Answering the Telephone

This 10 minute video shows some techniques on answering the telephone. It includes the phone greeting and asking permission to ask questions. This is ideal for anyone who answers the telephone in their role – especially if they have never been trained. It’s also ideal for contact centre staff.

Award Winning Emails

This 10 minute video outlines 9 criteria to provide award winning emails including professionalism, spelling and grammar and adding value. These criteria are generally defined as good practice and getting them right will help provide an award winning experience for your customers.

Being a New Leader

This 10 minute video covers some core leadership basics and is a good refresher for all leaders. You will learn about leadership styles and some useful leadership tips. It also includes some tips on how you can ease into a new leadership role and how to deal with former peers.

Being Assertive

In this 10 minute video we explain what assertiveness is and how you an be more assertive. You will learn about the difference between assertive, passive and aggressive behaviour and how to apply the principles in your role.

Communication Skills

This 10 minute video explains about communication, tone, modulation and body language.

Complaints Handling

This 10 minute video explains ways to handle complaints effectively and what to include in a complaints handling process.

Cultural Awareness

This 10 minute video explains how cultural awareness is important in business and what you can focus on to improve awareness and benefits of cultural diversity. Culture is not just the colour of our skin, it is our upbringing, religion, morals, sexual orientation, choices we make, family and the way we live. It is important that you learn to respect others and try and keep the communication lines open.

Customer Experience

In this video we will look at what customer experience is, how to improve customer experience, empowering employees, and aiming for the perfect experience.

Customer Service Excellence

In this 10 minute video version, we explain the importance of delivering excellent customer service. There are a number of things every person in the organisation can do to provide great service. It is not just the responsibility of the customer service team or receptionist. every one in the business should be looking to provide great service to all customers – external and internal.

Diversity, Equity and Inclusion

This 10 minute video explains the difference between diversity, equity and inclusion. It also covers of ways individuals and organisations can improve the way these three areas are incorporated.

Handling Difficult Customers

Difficult Customer Techniques – This 10 minute video outlines ways you can deal with difficult customers and how you can calm them down. You will learn a few techniques on dealing with difficult customers.

Health and Wellness

In this 10 minute video module, you will learn some key skills on helping develop a better work / life balance and ways to improve your health and wellness at work.

Introduction to Selling

This 10 minute video explains the basics of selling including the concepts of uncovering customer needs, handling objections, features and benefits and closing the sale.

Managing Stress

This 10 minute video covers various aspects of managing stress including the body’s stress response, good and bad stressors, ways to manage stress and the flight or fight response.

Handling Sales Objections

This one minute video highlights three tips for handling sales objections.

How to Say No Nicely to Customers

This 1 minute video shows how you can say no nicely when talking with a customer. Check out the 4 easy steps to follow.

Calming Anxiety in the Moment

This 1 minute video gives four tips in dealing with anxiety and getting in control quickly.

Active Listening

This 1 minute video outlines 5 tips on how to improve your active listening skills.

Customer Service Tips

This 1 minute video explains 5 ways you can provide great customer service.