Your customers deserve the same level of service and respect, regardless of age, ethnicity or national origin. Most of your customer service representatives already know this and act accordingly. But since your employees all bring their own individual opinions and biases into your establishment, it’s important to ensure that everyone is on the same page on this very important issue. This program helps you created a culture of inclusiveness and equal treatment throughout your organization.
Languages: English
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Listening Under Pressure: The Customer Service Challenge
Helping customers can be a real challenge. Sometimes things get busy, and a lot of responsibilities hit all at once. Other times, customers approach you with problems that aren’t easily resolved. Either way, good listening skills are essential for dealing with such high-pressure situations. In this program, you’ll learn about: Attentive Listening, Active Listening and Objective Listening. If you practice these three skills, helping customers and solving their problems will become second nature. Even in high-pressure situations.
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We’re All Different: Diversity in the Workplace
Today’s workforce is changing. Coworkers are now more likely to come from other countries, or from different cultural or ethnic backgrounds. Many of us find ourselves working side-by-side with others who are not just like ourselves. We’re all human, so friction is inevitable. But it is particularly counterproductive when conflict is blamed on difference rather than on workplace issues that can resolved through open communication. The program teaches the value of keeping an open mind, focusing on common goals, and accepting each other for who we are.
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The Art of Customer Service
Excellence in customer service boils down to three basic ideas: give customers the attention they want, the respect they deserve, and the time to answer their questions and take care of their needs. This newly revised program uses humorous scenes mixed in with first-person responses to tell viewers what customers really want. Attention, Respect and Time. It seems so simple, yet today’s customers generally feel that service has gotten worse. Use this show to bring the message home to your employees and make it stick: customer service is an ART.
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Leveraging the Spotlight of Leadership: What Every Leader Should Know
Managers and executives sit in a natural spotlight because of their leadership role. Professor Conger describes this spotlight-both the pros and the cons-and explains how to sue its power to set direction, lead your people and guide their decision making. He explains four specific techniques: Use story telling to emphasize your focus and leave a lasting impression, Guide with simple memorable rules called the “must dos”, Set standards through modeling and Signal critical shifts in priorities through “memorable moments”.
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The Best Service Is No Service
Pressures to reduce costs and increase customer loyalty are greater than ever. Bill Price argues that the best place to start is by eliminating the need for customer service. This game-changing approach treats service as a data point of dysfunction since it is almost always needed either to fix mistakes or resolve customer confusion. Eliminating the need for service, therefore, is the best way to satisfy the vast majority of customers.
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On To Edmonton
The search for Star Racer hopefuls heads west as casting of the eight Karters continues at the National Karting Championships in Edmonton and four more of the pre-qualified Others are introduced. In pursuit of the same – and solitary – prize, the tension between the Karters and the Others is palpable, as the Karters still struggle to qualify for the Star Racer Finals to be held at Mt. Temblant, Que. The episode concludes with joy, heartbreak and a stunning surprise when all 24 Kart racer pre-qualifiers gather in the garage to hear the judges’ decisions and learn which racers make the cut and will be heading to Mt. Tremblant, and which racers are going home. In a last-minute twist, two additional Karters are put on the reserve list… the race is on!
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On to Tremblant
Episode Three revives the dream of one lucky driver who just missed the cut at the conclusion of Episode Two – a space has opened up for them in Mt. Tremblant. Convening at the mountain resort, the 16 racers are divided into two rival camps – Team Mazda and Team Castrol – each team moving into luxury chalet digs. Each team, in their new team uniforms, assembles on world-renowned track at Le Circuit to meet their instructors, familiarize themselves with the facilities, hear the ground rules at the Jim Russell driving school and sit in the open-wheel racecar for the first time. Then, the star judges, including Paul Tracy and Derek Daly, makes their first appearance and address the hopefuls before they face a battery of fitness tests.
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Bubble Boy Moves Ahead
It’s back to class for the Star Racer competitors. After a safety review, the class moves out onto the track where the key lessons are underscored and then into the F-2000 Van Diemen Racecars for controlled lapping. It becomes evident very quickly who are smoothly making the transition to open-wheelers and which racers are struggling. In the background, the reserve racers also go through the process – nipping at the heels of the qualifiers. The racers take the school test and results are posted – driving the spirit of competition to a new high. The on-track performance of the drivers is evaluated and leads to the first elimination round of the Finals. Two drivers are going home – will they be team members who will be replaced by the reserve drivers, or will the reserve racers see their dreams on the track dashed?
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Down to 12
Today, the racers will face time trials that will send two drivers from each team home. Rivalries between the Karters and the Others – and between Team Mazda and Team Castrol – take hold. At the track, the instructors go through the time-trial instructions and the racers strap into their cars. The track record is set as a marker on the big screen and one by one the racers tear up the track at Le Circuit while the rest look on. Who makes disastrous mistakes under pressure? Who rises to the challenge to turn in perfect laps? The judges evaluate each driver and deliver their verdict, sending four drivers home. Now down to 12, the chalets merge as Team Mazda moves into the Team Castrol house.