Search Video Library (21 Assets Found)
Remastered in 2019! Inspire your workforce to deliver service from the heart. Based on the work of noted author and speaker, Barbara Glanz, this inspiring, best-selling program features the true story of "Johnny," a young man who made a positive choice about his personal responsibility to provide from-the-heart service and changed the culture of an entire organization.
What is customer service... really? What does it look like? Why is it important? This thought-provoking, powerful short video uses impactful imagery, video and music to encourage discussion on the importance of serving customers - inside or outside of your organization.
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.
Correcting mistakes and diffusing a customer's emotions; upholding company policies while meeting a customer's needs at the same time.
Offering internal customers solutions when their needs have not been met.
Handling interruptions effectively; putting your focus on the customer even when you're busy.
A thought-provoking video that uses music,text and graphics to inspire and stimulate discussion about customer service.
This inspiring new short version features a paraphrased story of "Johnny," a young man with Down syndrome who made a positive choice about his personal responsibility to provide from-the-heart service and changed the culture of an entire organization.
Dealing with a customer frustrated by an automated phone system.
Dealing with a customer whose expectations for timely delivery have not been met.
Dealing with a customer who is angry because of being transferred too many times.
Introduce how a service representative's response is the key factor in creative a positive customer experience.
Summarizing key points of the "Glad I Could Help" approach to meeting customers' needs.
How to provide service from the heart
These days, when most people pick up the phone, write an email or walk into an office or store, they pretty much expect the service they're going to get is indifferent or even just plain awful. Little things like… Thanking the customer and empathizing with their situation. Acknowledging their emotions, rather than ignoring them. And reassuring the customer that your goal is to help… Those are the kinds of things that make customers feel like you really care.
How to best handle phone calls while also helping another customer in person.
Ours is a complex, fast-paced world. We all know about the treadmill analogy. Some of us run pretty fast. The mind has a hard time catching up with the body. Some of us don’t so much identify with the treadmill as we do the Tasmanian Devil. Either way, we’re moving fast and we need a break.
Kindness is a virtue. You might have heard that saying before. It's especially true when working, serving or managing others. Based on the work of Barbara Glanz, Hall of Fame Speaker, this thought-provoking, powerful short video uses impactful imagery, video and music to encourage discussion on the importance of being kind and civil to one another.
Dealing with a difficult customer - it takes work, but the benefits are easy to see.
Meeting a customer's needs without going against company policy.