This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service provider! Get The Works! and equip your organization with the skills & strategies to increase customer loyalty, reduce client attrition, improve teamwork and manage more effectively. A turnkey employee development training library.  This powerful collection contains […]

Canine Conduct Was it all just a dream? Joe comes to realize that some of the ethical shortcuts he’s been taking around the office could come back to haunt him. It’s time to raise his level of integrity. Suggested Topic Applications: Staff Meetings Team Building Internal Service Managing Change Ethics & Integrity Running Time: 3 […]

Avoid Problems Before They Start! The first few weeks at a new job can be challenging and every organization has its own set of rules and procedures. The eight vignettes in this program will help you rnew team members avoid problems early on! Topics covered include dress code, personal phone calls, tardiness, office politics, internal […]

Address and Establish Email Policies for your Organization E-mail has quickly become an essential part of business communications. Along with benefits come some serious pitfalls. Your team is sure to enjoy a lively discussion of topics such as jokes and personal e-mails, confidentiality, avoiding harshly worded e-mails, accidentally replying to all and much more. Perfect […]

Identify and Discuss Common Customer Service Challenges Perfect for ALL customer contact employees. Eight wrong-way vignettes put your class in charge of determining what went wrong and how each customer interaction should have been handled. This program features vignettes with really irate callers, rambling customers, sexual harassment by a caller, knowing when to escalate upset […]

Eight More Common Customer Service Challenges Eight MORE wrong way vignettes put your class in charge of determining what went wrong and how each customer interface should have been handled. Scenes include dealing with elderly customers, cell phone callers, condescending callers, callers under the influence, clients who misuse products, threatening callers and much more. Perfect […]

Delivering Feedback: Fixing Performance Problems Whether it’s at an appraisal or part of everyday interaction, delivering feedback is one of the most important, yet difficult skills an effective manager needs to develop. Your managers will learn to use the C.E.D.A.R. model to prepare for and engage in constructive feedback sessions. This DVD-based content is included when […]

Gaining Commitment: Setting Performance Objectives That Work Performance objectives can be as specific, agreed upon and as time-bounded as you like, but unless they are actually achieved, they’re useless. This course provides new insights into getting team members emotionally and intellectually engaged in achieving their objectives. The manager plays a key role in engaging their […]