The Best Service is No Service
With the ever-present need to reduce costs and boost customer loyalty, Bill Price argues that companies should challenge the need for customer service in the first place. This game-changing approach treats service as a data point of dysfunction since it is almost always needed either to fix mistakes or to resolve customer confusion.

Executive Leadership Collection
Strong leadership is critical to the success of any enterprise, and the most powerful value-based leadership styles are powerful. Effective leaders frequently use everyday actions to model the traits that reflect the values of their organizations. This 10-DVD set presents invaluable skills and leadership techniques from some of the brightest thought leaders in modern business.

Driving Innovation in a Tough Economy
After reinventing itself years ago from a software-for-PCs producer to a software-for-the-enterprise producer, Microsoft is now in the midst of a multi-year initiative to transform itself again—to a software-plus-internet-services provider. And Microsoft remains committed to that transformation, notes Chris Capossela, despite the global economic downturn. In fact, it sees the crisis as an opportunity to rally all parts of the company behind its “big, big bets” for the next five to ten years.

Happiness Matters
Tony Hsieh discusses the different ingredients used by Zappos.com to build a long-lasting enduring brand, including the importance of customer service and company culture.

Organizing Your Business Around the Customer
Customer relationship management is all about keeping customers happy. But not all customers are created equal. Roger Siboni explains that the secret is in differentiating your best customers, giving them personalized service, and rewarding them for their loyalty.

What Drives Phenomenal Success?
According to Colleen Barrett, success comes from an idea that is so simple, nobody quite believes it: customers return because they like the experience and they like the way they are treated. Her guiding rule is to hire on attitude and then train for skills, seeking individuals who will take the business—but not themselves—seriously.

Creating Winning Social Media Strategies
Citing intriguing examples from Oracle, Southwest Airlines, Walmart, Comcast, and Starbucks, Charlene Li shows us how companies can use social media tools to develop more intimate and beneficial relationships with customers.

Garage-Based Innovation
The drive to invent that Bill Hewlett and David Packard shared when they launched HP in a garage decades ago is critical to organizations today. As we shift from a knowledge-based economy to a creative economy, innovation-driven companies will be the leaders. Fortunately, says Phil McKinney, creativity is a skill that can be practiced and learned, and he shares his “FIRE + PO” process for tapping human ingenuity.

A Blueprint for Change
Jacqueline Novogratz explains how entrepreneurial systems that apply the rigors and discipline of the marketplace can gradually make inroads on the seemingly overwhelming challenge of helping people who must pay more for services while earning far less. She details successful projects that have applied proven business practices to achieve measurable results in some of the world's most desperate regions.

The Enterprise of the Future
Jim Bramante distills the findings of IBM’s latest Global CEO Study, based on interviews with one thousand CEOs worldwide, to define the Enterprise of the Future.

X-Teams
Deborah Ancona challenges the dominant wisdom that effective teams focus internally on the roles, synergies, and collaboration of team members to produce results. Building on twenty-five years of research, she shows that the most successful teams instead focus externally—on customers, competition, and the marketplace—tapping into an expanded knowledge base and skills set to move forward quickly.

Influence & Negotiation Collection
Influence is not just for leaders. Call it persuading, negotiating, or convincing – ethical influence is the foundation of powerful business relationships. This 10-DVD set reveals powerful techniques that will put you on the right track. Develop behaviors that are sure to enhance your position of power and influence.

Don't Just Set Prices: Manage Them Strategically
When customers reject your price, it is often thought that the price is too high. But according to Tom Nagle, this may not be true. Price levels are only the visible "tip of the iceberg" of pricing strategy. Nagle explains that in order to get customers to pay for value, you have to do more than just set a value-based price.

Sustainability Matters
With consumers favoring products and services that are better for the environment, companies are finding competitive advantage in the environmental impact of their activities.

The Stanford Video Guide to Negotiating
Negotiating is the art of making better deals. Making the right business deal can turn a small venture into a big one, or it can turn a quiet product into a blockbuster. Skill, preparation, and confidence are the keys to negotiating well. This business training video will keep you a step ahead of your negotiating counterparts.

