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43 results for "Customer Service Skills"

Customer Service: The Telephone Connection

Customer Service: The Telephone Connection

This video uses humor to teach that excellent telephone customer service doesn’t just happen. It requires dedication, skill—and enthusiasm.

(17 Minutes)

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The Essentials of Great 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."

(17 Minutes)

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Customer Service Counts

Customer Service Counts

Your business or organization wouldn’t exist without your customers. But sometimes this all-important fact gets lost in the demands of daily activities. This award-winning video is the solution. Great for new hires or energizing your current team, it uses humor to show employees that being good at customer service (and taking pride in their work) is not only a job requirement but can be personally satisfying as well.

Versions Available:
Customer Service Counts (18 Minutes)
Customer Service: The Telephone Connection (17 Minutes)
Customer Service combo set (2 programs)

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Dealing with the Irate Customer

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.

(21 Minutes)

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When the Phone Rings

When the Phone Rings

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)

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Customer Service Collection (7 Courses)

Customer Service Collection (7 Courses)

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. 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.

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Listening Under Pressure

Listening Under Pressure

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)

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ART of Customer Service

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.

(10 Minutes)

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Wednesdays Touch

Wednesday's Touch

Customer service is an art as well as a science. Filmed in a retail setting, this short video demonstrates that while "skills" are one thing, but the right attitude is even more meaningful.

(6 Minutes)

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Leadership Collection (7 Courses)

Leadership Collection (7 Courses)

Turning managers into leaders is one of the best training investments you can make. This collection provides a set of precision tools to develop skills in leadership, communication, and management.

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How to Write and Deliver Great Speeches

How to Write and Deliver Great Speeches

The ability to engage, persuade and lead other people through public speaking is a powerful skill. And the good news is: anyone can give great speeches!

(35 Minutes)

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Smart Supervisor Collection (7 Courses)

Smart Supervisor Collection (7 Courses)

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

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Employment Laws: What Supervisors Need to Know

Employment Laws: What Supervisors Need to Know

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)

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Managing People: Key Skills for Great Managers

Managing People: Key Skills for Great Managers

Motivation doesn't just come from money or prestige. Set your employees up for success by figuring out what they're naturally best at, and then giving them a chance to do more of it.

(29 Minutes)

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Training for a Harassment-Free Workplace

Training for a Harassment-Free Workplace

Use this program, available as an online video or on DVD, to improve overall behavior, encourage communication, and help create a workplace that is respectful, productive—and harassment-free!

Format: Video + Quiz

Versions Available:
Employee Version (18 Minutes)
Manager Version (19 Minutes)
CA Manager Version (20 Minutes)
Employee/Manager combo set (2 Programs)
Employee/CA Manager combo set (2 Programs)

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Employment Laws: What Supervisors Need to Know - Spanish

Employment Laws: What Supervisors Need to Know - Spanish

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)

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Listening Under Pressure - Spanish

Listening Under Pressure - Spanish

In this training video, now available in Spanish, 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.

(14 Minutes)

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Customer Service: The Telephone Connection - Spanish

Customer Service: The Telephone Connection - Spanish

Excellent telephone customer service doesn’t just happen. It requires dedication, skill—and enthusiasm. Your voice, responsiveness, and product knowledge are the only tools you have to convey the right impression and build customer loyalty over the telephone.

(17 Minutes)

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Customer Service Counts - Spanish

Customer Service Counts - Spanish

Your business or organization wouldn’t exist without your customers. But sometimes this all-important fact gets lost in the demands of daily activities. This award-winning video is the solution. Great for new hires or energizing your current team, it uses humor to show employees that being good at customer service (and taking pride in their work) is not only a job requirement but can be personally satisfying as well.

Versions Available:
Customer Service Counts (18 Minutes)
Customer Service: The Telephone Connection (17 Minutes)
Complete Set (2 programs)

Learn More
Dealing with the Irate Customer - Spanish

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.

(21 Minutes)

Learn More
Training for a Harassment-Free Workplace — Employee Version - Spanish

Training for a Harassment-Free Workplace — Employee Version - Spanish

This release features a sequence of original stories that convey important training points as seen through the eyes of the participants. Use the Spanish version of this program to improve overall behavior, encourage communication, and help create a workplace that is respectful, productive—and harassment-free!

