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SERVICE PROBLEMS: List of resources
Title & Format Description
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Insights and Strategies Series
Inspire best practice performance with up-to-date knowledge, insights and strategies from a range of business leaders ...
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Switch On Series
The SWITCH ON SERIES has been created by psychologist Eve Ash to help people identify and change negative thinki...
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Getting Motivated
An animated series developed by psychologist Eve Ash to help people get motivated. Learn how to create a positive min...
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Damage Control
In Damage Control you will explore a case study of a product launch delivery disaster and a very angry client - all s...
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Dealing with Conflict Case Studies
These four case studies taken from three programs by Ash Quarry, provide great discussion starters for workshops and t...
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Handling the Difficult Customer
In some workplaces people deal with really difficult customer or clients... often all day long. Psychologist Peter Quar...
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Managing Difficult Customers and Complaints
Ideal for group training and self-development..with excellent workbook and handouts. Psychologist Peter Quarry and a ...
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Overcoming Objections
Ideal for group training and self-development. With excellent workbook and handouts. Psychologist Peter Quarry and ...
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Passion for Service Excellence
See the difference when people want to provide exceptional service. Learn that when you’re passionate about you...
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Managing Aggression in the Workplace
This program explores how to prevent aggression at work and how to reduce risk and/or manage it when it happens. A mus...
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The Psychology of Saying Sorry
Find out why people have such difficulty apologizing when something has gone wrong. Discover the benefits of apolog...
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Dealing with Abusive & Threatening Calls
Discover the six skills for managing angry, abusive and threatening callers and how to end a call professionally. ...
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Sales & Service Turn-Offs
Identify the ten core principles of excellent service and what typically turns customers off. ...
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The Power of Empathy
Discover the benefits of empathy. Learn techniques for getting out of the 'anger trap' and dealing with emotio...
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Handling Upset Customers
from the series: Hotlines Series
One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. They have t...
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Managing Anger & Abuse
from the series: Hotlines Series
When customers are angry it is important to deal with them effectively and professionally. ...
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Secret Service Awards
The Secret Service Awards is where 'Candid Camera' meets 'MTV'! Viewers have sent in their own secretly shot videoclips ...
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Solving Problems
from the series: Hotlines Series
When faced with a problem staff need to clarify the issues clearly and constructively. They should be resourceful whe...
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Managing Disagreements Constructively
This video covers the range of ways to manage disagreements and conflict. Understand that there is no one right wa...
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Dealing with Difficult People
Develop techniques to handle angry, abusive or uncooperative people. ...
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Handling Complaints
Resolve problems and gain positive outcomes from difficult situations. ...
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Receiving Feedback - Advanced Skills
Not everyone is skilled at giving feedback. This places a greater emphasis on the "seeker" to handle the "giver" in...
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Handling Difficult People
from the series: People Skills Series
Learn practical skills to deal with the know-all, the aggressive person, the joker, the complainer and the dodger. ...
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Staff Can Do Too
Teach frontline staff to meet customers' needs with the CAN DO formula. ...
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