Finding Untapped Growth in Existing Markets
Managers are under constant pressure to grow, but it is often difficult to find new avenues of growth within an existing line of business. In order to win in the marketplace, it is essential to understand which customer behaviors make and lose money for your organization. Dr. James Hollingshead offers specific tools for seeing existing markets differently and uncovering hidden opportunities for growth.

The Stanford Video Guide to Financial Statements
Financial statements need not be an impenetrable web of numbers. Analysis can be both simple and logical. Whether you are a business investor, lender, supplier, customer, or acquirer, this business training video can help you develop the business skills to perform basic financial analysis that can save you from painful losses and win you big profits.

Power: How to Get It, Use It, and Keep It
Getting a job, having control over your work, and holding on to a job all require more than simply excelling at what you do. They require an understanding of power. According to Professor Pfeffer, individual power comes from political skill, which is characterized by social astuteness, networking ability, interpersonal influence, and “apparent” sincerity. And power comes from knowing the rules of the game, recognizing the power of others, and—most of all—being willing and able to play the game.

The Stanford Video Guide to Negotiating/Financial Statements Combination Package
Save money by ordering both video tutorials. Learn how to get the upper hand in negotiations and how to get more out of financial reports with these two award-winning business training programs.

Strategies for Selling
Selling is not an event but an ever-changing process that requires a solid strategy to achieve positive results. James Healy explains how to manage the four dynamic and interactive functions of selling and describes the skills that good salespeople need to learn in order to develop an effective selling strategy.

The Idea of Marketing
Many traditional marketing functions have now been taken over by computers, which gather data in addition to providing customer care. In order to make the most of this valuable feedback, Regis McKenna explains, you need to create an infrastructure that responds and innovates, and use it to establish a dialogue that gets and keeps customers.

Preparing for Long Life in the 21st Century
Leaders of organizations need to understand how cognitive processing, decision making, memory, and motivation change as they, their employees, and their customers age. Dr. Carstensen shares research findings on motivation grounded in the uniquely human perception of time horizons and the theory of “socioemotional selectivity,” in which our values and goals change over time.

Building the Market-Focused Culture
Truly market-focused organizations must pursue more than a sound market strategy. Professor Hayagreeva Rao details the six levers of culture building, and explains how aligning these factors reduces employee stress and turnover, creating a self-selected, productive workforce that is in touch with the demands of potential customers.

The Brand Race
Win brand relevance by timing your product innovations to market need (Apple), tapping underserved segments (Luna), building a robust customer relationship (Harley-Davidson), erecting barriers to competition in execution (Zappos), and becoming an exemplar brand (Prius).

Avoiding the Workforce Crisis
Tamara Erickson explains how different generations of employees perceive the workplace, and describes how to attract and retain workers with this viewpoint in mind. Learn how to engage the hearts and minds of your employees by giving their work meaning and personal value.

Strategy & Change Collection
In today's environment, change is not an event, it’s business as usual, and one of the most critical challenges for modern managers. Our organizations must be nimble and alert; if we miss a trend, there may be no catching up. This 10-DVD set will provide ideas and strategies to help you effectively and continuously innovate in the face of demanding customers, shareholders and management who insist: ”better, faster, cheaper.”

The Exceptional Leader
Jack Zenger believes that average managers can develop the traits shared by exceptional leaders—traits that improve retention, customer satisfaction, employee engagement, and bottom-line profitability. Based on the best practices of leading organizations, he offers ten specific recommendations proven to enhance leadership development.

Liberating Leadership
Dr. Getz shares examples of phenomenal business results that can be realized when employees are provided with a culture of self-direction and the freedom to act in the best interests of the company.

Wikinomics
Interactive web technologies, in the form of self-organizing Internet communities, are driving a social revolution. Don Tapscott describes how companies innovate using the knowledge, resources, and computing power of widely distributed internet users organized into a massive collective force.

Managing Innovation
iRobot operated without venture capital and on a break-even basis for eight years, developing a number of products for industry and the military without commercial success. An engineer who minored in business, Angle shares the practical lessons learned from these early failures: from managing a business struggling month-to-month to make payroll, to fostering early collaboration between engineering and marketing, to “rebuilding the plane you are flying” when growth ultimately takes off.

