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Business and Management

Delivering Service Excellence

2 MINUTES TO SUCCESS: BUILD RELATIONSHIPS

BUILD Relationships provides a clear process, BUILD, for establishing positive relationships for a successful sale, a collaborative team or a productive business. Building relationships is at the heart of everything we do, according to psychologist Eve Ash. There is more pleasure and value to be found in relationships that are built from the ground up.

Once this video is completed you will have learned to implement the BUILD formula - begin with establishing rapport with the other person, understand what's important to them, initiate engaging communication, listen with an open mind and discover new qualities - in them and in yourself.

DVD (Closed Captioned) / 2020 / 2 minutes 20 seconds

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2 MINUTES TO SUCCESS: CLEAR SERVICE

CLEAR Service is for everyone as we are all providing service to our teams, our clients and our managers. It can be challenging when you're called on to deal with issues that erupt. Sometimes you're mopping up after other people's mistakes, or you're faced with having to devise a solution on the spot. Psychologist Eve Ash explains that we give great service and solve difficult problems, especially when we are CLEAR: clarifying, listening, empathizing, asking and resolving.

Once this video is completed you will have learned the five key skills to be CLEAR. Clarify the issue, listen carefully, empathize with the other person's feelings, ask questions to reach solutions and resolve the problem.

DVD (Closed Captioned) / 2020 / 2 minutes 18 seconds

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2 MINUTES TO SUCCESS: DEVELOP TOLERANCE AND RESPECT

Develop Tolerance and Respect is a video to help learners respect and accept other people's opinions, behaviors, preferences, even when you don't agree with them. Peter Quarry, behavioral expert, explains how tolerance and respect can be developed.

Develop Tolerance and Respect is a video to help learners realize that when we learn to tolerate other people's differences, we develop patience and willingness to understand the other person's point of view. We seek to find common ground, even when we have differing views. This leads to better quality decisions, greater harmony, and less conflict.

DVD (Closed Captioned) / 2020 / 2 minutes 8 seconds

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2 MINUTES TO SUCCESS: ENGAGE WITH CLIENTS VIRTUALLY

Engage with Clients Virtually is a video designed to improve your dealings with clients online and in the virtual space by adopting simple strategies recommended by behavioral expert, Peter Quarry. Learn seven easy ways to immediately improve your approach to online clients and customers.

Engage with Clients Virtually is a video in which Peter Quarry presents simple ways to enhance any online customer communication. People will learn to respond quickly, personalize their approach, have data and resources at their fingertips, and build client enthusiasm and loyalty.

DVD (Closed Captioned) / 2020 / 2 minutes 21 seconds

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2 MINUTES TO SUCCESS: EXCEED SERVICE EXPECTATIONS

Exceed Service Expectations is a video where you will learn to deliver brilliant customer service. Peter Quarry, psychology expert, provides some simple strategies for giving outstanding customer service and get glowing reviews in return.

Exceed Service Expectations is a video that encourages learners to aim to exceed client expectations, ensuring it is always a pleasure to do business with that organization. It will motivate learners to be that special person who always makes others feel good by delivering outstanding service that exceeds expectations. Word gets out quickly and the emotional and financial dividends for your business are undeniable.

DVD (Closed Captioned) / 2020 / 1 minute 56 seconds

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2 MINUTES TO SUCCESS: HANDLING A COMPLAINER

Being surrounded by complainers is hard, but as Peter Quarry points out, there's ways to handle them. You can acknowledge what they're saying, showing empathy and putting forward positive solutions. If they persist, and especially if you work with them, they are best ignored as what they really seek is attention. When you don't react, there's no payoff.

DVD (Closed Captioned) / 2020 / 1 minute 56 seconds

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2 MINUTES TO SUCCESS: HOW CAN YOU INFLUENCE OTHERS?

Behavioral expert, Peter Quarry, talks about the importance of being able to convince others when working together. This entails being able to promote your credentials so that others will listen to you; communicating no more than 3-5 key points; and preparing for objections with answers that focus on benefits.

DVD (Closed Captioned) / 2020 / 1 minute 56 seconds

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2 MINUTES TO SUCCESS: KEEP PROMISES

KEEP Promises teaches learners to be develop four KEEP skills that everyone relies on. There is something reassuring about a person who KEEPs promises. Psychologist Eve Ash explores this special personality everyone admires: Keen, Explicit, Efficient and Proud.

Once this video is completed you will have learned the power prompt and reliable - someone who gets things done with a minimum of fuss and negativity. You will be armed with the four KEEP skills to ensure a team is humming and delivering efficiently. You will enjoy being keen - determined, committed, on the ball and explicit - clarifying and agreeing on expectations. You will find ways to manage time and tasks so you are efficient, and you will take pride in doing your work well.

DVD (Closed Captioned) / 2020 / 2 minutes 3 seconds

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2 MINUTES TO SUCCESS: RESPECT PRIVACY AND CONFIDENTIALITY

Respect Privacy and Confidentiality - a video covering key issues so eveyone at work learns to observe, protect and respect privacy and confidentiality. There is a great deal at stake when privacy or confidentiality are breached, namely loss of trust, committing an offence or destroying reputations.

