The Resource Dealing with difficult customers, Video Education Australasia, (evideo)

Dealing with difficult customers, Video Education Australasia, (evideo)

Label
Dealing with difficult customers
Title
Dealing with difficult customers
Statement of responsibility
Video Education Australasia
Contributor
Subject
Genre
Language
  • eng
  • eng
  • eng
Summary
An upset customer is the ultimate test of an employee's professionalism. This program highlights the patience and diplomacy skills at the heart of good customer service, demonstrating the best strategies for dealing with an irate patron demanding immediate attention. Step-by-step dramatizations illustrate the most effective ways of addressing an angry customer, focusing on body language, active listening, and exceeding expectations of good service. The program also establishes boundaries for personal safety, clarifying the proper approach to verbal abuse or physical threats
Cataloging source
AzPhAEM
Characteristic
videorecording
Intended audience
11 & up
Language note
Closed-captioned
http://library.link/vocab/relatedWorkOrContributorName
  • Films on Demand
  • Films for the Humanities & Sciences (Firm)
  • Films Media Group
  • Video Education Australasia
Runtime
26
http://library.link/vocab/subjectName
  • Customer services
  • Filing systems
  • Office management
  • Office practice
  • Typewriting
Technique
live action
Label
Dealing with difficult customers, Video Education Australasia, (evideo)
Link
https://www.nclive.org/cgi-bin/nclsm?url=http://fod.infobase.com/PortalPlaylists.aspx?xtid=35176
Instantiates
Publication
Note
  • Encoded with permission for digital streaming by Films Media Group on Jan. 11, 2006
  • Films on Demand is distributed by Films Media Group for Films for the Humanities & Sciences, Cambridge Educational, Meridian Education, and Shopware
Accompanying material
instructional materials (online)
Antecedent source
unknown
Color
multicolored
Configuration of playback channels
unknown
Contents
Customer Service Skills (3:40) -- Customer Service: Irate Customers (2:41) -- Good Customer Service Behavior (6:12) -- Customer Service: Problem Resolution (3:31) -- Customer Service: Exceeding Expectations and Following Up (5:35) -- Customer Service: Difficult Customers (2:55)
Dimensions
unknown
Extent
1 streaming video file (26 min.)
File format
unknown
Form of item
online
Governing access note
Access requires authentication through Films on Demand
Level of compression
unknown
Medium for sound
other
Other physical details
sd., col., digital file +
Publisher number
35176
Quality assurance targets
unknown
Reformatting quality
unknown
Sound
sound
Sound on medium or separate
sound on medium
Specific material designation
  • remote
  • other
System control number
  • 100035176
  • 100035176
  • (OCoLC)709671286
System details
  • Mode of access: Internet
  • System requirements: FOD playback platform
Video recording format
other
Label
Dealing with difficult customers, Video Education Australasia, (evideo)
Link
https://www.nclive.org/cgi-bin/nclsm?url=http://fod.infobase.com/PortalPlaylists.aspx?xtid=35176
Publication
Note
  • Encoded with permission for digital streaming by Films Media Group on Jan. 11, 2006
  • Films on Demand is distributed by Films Media Group for Films for the Humanities & Sciences, Cambridge Educational, Meridian Education, and Shopware
Accompanying material
instructional materials (online)
Antecedent source
unknown
Color
multicolored
Configuration of playback channels
unknown
Contents
Customer Service Skills (3:40) -- Customer Service: Irate Customers (2:41) -- Good Customer Service Behavior (6:12) -- Customer Service: Problem Resolution (3:31) -- Customer Service: Exceeding Expectations and Following Up (5:35) -- Customer Service: Difficult Customers (2:55)
Dimensions
unknown
Extent
1 streaming video file (26 min.)
File format
unknown
Form of item
online
Governing access note
Access requires authentication through Films on Demand
Level of compression
unknown
Medium for sound
other
Other physical details
sd., col., digital file +
Publisher number
35176
Quality assurance targets
unknown
Reformatting quality
unknown
Sound
sound
Sound on medium or separate
sound on medium
Specific material designation
  • remote
  • other
System control number
  • 100035176
  • 100035176
  • (OCoLC)709671286
System details
  • Mode of access: Internet
  • System requirements: FOD playback platform
Video recording format
other

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