engagement. Dr. Heim takes viewers through proven strategies which neutralize some conflicts straight out, or simplify complex conflicts into manageable ones. The end result is a more productive and respectful organization.
C. W. Metcalf now brings his humor presentation to video!
A sense of humor and joy of living helps individuals and organizations stay healthy, sane, and competitive in an often violently changing world. This training video series can teach all employees to reduce stress to create a positive, productive environment.
This video series is filled with wall-to-wall laughs and effective techniques on how to deal with problems, difficulties, and stress. C. W. Metcalf leads your staff through such techniques as Humaerobics to help people lower their fear of embarrassment and failure. His medicine is as much fun as the cure. This cost- effective training series is an excellent half-hour of laughing and learning at the same time.
See the advantages of learning how to lighten up, access the joy in adversity, and take humor seriously. This interactive series is guaranteed to make employees relax, laugh, and start developing methods to deal with change in their environment.
C. W. Metcalf now brings his humor presentation to video! Metcalf developed Humor, Risk, & Change through a series of over 600 presentations to clients worldwide. In a dynamic and entertaining video series, Metcalf brings to your employees techniques to help them thrive during change and crisis.
C. W. Metcalf developed Humor in the Workplace after his hospice volunteer work with young cancer patients. These children taught him to laugh and enjoy life even in troubled times. Now, Metcalf brings this theory to you. Teach your employees to discover the most valuable tool for survival in today's world-humor
Men and women live in different cultures. As a result they have different rules regarding what is considered "appropriate" adult behavior. Unfortunately, neither gender is aware of these disparate norms and rules and often misread what is being communicated. Consequently, what seems natural to one gender culture can seem mysterious and baffling to the other. The differences are not right or wrong but they can result in confusion and conflict. By making these Invisible Rules visible, Dr. Heim provides the basis for better understanding, communication and teamwork.
DVD (Closed Captioned, With English, Spanish Subtitles) / 33 minutes
"How do you treat a person with a disability? Like a person," explains Ron Cohen, Executive Director of United Cerebral Palsy of Los Angeles. This program helps viewers increase their awareness of the special needs of customers who are disabled. Real people with different physical disabilities describe the kinds of service they prefer and offer strategies and techniques designed to help individuals serve customers with disabilities more easily and effectively. Appropriate for building awareness and sensitivity to some of the service issues surrounding customers with disabilities.
Relationships and camaraderie at work are essential for an engaged workforce. However, the examples depicted in this training toolkit have crossed the line and have become damaging to employee relationships, employee morale and productivity.
Gossip, gripes, and rumors have become a national past time in the workplace. Unfortunately, these forms of toxic talk can have serious repercussions for your employees, your managers and supervisors, and for the profitability and productivity of your entire organization.
Relationships and camaraderie at work are essential for an engaged workforce. However, the examples depicted in this training toolkit have crossed the line and have become damaging to employee relationships, employee morale and productivity.
Whether your organization already has a policy on toxic talk or you're just beginning to look at the effects damaging communication has on your productivity, this program is designed to give your organization a chance to discuss some real issues affecting your workforce.
Using three open-ended scenarios, the training design focuses on how to respond if you become engaged in toxic conversation and helps participants to redirect potentially hazardous communication. The activities also help participants understand the different perceptions of those involved in toxic talk and how others are affected by this behavior.