Search Video Library for: Personal Performance, Customer Service
Johnny the Bagger® A True Story of Customer Service™
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.
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.
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.
It's a Policy Thing
Correcting mistakes and diffusing a customer's emotions; upholding company policies while meeting a customer's needs at the same time.
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.
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.
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.
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.
Are You Going to Get That?
How to best handle phone calls while also helping another customer in person.
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.
You're the Third Person I've Talked To
Dealing with a customer who is angry because of being transferred too many times.
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.
Johnny the Bagger® - Final Thought
How to provide service from the heart
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.
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.
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.
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.
Let Me Make Myself Perfectly Clear
Meeting a customer's needs without going against company policy.
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.
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.
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.