Search Video Library for: Personal Performance, Customer Service

No Problem! Serving Others with Respect™

These days, when most people pick up the phone or walk into an office or a store, they pretty much expect the service they're going to get is indifferent at best, and most of the time is going to be plain awful. It doesn't have to be that way! The truth is... we all make the difference in how a customer feels about our organization; not a policy, not a manager... It's us. Period. If you can help move a customer issue or complaint to a “no problem", then you're going to feel great about doing what you do. And, your customers are going to go away feeling like you treated them right.

Topic: Customer Service Learning Paths: Leadership, Personal Performance Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Onboarding, Sales & Service Closed Captioned

Johnny the Bagger® A True Story of Customer Service™

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. Use Johnny the Bagger to empower and excite all employees about bringing their best service to the front-line of business.

Topic: Customer Service Learning Path: Personal Performance Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Motivation Closed Captioned
Are You Going to Get That? (from No Problem!)

Are You Going to Get That? (from No Problem!)

Being interrupted by a ringing phone when you're dealing with a face-to-face customer can be a real challenge. It's like you're being pulled in two different directions at the same time. So, what do you do? Well, in most cases, the best approach is to focus on making sure the customer you're dealing with face-to-face takes priority. To do that, ask the customer for permission to put the caller on hold and wait for their response. Then, ask the caller to hold. And finally, thank the customer for waiting and finish up.

Topic: Customer Service Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Sales & Service Closed Captioned
Let Me Make Myself Perfectly Clear! (from No Problem!)

Let Me Make Myself Perfectly Clear! (from No Problem!)

Like it or not, you're going to deal with angry customers from time to time. And no matter how much they might test your patience, it's really important to keep a mindset that there’s “no problem” to big that can’t be solved. First, start by just letting the customer vent and acknowledge their emotions. Let them know you're listening by restating or agreeing with something they've said. If necessary, gently confront the angry customer to help gain control of the situation. And then, when you feel it's appropriate, begin to move the customer toward a solution.

Topic: Customer Service Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Sales & Service Closed Captioned
This Needs to Go Out Today! (from No Problem!)

This Needs to Go Out Today! (from No Problem!)

It can be easy to forget that our internal customers are just as important as our external customers. Sometimes, we tend to take the people we work with for granted. But that's no excuse for not caring; or drawing other employees into the situation. Instead, you should focus on fixing the problem. Look for alternative solutions. And be sure to follow up to make sure things are taken care of.

Topic: Customer Service Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Sales & Service Closed Captioned
You’re The Third Person I’ve Talked To! (from No Problem!)

You’re The Third Person I’ve Talked To! (from No Problem!)

Being on the receiving end of a caller that has been transferred a lot of times - especially when the people they've talked to before haven't been very helpful - can really test your customer service skills. There are a couple of things you can do. Be sure to empathize with the caller. Assure the customer that you can help. And, finally, if it's absolutely necessary to send the call to a manager, ask the customer for enough information to make sure that you can direct the call to the right place. And then explain what actions you're going to take to fix the problem.

Topic: Customer Service Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Sales & Service Closed Captioned
You Promised It Would Be Here Today! (from No Problem!)

You Promised It Would Be Here Today! (from No Problem!)

There's going to be times when you (or someone in your organization) will have to deal with a customer whose expectations aren't being met - for whatever reason. Stay away from making excuses, grilling the customer, or questioning what a co-worker has promised. Instead, stay positive and keep your focus on what you can do to solve the customer's problem. To do that, thank the customer for calling. Do everything in your power to fix the problem. Offer the customer something extra. And be sure to leave things on a positive note by renewing the relationship.

Topic: Customer Service Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Sales & Service Closed Captioned
It’s A Policy Thing (from No Problem!)

It’s A Policy Thing (from No Problem!)

Policies and procedures are good and necessary parts of doing business. But they can easily become an excuse for just telling the customer what you can't do... rather than letting them know what you can do. Obviously, every situation is different. But working to find a real win-win solution - even if that means getting approval to make an exception to a policy - is one of the best ways to ensure long-term customer loyalty. To do that, always be sure to empathize with your customer. Reassure the customer that you will do everything that you can to help. Then use your best judgment to make it right.

Topic: Customer Service Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Sales & Service Closed Captioned
Why Did I Push All Those Buttons? (from No Problem!)

Why Did I Push All Those Buttons? (from No Problem!)