Respect Privacy and Confidentiality is a video in which behavioral expert Peter Quarry explains how to respect privacy and confidentiality.The message is straightforward: respect yours and others' right to protecting sensitive, personal or proprietary information.

DVD (Closed Captioned) / 2020 / 2 minutes 13 seconds

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2 MINUTES TO SUCCESS: SOLVE PROBLEMS IN 4 STEPS

Solve Problems in 4 Steps is a step by step easily-remebered program providing learners with essential problem-solving skills. In this video, behavioral expert Peter Quarry shows you how to solve problems effecctively.

Solve Problems in 4 Steps is a video showing that no matter how complex a problem appears, breaking it into four steps very often presents you with a solution, or a huge step that's close to the solution!

DVD (Closed Captioned) / 2020 / 2 minutes

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CUSTOMER SERVICE - COMMUNICATION

Learn how to prepare your mindset before taking a call. We will learn good phone techniques and the key to great customer service. Every person that walks into your store, contacts you by phone or online is entitled to your respect, your assistance and your attention, yet 89% of shoppers have stopped buying from an online store after they experienced poor customer service. This a lost opportunity because great customer service translates into more sales and repeat customers.

DVD / 2019 / (Grades 9-Adult) / 4 minutes 31 Seconds

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CUSTOMER SERVICE - DIFFICULT CUSTOMERS

We will learn how complaints are the greatest source of learning, the actions and behaviors that could frustrate a customer and the techniques to handle a perceived difficult customer. The best way to handle a difficult customer is to put the word "difficult" in perspective. A customer perceived as difficult may be more in the eyes of the customer service representative or company than the customer. Customers react to stress and disappointment in a variety of ways. They need someone with who they can vent, someone who will provide a quick resolution. Businesses who understand how to handle difficult customers can reap huge rewards.

DVD / 2019 / (Grades 9-Adult) / 5 minutes 36 Seconds

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CUSTOMER SERVICE - QUALITY - HOW TO EXCEL

We will learn how easy the internet makes complaining easy. We will learn ways a company can excel using great customer service. We will learn how to deliver top quality customer service. The internet makes complaining easy - but comments and statistics are the roadmap to marketing and improvement. Statistically, consumers are engaged, informed, and have limited time to make purchases. Do not lose them due to poor customer service, poor telemarketing techniques, poor order processing, or poor technical support. Every single person in your company should be caring for the customer in ways that exceed their expectations.

DVD / 2019 / (Grades 9-Adult) / 5 minutes 11 Seconds

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CUSTOMER SERVICE - REASONS TO EXCEL

We will learn the importance of great customer service. We will learn the reasons why a company needs to excel. We will learn the role of the manager and employee. The term call center was first published by the Oxford English dictionary in 1983. It is not just a department, it is a reflection of the company. And everyone in the company must agree they need customers. If you work for pay, the customer guarantees your paycheck. A company wishing to excel should know the best strategy to increase profits is to provide great customer service through phone and email support, web forms, chat rooms, and social media. Great customer service can turn a first-time buyer into a lifetime customer.

DVD / 2019 / (Grades 9-Adult) / 4 minutes

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CUSTOMER SERVICE - SKILLS REQUIRED

We will learn the qualities of a great customer service representative. Will will learn the importance of high emotional intelligence. We will learn the training needed for a customer service agent. It takes a very special individual to excel at customer service. The skilled individual is adaptable, articulate, attentive, caring, compassionate, confident, curious, flexible, friendly, goal-oriented, helpful, kind, motivated, patient, persuasive, a problem-solver, and tenacious. Now for those who may not possess every quality, they can be learned and serve you well throughout your career.

DVD / 2019 / (Grades 9-Adult) / 5 minutes 49 Seconds

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EXCELLENCE IN CUSTOMER SERVICE

In this program we'll explore ways to handle difficult people, resolve conflicts and how to improve emails and correspondence. We'll learn to understand how one's personal behavior reflects the company. Customer service is the art of politely listening and responding to the needs of customers in a professional and timely manner. Good service with a kind, understanding voice will exude confidence and compassion. Even the most difficult customer can benefit from your tact, poise and steadiness. Good attitude makes all the difference and sets an organization way above its competitors.

DVD / 2019 / (Grades 9-Adult) / 13 minutes 20 Seconds

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DELIVERING EXCEPTIONAL CUSTOMER SERVICE

By Richard Mulvey

Attracting your new customers is only half the battle, for your business to grow this year you need them to come back over and over again. By developing high levels of customer service you will encourage your casual customers to become regulars but having satisfied customers is just not enough and in this work Richard explores the techniques needed to generate "Raving Fans".

Turn your satisfied customers into "Raving Fans"

Convert "Just Looking" to "Just Buying"

Find out how to create just the right "First Impression"

Discover how complaints can be positive if managed professionally

Make sure your customers always come back for more

Help your team develop a passion for your customers

How many customers do you lose to bad service each year? Ten? One hundred? One thousand? You will probably never know but every customer lost will cost you hundreds or even thousands of rand in their "life time value". It is never too late to offer exceptional customer service and in this work Richard outlines a step by step process that will help your team keep your customers for ever.

DVD / 65 minutes

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