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