We all know that customers can get frustrated when dealing with automated phone systems, right? So, when you run into that kind of a situation, avoid making excuses or saying things like - "I know - I hate pushing all those buttons, too." Instead, thank the customer for waiting. Empathize with how frustrating it can be. Reassure the customer that you're willing to help. And be sure to keep your tone of voice and choice of words positive.

Topic: Customer Service Learning Paths: Leadership, Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Sales & Service Closed Captioned
Your Path to Success™ Serving Others

Your Path to Success™ Serving Others

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.

Topic: Sales & Service Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Customer Service, Personal Improvement, Professionalism Closed Captioned
Customer Service Is...™

Customer Service Is...™

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.

Topic: Customer Service Learning Path: Personal Performance Type: Discussion Generators Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Learning Reinforcement, Professionalism
Johnny the Bagger® - Short Version

Johnny the Bagger® - Short Version

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.

Topic: Customer Service Learning Path: Personal Performance Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Office & General, Retail & Hospitality, Government Other Topics: Change, Communication, Interpersonal Skills, Motivation, Professionalism
Johnny the Bagger® - Final Thought

Johnny the Bagger® - Final Thought

How to provide service from the heart

Topic: Customer Service Learning Path: Personal Performance Type: Video Summary Suggested Industry Usage: Office & General, Retail & Hospitality Other Topics: Change, Communication, Customer Service, Interpersonal Skills, Motivation, Professionalism
Service from the Heart

Service from the Heart

An engaging video that shares the powerful truths about the positive difference from-the-heart service can make for everyone who does business with your organization.

Topic: Customer Service Learning Path: Personal Performance Type: Meeting Openers Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Change, Motivation, Professionalism
SMART-START™ Customer Service: Think Like a Customer

SMART-START™ Customer Service: Think Like a Customer

A thought-provoking video that uses music,text and graphics to inspire and stimulate discussion about customer service.

Topic: Customer Service Learning Path: Personal Performance Type: Meeting Openers Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Interpersonal Skills, Professionalism
Your Path to Success™ (The Complete Series)

Your Path to Success™ (The Complete Series)

Wouldn't it be nice to have a personal playbook of helpful tips and tricks while plugging away at the office, shop, plant, studio, etc.? A resource that would help you tackle tough workplace situations using easy-to-implement, common sense tactics and concepts. This new series of short, thought-provoking modules is a great way to face typical workplace issues - both strategically and respectfully. There is no better time than the present to get working on your path to success.

Topic: Personal Improvement Learning Paths: Ethics & Compliance, Diversity, Equity, Inclusion & Belonging, Leadership, Personal Performance Type: Off-The-Shelf Video Program (ILT) Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Collaboration, Communication, Effective Leadership, Professionalism Closed Captioned
The Customer Who Got Up on the Wrong Side of the Bed (from Bad Apples™)

The Customer Who Got Up on the Wrong Side of the Bed (from Bad Apples™)

Dealing with a difficult customer - it takes work, but the benefits are easy to see.

Topic: Interpersonal Skills Learning Path: Personal Performance Type: Video Vignettes Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Change, Communication, Customer Service, Interpersonal Skills, Professionalism Closed Captioned
Kindness Is...™

Kindness Is...™

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.

Topic: Workplace Civility Learning Path: Personal Performance Type: Discussion Generators Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Communication & Influencing, Culture Commitment, Customer Service, Interpersonal Skills, Learning Reinforcement, Professionalism
Article: Stressed? Take a Break!

Article: Stressed? Take a Break!

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.

Topic: Reducing Stress (Work & Life) Learning Paths: Leadership, Personal Performance Type: Trainer Resource Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality Other Topics: Customer Service, Discussion Trigger, Employee Wellness, Mental Wellness & Health
SMART-START™ Sales Truths

SMART-START™ Sales Truths

A clear-cut video that uses music,text and graphics to energize a group and share the fundamental truths of successful selling.

Topic: Sales & Service Learning Path: Personal Performance Type: Meeting Openers Suggested Industry Usage: Healthcare, Industrial & Manufacturing, Office & General, Retail & Hospitality, Government Other Topics: Communication, Professionalism
SMART-START™ Government Pride: Serving in the Public Sector

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.

Topic: Motivation Learning Path: Personal Performance Type: Meeting Openers Suggested Industry Usage: Government Other Topics: Effective Leadership, Sales & Service