Summary: Everyone talks about "customer service." What is it, and why is it so important? As the frontline employee, the customer service representative is the most valuable and visible person to the customers-the one they go to first for every type of information and assistance. In this program, viewers will see how to provide exceptional customer service with a smile, a professional appearance, and a...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2005
View online at AVOD
Summary: Structured around a Bad Boss Quiz, this lively program asks some tough questions about managers while suggesting ways to deal with those who are less than perfect. In addition, a series of Boss Boot Camp segments spotlight a management coach assisting an up-and-coming hotel manager in determining his weak points as a boss and overcoming them. Commentary by Shaun Belding, author of Winning with...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2007
View online at AVOD
Summary: Scenarios Video and Workbook. This is the perfect complement to Sexual Harassment: Crossing the Line. The workbook reinforces materials covered and provides exercises which help users relate the information to themselves. It includes thought-provoking scenarios and asks viewers to decide if each scene depicts a sexual harassment situation. Can be used as a stand-alone unit for educating groups...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2008
View online at AVOD
Summary: Have you ever tried to define "leadership"? How about identifying the skills of a good leader? In this video, one young executive must tackle this difficult task through an assignment from his CEO. By working around the clock, he gains valuable information on leadership skills from some very unexpected sources. Viewers learn how styles of leadership differ, skills that make a good leader, how...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2006
View online at AVOD
Summary: The customer is not always right, but the customer's needs remain the number one priority. This program moves beyond the fundamentals of good customer service to the problems of dealing with more complex and difficult situations: How do you satisfy customers who want something you cannot give them? How do you work out a deal with a customer when you cannot agree on the terms? What are the most...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2007
View online at AVOD
Summary: Provides a seven-day approach for personal improvement and polishing your image—a necessary asset whether you’re a full time student, in the workforce, or both. Covers clothing, accessories, health, and communication—both verbal and non-verbal—and discusses how these aspects of your image impact the way others see you. Will help students’ self-esteem and school/work performance.
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2006
View online at AVOD
Summary: An upset customer is the ultimate test of an employee's professionalism. This program highlights the patience and diplomacy skills at the heart of good customer service, demonstrating the best strategies for dealing with an irate patron demanding immediate attention. Step-by-step dramatizations illustrate the most effective ways of addressing an angry customer, focusing on body language, active...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2006
View online at AVOD
Summary: There is little doubt that e-mail is an extremely useful innovation that has changed, and continues to change, the way we communicate. However, the fact that e-mail is different from both voice- and paper-based communication can be a source of frustration for many people. This program gives viewers an understanding of the conventions that have been developed by e-mail users over the years to...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2006
View online at AVOD
Summary: This video program combines real-world workplace scenarios with up-to-date "how to" narratives to illustrate key concepts and skills for proper telephone techniques. A strong base of communication etiquette is developed through a series of telephone Dos and Don'ts. Students will learn how to deliver the perfect greeting, screen calls, handle irate callers, transfer callers, and use voicemail....