Versions Available:
Employee Version (18 Minutes)
Manager Version (19 Minutes)
CA Manager Version (20 Minutes)
Employee/Manager combo set (2 Programs)
Employee/CA Manager combo set (2 Programs)

Learn More
Training for a Harassment-Free Workplace — Manager Version - Spanish

Training for a Harassment-Free Workplace — Manager Version - Spanish

This Manager's version features a sequence of original stories that convey important training points as seen through the eyes of the participants. Use this Spanish-dubbed program to improve overall behavior, encourage communication, and help create a workplace that is respectful, productive—and harassment-free!

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Bill Price
Bill Price
President, Driva Solutions; Co-Founder, LimeBridge

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.

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Lara Lee
Lara Lee
Chief Innovation and Operating Officer, Continuum

Customer-Centric Innovation

According to Lara Lee, intensive customer focus is the most effective means of achieving the rich pipeline of innovation that leads to continuous improvement and consistent growth. She shares examples of how she implemented this at Harley-Davidson, as well as the successes of Zipcar, Chipotle, and more.

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Roger Siboni
Roger Siboni
Chairman of the Board of Directors, E.piphany

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.

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Deborah Gruenfeld
Deborah Gruenfeld
Stanford Graduate School of Business

Acting with Power

Combining research on the psychology of power with the acting skills of the theater, Professor Gruenfeld illustrates how our nonverbal behavior affects how we are perceived in a hierarchy — far more than the words or arguments we use.

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Jack Zenger, PhD
Jack Zenger, PhD
Cofounder and CEO, Zenger Folkman

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.

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Tom Nagle
Tom Nagle
Chairman and CEO, Strategic Pricing Group

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.

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Patrick Cleary
Patrick Cleary
President and CEO, National Assn. of Professional Employer Organizations

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.

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Hayagreeva Rao
Hayagreeva Rao
Professor, Stanford Graduate School of Business

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.

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Tony Hsieh
Tony Hsieh
CEO, Zappos

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.

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Amy Wilkinson
Amy Wilkinson
Lecturer, Stanford Graduate School of Business

Six Skills of High-Scale Entrepreneurs

How do you take an idea and turn it into a 100-million dollar enterprise—seemingly overnight? Amy Wilkinson has isolated six entrepreneurial skills that can carry an idea from start-up to scale.

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James Hollingshead, PhD
James Hollingshead, PhD
Senior Partner, Monitor Group

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.

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Charlene Li
Charlene Li
Founder, Altimeter Group

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.

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Deborah Ancona
Deborah Ancona
Seley Distinguished Professor of Management; Behavioral and Policy Sciences, MIT

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.

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Jack Zenger, PhD
Jack Zenger, PhD
Cofounder and CEO, Zenger Folkman

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.

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David Kelley with Jim Plummer
David Kelley
Professor, Stanford University, and Founder, IDEO
Jim Plummer
Dean of Engineering, Stanford University

Creative Confidence

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.

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William Barnett
William Barnett
Professor, Graduate School of Business, Stanford University

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.

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Colleen Barrett
Colleen Barrett
President, Southwest Airlines

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.

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Garth Saloner
Garth Saloner
Dean, Stanford Graduate School of Business

The Business of Change

Change only happens in and through other people. Dean Saloner describes the new mantra of Stanford’s Business School—change lives, change organizations, and change the world. The soft skills are really the hard skills: communicating, motivating others, teamwork and conflict resolution. Among all these, self-awareness is key.

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James Healy
James Healy
President and CEO, LogicVision Inc.

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.

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Terry Pearce
Terry Pearce
President, Leadership Communication

The Mastery of Speaking as a Leader

Terry Pearce demonstrates ways in which a leader can elevate a speech into a more powerful and ultimately productive experience for both speaker and listener. Pearce explains three rules that set the stage for consistently engaging presentations: speak on topics you care about, incorporate personal experiences, and structure your speech as a story.

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Phil McKinney
Phil McKinney
VP, CTO, Personal Systems Group Hewlett-Packard Co

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.

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