Welcome to the Customer Service Communication Skills version of the Performance Excellence video series. This is the sixth video lesson in a series of 12 and provides you with five learning points to help you handle your mistakes once you run into a service situation gone wrong. To give great service, one of the things you have to learn to do is LOVE customers. Not like them. Not tolerate them. Not endure them. LOVE them. If your organization doesn’t serve customers properly, you can bet customers will replace you with someone who will. This video series will help you communicate properly with customers, generate satisfied customers, and contribute to a great customer service organization!

This video is part of the Customer Service series, Part 1: Before the Customer Arrives! In an era where many companies offer similar products and services at similar prices, it’s often hard to stand out.  But if you offer the best customer service around, you’ll win more than just customers - you’ll win loyal customers.  The kind that keep coming back and tell their friends to do the same.  If that sounds good, this video training series with accompanying workbooks is exactly what you need!

You can't help but notice that almost everything we do now has a chance of being recorded, reviewed and presented to the entire planet. Without question, customers are making their buying decisions based on what they see online.  This new kind of customer feedback puts service providers in a very vulnerable position, but there is something you can do about it.   "Customer Service Gone Viral" video program shows how to avoid customer service problems that lead to negative feedback. The video's host guides viewers through a variety of customer service problems presented as viral videos, recorded phone conversations, music videos, rants and blogs.  Each problem in the video is followed by a practical, real world solution.

This video addresses how to coach new people. Ideas such as welcoming them, giving feedback, encouraging new skills and being a good role model are discussed. Carlos has been asked to help newcomer Dion settle in, like Alex helped him when he was new. Skills covered include first introducing newcomers to the corporate culture (Marcus uses two toy kangaroos, to the bemused Dion and Tatiana) and welcoming questions. Please Note: These videos are designed to provoke discussion and response. They are fast paced, short, character-driven TV style comedies that take a new approach to reaching today's learners. By laughing, discussing, sharing outrage, and reacting to the behaviors on screen, we can use the resulting feelings and thoughts to develop a clearer shared view of how we want our teams to behave and to better manage these types of situations. These programs partner well with the Switch On and/or Workplace Excellence series, also by Seven Dimensions.

Welcome to the Coaching Your Team to Higher Performance series, the Stage 3: Norming session. While it may appear as though there may be a time when the team’s coach could pause, take a breath, and relax a bit, quite the opposite is true. Just because the team has begun to be productive—working well together, meeting deadlines and completing tasks—success is not guaranteed. In this stage, the coach has to become a master facilitator, ready to intervene as needed. A quiz that covers the series is included with the last course, "Coaching Your Team to Higher Performance-Assessment."

Welcome to our Advanced Supervisor series on Coaching. Formalized coaching is one of the most powerful ways to achieve true "transfer of learning" from any development activities.  In this series, we’ll show you how to use a formalized coaching process.  This is the first video in a series of seven and is designed to help you coach people the way THEY NEED to be coached, depend

Welcome to the Accountability programs. This is the fifth and final video of this program and is designed to help you with the transformation of accountability and how organizational success is improved when everybody takes ownership. Things like inefficiencies, rework, defective products, misunderstandings, or theft, happen because there’s no one taking responsibility to fix them. This five-part program will help leaders run the company in accordance with standards for performance excellence and help employees do the right thing, the right way, every time, all the time. This video is designed for managers, but individual contributors at any level will gain value from the content. The program list is included as a reference to the recommended viewing order.

In this dynamic video, Commander Scott "Yogi" Beare, U.S. Navy (Retired) uses his experience with the Blue Angels to help your team reach new heights. Some of the ideas addressed in this video are: 1. Identify 12 keys to unlocking the power of teamwork. 2. Recognize and appreciate that high performance teams are the result of intensive training, detailed procedures, shared values, and trust. 3. Understand that to create positive synergy, teams must have the right people in the right places—all focused on achieving a common goal.

In this course, you will learn about supporting the absorption of new learning or training in your employees. You will learn about how to keep the information fresh in their minds, as well as ideas for extending the training to others in your company.

Welcome to the Leadership Best Practices series, Part 3: The Irrefutable Laws of Leadership. Many leaders set out laws they believe are certain, undeniable and indisputable. Explore which ones have the most validity in your career. A quiz that covers the series is included with the last course, "Leadership Best Practices - Assessment."