Search Video Library for: Personal Performance, Sales & Service
Redirection With a Coworker
How using positive redirection with a coworker improves relationships and performance.
Why Did I Push All Those Buttons?
Dealing with a customer frustrated by an automated phone system.
You Promised It Would Be Here Today
Dealing with a customer whose expectations for timely delivery have not been met.
Life is a Series of Presentation - Introduction
Introduces the concept that life is a series of presentations.
I Can A.C.E. That Problem
Review and reinforce the A.C.E. It!™ problem-solving model.
SMART-START™ Government Pride: Serving in the Public Sector
Create a true sense of purpose in leadership,service,learning and growth for those people who serve in the United States public sector.
Glad I Could Help: Real Customer Service Situations for Discussion
Glad I Could Help illustrates to employees how to respond positively in difficult customer service situations. Employees will see the most common internal and external customer service situations, both over the phone and face-to-face.
A.C.E. It!™ How to Solve Tough Workplace Problems
Does your organization recycle the same tired approaches to problems that never seem to go away? Equip your workforce with a proven problem-solving model to tackle poor quality, inefficiency, uneven performance and more. Individuals or teams can solve any problem once and for all when they learn to A.C.E. It!
A.C.E. It! - Opening Montage/Perspectives/Introduction to A.C.E. It Steps
Acknowledge the variety of tough situations that can arise in the workplace and introduce easy problem solving steps.
Redirection With a Team Member
How using positive redirection with a team member improves relationships and productivity.
You're the Third Person I've Talked To
Dealing with a customer who is angry because of being transferred too many times.
Johnny the Bagger® - Final Thought
How to provide service from the heart
This Needs to Go Out Today
Offering internal customers solutions when their needs have not been met.
Where Are the Drop Cloths?
Handling interruptions effectively; putting your focus on the customer even when you're busy.
Glad I Could Help - Opening Montage/Service Attitude Introduced
Introduce how a service representative's response is the key factor in creative a positive customer experience.
Glad I Could Help - Program Conclusion/Summary/Review
Summarizing key points of the "Glad I Could Help" approach to meeting customers' needs.