Rules for Revolutionaries
Guy Kawasaki explains the rules that make new products and services successful. This presentation is a guide to the creation and marketing of revolutionary products for people who want to change the world.

How Leaders Boost Productivity
Having made significant increases in product quality and customer service, the biggest challenge facing managers today lies in improving the productivity of their organizations. John H. (Jack) Zenger discusses practical methods to help your organization shed its past and raise its standard for higher performance.

Getting Results in the Face of Rapid Change
Job stress and change are costly to the U.S. economy and organizations. Bruce Cryer explains ways you can reduce the impact of stress and, as a result, improve morale and retention, increase customer satisfaction, enhance creativity and innovation, and boost your bottom line.

Skills, Techniques, and Strategies for Effective Negotiations
As a former federal mediator, Pat Cleary has been involved with just about every kind of negotiation. He describes common negotiation mistakes that unnecessarily complicate solutions and can prevent you from getting what you want. He then provides practical, effective methods that you can use to sidestep the pitfalls and stay focused on getting the best deal possible.

Boom and Bust
NetApp has successfully navigated through every major cycle in business: from the frenetic mentality of a startup, through the tumultuous period of the dot-com boom and bust, and finally to the relative stability of a mature enterprise organization. The company’s core values of candor, integrity, teamwork, and simplicity helped it transition through these growth phases—and thrive.

People & Productivity Collection
How can companies fill human resource needs when generational gaps and a shrinking labor pool make it difficult to find and retain qualified talent? For answers, turn to this 10-DVD set, chock-full with proven strategies currently in use by some of today's most successful companies.

Managing for Both Bottom and Top Line Performance
Managers have spent the past few years in a bunker mentality, ruled by cost-cutting and bottom-line retrenchment. Now that headcount and expenses have been cut to the bone, attention to the top line must once again reign supreme. As Jeff Rodek explains, your goal must be a company-wide commitment to teamwork and accountability, with the belief that profit is the only effective test of performance.

The Inspiring Leader
Jack Zenger explains the most impactful attribute shared by highly effective leaders.

Telephone Customer Service: Basic and Advanced CSR Skills
If you need a heavy-duty training video that covers all aspects of telephone customer service and sales, this program is for you. This very challenging job is broken into ten skill sets, with each skill being explained in detail. This program shows the right way to make a good impression on customers and handle all calls successfully.

The Customer Service Connection
The actions of customer service representatives help convey information about their company and its products. This customer service training video covers the universal importance of greeting customers, listening, evaluating customer needs, and responding appropriately. Following these guidelines will allow you to please your customer and build your organization.

Creating the Repeat Customer
Your employees will enjoy humorous recountings of customer service snafus...and then learn how to do it right! Host Ross Shafer, a customer service professional, shares the six key elements of great customer service, and reminds viewers of the many ways to show customers that they're "number one."

Listening Under Pressure
In this training video, you'll learn the right and wrong ways to handle customer service challenges. See how three specific listening skills can soothe problem customers; help you get the information you need to solve their problems; and keep your focus in spite of interruptions.

Customer Service Collection
Keeping your customers happy is one of the most important parts of running a business. But sometimes your employees may not have the skills necessary to provide the best service possible. This set of nine training videos will help!

Whether it's over the phone or in person, employees will learn how to be attentive, listen to customers' needs, and handle tough situations in a professional manner.

Three Cornerstones of Customer Service and Selling
What does it take to turn an average shopping experience into a superior one—both for the customer and for the store? This training video shows you how to use good customer service skills—listening, probing, and building multiple-item sales—to achieve the best possible outcome: customers get more of what they want while your sales go up and your business improves.

Service for All
Whatever the reason—age, ethnicity, national origin—sometimes customers do not receive equal treatment. This customer service DVD helps you create a culture of inclusiveness in every one of your locations. It makes the point that every customer deserves excellent service.

The Essentials of Great Service
Comedy Central created a customer service training video?!! Yes, and it's a real winner. This amusing program teaches viewers how to anticipate customer needs and do "a little something extra."

Dealing with the Irate Customer
Angry customers hurt your company's image, disrupt your workday, and cost your company business. Learn simple communication techniques that will help employees resolve disputes and calm angry customers quickly and professionally.

