Products: 1 - 12 of 12
Products Per Page
Product View Style
Appreciative Inquiry Case: Inconsistent Service
Kylie Bell gives a first example of Appreciative Inquiry's use in a situation with a retail client that was experiencing inconsistent customer service. By flipping the define stage to wanting high quality service, she and the client worked to discover what was already happening when they were delive... read more
New Release
DVD style course with completion certificate only
Appreciative Inquiry Case: Poor Reputation
Kylie Bell's final Appreciative Inquiry case study is a local government organization which felt its reputation was poor, based on its service provision. They recast (defined) the problem as wanting a positive perception of their service. They discovered stories of when they received positive feedba... read more
New Release
DVD style course with completion certificate only
Be passionate about your work
Great organizations attract people who love their job. But passion for your work can shine through wherever you are. It comes down to caring about what you do, enthusiasm for doing your job well and the satisfaction of knowing you made a difference to customers. Passion is a combination of pride in ... read more
DVD style course with completion certificate only
Boomerang
Discover the basic drive in all of us, that compels us to return favours, to repay kindness with kindness, to reciprocate when someone gives us something. It is the strong belief that returning good deeds is the right and proper thing to do. BOOMERANG gives a compelling message about how to get the ... read more
DVD style course with completion certificate only
Build friendly relationships
Organizations and companies delivering great service know the importance of building friendly relationships with their clients and community. This is done by showing interest with questions, speaking with enthusiasm and taking extra trouble for clients.Build friendly relationships by: Caring about c... read more
DVD style course with completion certificate only
Customer Service Role Plays
Tasha, Dustin, Charlotte and Sally are put to the test when they are each confronted by an unexpected role play scenario as part of their interview. Learn how to do well even in challenging situations, and even if you have never before been to an interview. Sally's coaching session gives excellent a... read more
DVD style course with completion certificate only
Enhance the Customer Experience
Eve Ash asks Kylie Bell for an example of positive emotions in the workplace. Kylie singles out customer experience: 70% of people's decision to buy comes down to the atmosphere when they walk in. What needs to happen is for companies and organizations to consciously determine the mood and experienc... read more
New Release
DVD style course with completion certificate only
Know your product
Highly knowledgeable staff provide one of the greatest aspects of a customer experience. Be able to answer questions confidently and accurately. Create realistic expectations rather than making vague promises. Influence with positive images and enthusiasm for the possibilities. The more you know abo... read more
DVD style course with completion certificate only
Make a positive first impression
Whether or not your organization deals with the public, employees need to make a positive first impression. Make time to instill the importance of greeting people warmly, handling inquiries and complaints promptly, quickly and efficiently, and being professional in all that you do. This carries over... read more
DVD style course with completion certificate only
Switch On Series
The SWITCH ON SERIES has been created by psychologist Eve Ash to help people identify and change negative thinking patterns. Each program is short with a unique tempo and style, great graphics and music… and no voices! The SWITCH ON SERIES uses a simple approach based on the notion of ‘scripts’ or ‘... read more
DVD style course with completion certificate only
Turn complaints into commendations
When someone complains, it is incumbent on staff to deal promptly and fully with the persons concerns. This requires hearing the person out, making notes and empathizing with their annoyance. Calm them as much as possible; promise to present them with a solution and do so quickly. If necessary, sou... read more
DVD style course with completion certificate only
Understand needs and deliver solutions
Many organizations claim to offer great service; the ones which deliver consist of staff who listen well and tailor their approach to customer needs. They put themselves in the other persons shoes, they are flexible and responsive, and above all they are ready with offerings and solutions that take... read more
DVD style course with completion certificate only
