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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
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
Boomerang - The Power of Reciprocity
Boomerang - The Power of Reciprocity is a simple engaging course with an animated video that explains how reciprocity can help or hinder is in interactions and relationships at work.Psychologist Peter Quarry explains that the Reciprocity Urge is a basic drive in all of us. It compels us to return fa... read more
New Release
Interactive course with lessons, pre-test, and post-test
Calming a Complainer
The Calming a Complainer course provides skills to deal wth comlpainers professionally and calmly by examining an amusing case study: Barney is irate because his car is blocked in, and gets increasingly angry when his complaint is mismanaged. He shows how when someone is angry and complaining, you n... read more
Interactive course with lessons, pre-test, and post-test
Can I Help You?
Can I Help You? is a course showing how to engage customers from the first moment rather than being robotic. Entrepreneur Pete Williams explains to Eve Ash how to engage customers and avoid service turnoffs with new approaches and positive body language and tone to ensure a positive guest experience... read more
Interactive course with lessons, pre-test, and post-test
CARE in a Meaningful Way
A person who cares is polite, considerate, patient and understanding. They go out of their way to make others feel valued, or to feel more confident in themselves. They are sensitive to how others are feeling. In this course psychologist Eve Ash explains that meaningful CARE encompasses Concern, Act... read more
Interactive course with lessons, pre-test, and post-test
CLEAR Service
CLEAR Service is a course 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 o... read more
Interactive course with lessons, pre-test, and post-test
Consistent Sensational Service
Caring for customers and what they're going through, especially in tough times, builds trust. Customers love to do business where they feel happy and satisfied. And when it is consistently excellent service, satisfied customers will keep coming back to you. They will tell others about the wonderful ... read more
Interactive course with lessons, pre-test, and post-test
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
Developing Sales Capabilities
This course shows how to develop sales people to easily achieve success. Sadhana Smiles explains to Eve Ash how to hire for attitude and use work tests when recruiting and hiring. Sadhana says the key ingredients for developing your sales people are to hire the right people, set a strong path from t... read more
Interactive course with lessons, pre-test, and post-test
Engage with Clients Virtually
Improve your dealings with clients online by adopting simple strategies recommended by psychologist, Peter Quarry. Learn seven easy ways to immediately improve your approach to online clients and customers.Enhance any online customer communication. Learn to respond quickly, personalize your approach... read more
Interactive course with lessons, pre-test, and post-test