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 you. This training video will teach you five rules for better customer service that will make work more enjoyable for you and more effective for your business.

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 training video uses a mix of humorous scenes and first-person responses to tell viewers what customers really want.

Wednesday's Touch
Customer service is an art as well as a science. Skills can be taught, but the right attitude is even more meaningful. Filmed in a retail setting, this short video can be previewed in its entirety.

It's Your Call: Connecting with Customers Over the Phone
Emmy Award-winning comedian Ross Shafer shows you how to take phone orders like a pro. Learn basic telephone courtesy, essential elements for generating extra sales, and steps for handling angry callers. This customer service training video is packed with content, but fun to watch!

When the Phone Rings
When the phone rings, your employees have only a few seconds to set a tone - to communicate that your company listens to customers and gives them what they need. Make sure your telephone customer service employees are ready for business.

Manager's Collection
Develop your leadership and supervisory skills with these high-impact productions. Nine management training top-selling titles provide proven techniques that are guaranteed to improve productivity and people skills for new managers and seasoned veterans.

Computer Foundations
Take the mystery out of computer terminology, build core skills, and learn how to make your computer work for you.

Breakthrough Listening
Communication is a critical part of every business environment. When there's a breakdown, we usually think the solution is to speak more clearly. But the solution is often in the listening. This communication video will teach your staff the skills that will make them better listeners—and better communicators.

Be Prepared to Sell
Learn how to build powerful, persuasive psychology into every business presentation you make. This business training video's five-step formula teaches you how to structure your presentation in a way that leads to customer commitment—how to make your pitch, offer benefits to customers, and close the sale.

Legal Survival Skills for the Modern Manager
As a manager, you are expected to treat all of your employees evenhandedly and in compliance with the law. Every day, it seems, situations come up that challenge your good judgment and require you to make decisions that may be unpopular with one or another of your subordinates. This management training video explains critical legal issues that every manager needs to understand.

Fire Safety & Evacuation
Fire safety is the collective responsibility of every employee. Unsafe behavior by just one individual can put everyone in the building at risk. Use this video to raise awareness and teach essential fire safety skills.

Getting Ahead by Getting Along
This workplace communication video shows that coworkers can settle personality clashes amongst themselves before their differences get a chance to escalate. Small bits of humor make this training video easy viewing, and the message is universal—play fair, and others will respond in kind.

Valuing Diversity at the Interpersonal Level
All too often, simple biases and assumptions get in the way of open communication. This diversity training video reminds us that cross-cultural communication is a skill. You'll learn not to jump to conclusions about another person's motives or attitudes. No one is perfect, but with practice, all of us can become better at it.

Cornerstones of Quality
Quality management programs can be boiled down to four cornerstone principles: continuous improvement, customer focus, employee involvement, and commitment to measurement and evaluation. This business training video bridges the gap between trendy phrases and actions that improve quality and help your business's bottom line.

How to Write and Deliver Great Speeches
One of the most powerful skills you'll ever have is your ability to inform, persuade and lead other people through public speaking. And the good news is: anyone can give great speeches! In this training video, you'll learn techniques used by exceptional speakers—techniques that will capture the attention and respect of your audience.

Supervising for Quality
Your managers will learn to build supervisory skills that maintain discipline and command respect, without creating resentment. This management training video will help managers recognize their strengths and weaknesses, and will provide a benchmark for their improvement.

Conflicts in the Workplace
While acknowledging common sources of conflict, this entertaining video provides eight specific, reliable solutions... Skills that help you put aside your differences, control your emotions, and move forward.

Supervising for Quality - Spanish
Your managers will learn to build supervisory skills that maintain discipline and command respect, without creating resentment. This video, subtitled in Spanish, will help managers recognize their management strengths and weaknesses, and will provide a benchmark for their improvement.

Dealing with the Irate Customer - Spanish
Our popular cutomer service video in spanish. Angry customers hurt your company's image, disrupt your workday, and cost your company business. Learn simple communication techniques that will help employees resolve disputes and calm angry customers quickly and professionally.

Conflicts in the Workplace - Spanish
While acknowledging common sources of conflict, this entertaining video provides eight specific, reliable solutions... Skills that help you put aside your differences, control your emotions, and move forward.