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2005
View online at AVOD
Summary: Every boss has unique expectations and every company has its own procedures and work environment. How can a new hire sort it all out? This program explores the crucial skills every new employee should develop in order to become a valued part of the team. Topics include logistical issues like punctuality and planning the best route to work as well as proper dress, orientation and training,...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2009
View online at AVOD
Summary: Problems are a natural part of the business world, so learning how to solve them efficiently is extremely important. This video demonstrates problem-solving skills for workers in wide range of occupations. Key elements of successful problem solving, such as staying focused, collecting all of the pertinent data, examining the situation from multiple perspectives, and knowing when to ask for...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2005
View online at AVOD
Summary: This video provides students with the basic skills needed to handle all types of business telephone communications. Shows the viewer how to deal with the proper procedures for answering the telephone, taking messages, screening calls, and handling irate callers. Presents the steps for placing calls, including a brief look at the telephone directory, local and long distance calls, efficient use...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2006
View online at AVOD
Summary: This program begins with a look at some of the most basic yet most important of all job skills: being punctual, dependable, and positive; dressing appropriately; and abiding by company rules. Next, the art of organizing tasks and work areas is demonstrated, as viewers learn how to make folders for filing, compile a "to do" list to help control work flow for the day, and much more. Voicemail and...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2005
View online at AVOD
Summary: The only way to remove sexual harassment from school and work is to get educated about the problem and learn ways to deal with it. This informative video explains different kinds of sexual harassment, defines the factors motivating harassers, and provides specific techniques for dealing with the problem. Viewers will see what steps to take if anyone harasses them or if they witness the...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2005
View online at AVOD
Summary: This program offers some useful tools for using the telephone to communicate with customers, and it highlights some of the things customers find most irritating about phone communication: the unanswered phone, answering without identifying yourself, the customer kept on hold for what seems like forever, multiple transfers to other extensions or people, and so on.
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2008
View online at AVOD
Summary: In Canada, retailers lose more than a million dollars every day to employee theft. Enter the pre-employment honesty test. Using a case study of a woman denied employment on the basis of an honesty test as a springboard for discussion, this program provides an overview of this controversial screening device. Issues of question validity, test discrimination, and the proper use of psychometric...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2000
View online at AVOD
Summary: Starting a business is like learning a musical instrument-certain steps and practices are required, or you just make noise. This video shows aspiring entrepreneurs ten principles for creating a solid, profitable company. Developing a realistic plan, seeking guidance from experienced mentors, building rapport with suppliers, and maintaining client relationships are a few of the subjects covered....
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2006
View online at AVOD
Summary: This video teaches beginning workers how to provide good customer service through maintaining a good attitude, projecting positive body language, using the correct tone of voice, and developing rapport with the customer. Also explains and demonstrates proven techniques to placate angry customers. Better service leads to customer satisfaction and is good for both the career of the capable...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2006
View online at AVOD
Summary: Providing a service is different from producing a product because service is produced at the moment of delivery-a one-time opportunity to satisfy the customer which, once lost, is often lost forever. This program shows what the customer expects in the way of service, and how he or she reacts to both good and bad service. The program also describes the service cycle and the techniques for...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2007
View online at AVOD
Summary: Whether or not the customer is always right, customer satisfaction is a crucial part of achieving success in the hospitality industry. This program provides several strategies to improve customer service, outlines the factors that may influence customer needs, and describes the traits and behaviors that are most important to cultivate when working with the public. The video also discusses...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2010
View online at AVOD
Summary: The ability to defuse confrontation and arrive at a solution that is acceptable to everyone involved is a quality that all employers value. This video illustrates how to courteously resolve office conflicts by depersonalizing them, opening the lines of communication, and examining all options in order to come to an agreement. Brainstorming with coworkers is presented as a means of developing...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2005
View online at AVOD
Summary: Ours is increasingly becoming a service economy. It follows that our premiere commodity is customer service. This program describes and defines the problem: what customer service is and what it isn't; the skills necessary to achieve it; the rationale for improving service; the categories of customer service-decision-making service (helping customers decide), problem-solving service (fixing...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2007
View online at AVOD
Summary: This program emphasizes the importance of dealing with stress without damage to either oneself or the goal of working productively to provide service: learning to organize oneself, learning to change unacceptable situations, changing one's approach to problems and situations, and managing deadlines. The program also shows how to manage the stress created by telephonic interaction with customers.
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2008
View online at AVOD
Summary: Being a part of the hospitality industry can be a rewarding experience, but it can also mean working in an environment that poses safety hazards to staff and patrons alike. This program reviews health, safety, and security concerns unique to the hospitality industry, explains how to handle them, and offers ways to reduce the likelihood of them occurring at all. Emphasizing the importance of...
Format: software, multimedia
Publisher / Publication Date: Films Media Group 2010