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Passion for Service Excellence demonstrates how to deliver excellent service. You will learn that when you’re passionate about your work, making a positive first impression, giving a warm greeting or responding quickly to questions, will all flow naturally. The case study video segments in this course show how different organizations achieve service excellence, from phone calls to relationships, from product knowledge to handling complaints. Each person featured in this video delivers service from the heart.

Once this video/course is completed, you will have learned that loving what you do, having a desire to learn and to go that extra mile, are what add up to brilliant service. You will have strategies to make a positive first impression, build friendly relationships with customers, use your product knowledge effectively, understand customer needs and deliver solutions. You will have learned to turn complaints into commendations.

Learning Objectives

  • Identify the difference when people want to provide exceptional service
  • Examine ways of being passionate about your work
  • Identify how to make a positive first impression with a happy voice, positive greeting, fast response and professional image
  • Build friendly relationships
  • Know your product
  • Understand needs and deliver solutions
  • Turn complaints into commendations

Interactive eLearning course

This video program is also available as a short stimulating eLearning course with interactive learning modules, recap activities, inline video and quiz assessments, designed to engage learners and build skills.

This is available as part of

Workplace Excellence Series
This outstanding series of documentary case study med in best practice organizations - an online ness, a travel business, an Australian city government and a school. Meet the managers and staff who provide powerful strategies for business success and staff nd out how these organizations achieve work... read more
Release Date
Jan 1, 2020
Video Running Time (minutes)
Course Length (minutes)
Course ID


Leaders Workbook

Only preview versions of handouts can be viewed without a license.

Component Items

This is a compilation item which contains other items. Licensing this one item causes all of the following items to be licensed.

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
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
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... read more
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
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
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