In this short 1 minute video you will learn the three step approach to calming upset customers.
This video deals with various aspects of time management including organising tasks, email management and ways to reduce time wastage and interruptions. There is a workbook for this video.
Showing empathy is a key skill to develop in a customer service, sales or leadership role. This video details ways to show empathy and how to more clearly understand it. Use the workbook to help complete the questions and empathy plan. There is a workbook for this video.
In this video, you will learn about the difference between non-sexual harassment and sexual harassment at work. You will understand what sexual harassment is, how to avoid doing it accidentally and what to do if you are a victim. There is a workbook for this video.
In this 10 minute version, we examine the main questioning skills and how to use them for effective conversation control. Open, closed, leading, echoic, rhetorical and clarifying questions are all explained. There is a workbook for this video.
In this video, you will learn some basics around problem solving techniques. We examine problem solving theory, types of problems and steps you can follow to look at solving problems. There is a workbook for this video.
This 10 minute video explains in detail how you can create a positive first impression of your business to customers. You will learn some key techniques that will be easy to apply in phone and face to face situations. There is a workbook for this video.
This 10 minute video explains the steps in negotiation and some tips on how to effectively negotiate. You will learn about the stages of negotiation, a beneficial outcome and useful tactics in a negotiation. There is a workbook for this video.
Most of us have varying ideas of what stress is and what it can do to us. Stress is your body’s way of responding to any kind of demand, it can be caused by both good and bad experiences. Managing stress can help you be much happier in life and help you find a good work / home balance.
In this 10 minute video module, we explain the importance of managing the needs of your customers and ways in which you can do that. It starts with good listening and understanding your customer so you can lead them to the best outcome. There is a workbook for this video
In this video, we explain some important aspects around communication and in particular how to listen more effectively. Reflective and active listening are great ways to help ensure you communicate well and help to make sure there is a shared understanding between those communicating. There is a workbook for this video
This 10 minute video explains the basics of selling including the concepts of uncovering customer needs, handling objections, features and benefits and closing the sale. There is a workbook for this video
In this 10 minute video, we explain how to improve you influencing skills. You will learn the six laws of influence, seven traits of influential people as well as the difference between persuading, manipulation and negotiating. There is a workbook for this video.
Difficult Customer Techniques - This 10 minute video outlines ways you can deal with difficult customers and how you can calm them down. You will learn a few techniques on dealing with difficult customers. There is a workbook for this video.
In this video, we explain in detail about handling conflict. We cover off ways to tackle conflict, types of conflict and how you can use conflict effectively in the workplace. Learn how to manage conflict and techniques for delaing with it. There is a workbook for this video.
No description available
This 10 minute video provides some tips and techniques to help deal with difficult customers. You will learn about de-escalation techniques, understanding emotions and more ways to manage difficult customers. It is designed as a more advanced training video than a beginner would learn from. There is a workbook for this video.
This 10 minute video contains information on how to deal with various difficult customer types including the non stop talking custmer, angry customers, know-it-all customers and customers with a language barrier. You will learn a number of techniques in dealing with these types of customers. A workbook is available for this video.
This video helps you understand how to hold an effective difficult or courageous conversation. It also provides tools for giving and receiving effective feedback. There is a workbook for this video.
In this 10 minute video you will learn some tips on delegation and some techniques to easily apply in your role. We will also cover the steps and levels of negotiation. There is a workbook for this video.