This video uses humor to teach that excellent telephone customer service doesn’t just happen. It requires dedication, skill—and enthusiasm.
(17 Minutes)
Learn More
|
 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.
(21 Minutes)
Learn More
|
When the phone rings, your employees have only a few seconds to set a tone. Make sure your telephone customer service employees are ready for business.
(20 Minutes)
Learn More
|
It's easy to get sidetracked by coworkers, cell phones, other customers, and a hundred other things. Good listening skills are essential for meeting customer needs—and ensuring a positive experience with your organization.
(14 Minutes)
Learn More
|
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.
(10 Minutes)
Learn More
|
Supervisors are your front line in preventing legal violations that could bring hefty penalties if employees are not managed properly. Both newly promoted supervisors and experienced managers need a clear understanding of potential legal issues that impact the workplace.
(19 Minutes)
Learn More
|
|
|
Tom Nagle
|
|
Chairman and CEO, Strategic Pricing Group
|
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.
Learn More
|
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.
Learn More
|
|
|
David Kelley
|
|
Professor, Stanford University, and Founder, IDEO
|
|
Jim Plummer
|
|
Dean of Engineering, Stanford University
|
David Kelley, founder and chair of IDEO, discusses human-centered “design thinking,” which requires building empathy for the end-users of whatever product, service or environment you are creating. But empathy alone is not enough. If you want to innovate routinely, you must have a process.
Learn More
|
Increase your power and influence with simple, guaranteed methods you'll start using right away. In this dynamic presentation, Robert Cialdini provides fascinating insights on how to be successful in your attempts to persuade all manner of other people. This program is a "must" for managers, marketers, and manipulators of all kinds.
Learn More
|
|
|
Jeremy Bailenson
|
|
Associate Professor, Dept. of Communication, Stanford University
|
Virtual reality is here — what does that mean for your business? Early adopters such as Merrill Lynch, Toyota, LinkedIn and Konica Minolta are already seeing dramatic results in learning simulations, training, and marketing effectiveness. Professor Bailenson draws on his years of psychology experiments in Stanford’s Virtual Human Interaction Lab to demonstrate, in dramatic video footage, the power of virtual reality.
Learn More
|