Includes all the basics you need to lead powerful, memorable and fun FiSH! training sessions! 

This program combines dramatic vignettes and helpful onscreen hosts to illustrate four things individuals must do to ensure that their workplace is respectful and inclusive... 

This practical and memorable program is specifically designed to empower healthcare staff with a clear checklist of Customer Service Recovery tools and techniques. 

Produced specifically for front-line public employees, this practical training demonstrates how to turn a citizen/customer's frustration or complaint into understanding. 

If you’re in the business of serving customers, sooner or later you’re going to experience challenges where your company, your product or your service comes up short. What do you do when something goes wrong?... 

Proper questioning techniques are key when gaining needed information from a caller or customer. High level questioning techniques are a learned skill. 

This course identifies six practices which will help service providers offer a more positive experience for their customer. 

Listening is a critical component when determining the needs of your customer. Does everyone listen? 

Addresses ten simple yet crucial skills which form the very foundation for delivering exceptional customer service on the phone. 

To be truly successful in addressing customer needs, everyone, regardless of job title or responsibilities, must bring passion, motivation and a personal commitment to delivering exceptional service. 

WAYMISH is an acronym for: Why Are You Making It So Hard…for me to give you my money? It represents all the slights and indifferences made by employees and organisations that lead customers to believe that you don't really want their business. 

The Container Store has been one of Fortune magazine’s TM top “100 Best Companies to Work For” for five years in a row. It is a leader in customer service and it has a reputation for having the most enthusiastic and positive employees around. 

Love Your Customers and Love Your Difficult Customers shows that in whatever line of work, customer service is a direct extension of the way both you and your company are viewed by the customer. 

Here are 72 situation-specific, high-quality video clips you can use to tailor your customer-service training in areas such as attitude, communication, problem solving, service recovery, supervising a customer-service department, and more. 

But when it comes to quality initiatives and patient satisfaction, it's the little things that matter most in healthcare... 

The Power of Vision demonstrates that having a positive vision of the future is the most forceful motivator for change-for success... 

Treat your customer like a Guest in your home to provide excellent customer service... 

Use this employee discipline DVD's six-step process to turn problem employees into valuable contributors... 

We cannot control what goes on around us but we can control our perceptions, responses and actions... 

It's a whole new way of looking at the customer service relationship...