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  • Telephone Courtesy Pays – Trainer’s pack

    Module includes a comprehensive trainers manual and materials to train 25, featuring participant checklists and role-play exercises.

  • Telephone Customer Service-Basic and Advanced CSR Skills

    If you need a heavy-duty video that covers all aspects of telephone selling and customer service, this is your tape. The scene is a call center. Viewers watch as this very challenging job is broken into ten skill sets: 1. Listening effectively; 2. Extending common courtesy; 3. Avoiding the wrong impression; 4. Using the customer’s language; 5. Gathering customer information; 6. Satisfying the angry customer; 7. Managing technology; 8. Writing effective email; 9. Preparing a mental script; 10. Closing the conversation. Each of these skill sets is explained carefully with examples, and useful hints. Use the whole video as an overview, or create a training session based on just one or two of the skill sets as needed.

  • Safe Hiring: How You Can Avoid Bad Hires – Study guide

    This study guide covers the principles of hiring effective employees and is a compliment to the Safe Hiring: How You Can Avoid Bad Hires video.

  • Unsolved Accidents

    A warehouse worker carrying a box slips in a spot of oil, and breaks his wrist. At first it seems like an open and shut case. But further investigation shows that this accident was actually the result of a number of small shortcuts. This concise tape packs a real punch. Viewers see that this kind of accident could happen anywhere, and the contributing factors are commonplace. Use this video to start a serious discussion on safe behavior, plant rules, and group responsibility for maintaining a safe workplace.

  • Serving Customers – Helping People

    The basis of great customer service is “people helping people”. Remember that the customer in front of you, or on the other end of the phone line, is a person just like yourself. Make your customers feel welcome, ask and listen, give your undivided attention, go the extra mile, show you appreciate your customers’ business. You’ll learn these five rules for better customer service by watching them in action within a dental office, auto dealership, and a hardware store. You’ll also view scenes in a medical practice and a utility company depicting do’s and don’ts for great telephone customer service.

  • Sexual Harassment: Serious Business

    Sexual harassment videos are tough to make: the acting can be forced, the scenarios unrealistic. This award-winner is the exception. You’ll follow five realistic story lines:
    Stories 1 and 2: Tina’s a chatterer, and the department is getting tired of overhearing her graphic phone calls as she brags about her active social life. Meanwhile Jason’s using the fax machine to send explicit cartoons. Viewers learn that a “hostile work environment” can be created even if the behavior is acceptable to the intended recipient.
    Story 3: Linda’s been flirting with Stan. Watch as this leads to unwelcome sexual conduct, and an environment that disrupts the rest of their team.
    Story 4: Ed indicates to Janice that her job depends on her willingness to date him-a classic case of “quid pro quo” harassment.
    Story 5: Saundra makes a claim of harassment to get even with her boss for not giving her a promotion. But the investigation soon develops into a case of wrongful allegations.
    These vignettes present realistic scenarios. Some problems solve themselves through communication, but others result in serious consequences.
    Teach employees: why preventing sexual harassment helps everyone; how to respond to quid pro quo harassment; how to confront harassers and tell them to stop unwelcome behaviors; the negative impacts of workplace flirtations; proper procedures for reporting and investigating complaints; the consequences of false accusations. Includes free 16-page leader’s guide.

  • Harassment and Diversity: Respecting Differences – Study guide – Manager Version

    Harassment is not just about sex. It can also be about race, religion, age, disabilities and other protected characteristics. This dramatic story shows an all-too-common situation, where friction between employees grows from “just kidding around” into illegal harassment. Our narrator, Bruce Sarchet, an employment law attorney with Littler Mendelson PC, the National Employment and Labor Law Firm(R), details the steps necessary to resolve the situation and protect both the company and the employees.

  • Hiring Success: A Step-by-Step Guide

    In this entertaining video, you’ll learn techniques that will help you find the best candidate for every position you need to fill–how to determine which applicant is most likely to be successful in your organization and as part of your team. But more than that, you’ll learn about the legal issues in hiring: how to avoid discrimination, and be fair to all candidates throughout the application process–especially in the questions you ask. After learning the eight-step hiring process presented in this video, you’ll be prepared to boost your own success in finding the right person for the job. Includes free study guide and extra study guides are available for purchase.

  • Hiring Success: A Step-by-Step Guide – Study guide

    This study guide covers the principles of hiring effective employees and is a compliment to the Hiring Success video.

  • Hiring Success: A Step-by-Step Guide – Instructor’s Manual

    This instructor’s manual covers the principles of hiring effective employees and is a compliment to the Hiring Success video.