Are You With Me?:a great film that addresses telephone and ‘front desk’ customer service skills and the importance of making a personal connection with the customer.It is one of the few films I have seen that does not talk down to the viewer.It incorporates good humor.I use this film as a ‘stand alone’.It is not part of my Customer Service series as we deal very little with telephone skills in that series. (Jody Zauha – Idaho)
Dealing with the Irate Customer:This film uses common customer situations (including a government scenario) to discuss how we can deal with three types of irate customers. (Jane Rhodes – Montana, Kathy McNeill - Montana)
Diffusing Hostility through Customer Service:This film is based ondisruptive customer scenarios…very real to life.Done in vignettes, it allows the trainer to stop the film and discuss what would be the best way to approach this situation.It is very skills based and helps learners think through ways they would deal with a similar customer in their environment. (JodyZauha – Idaho)
Encouraging the Heart: This film is filled with practical ideas for helping organizations motivate their employees to accomplish extraordinary things by respecting others for who they are and recognizing them for the things they do.I use it in my Leadership classes and Creating a Motivating Environment class. (Kathy McNeill – Montana)
Everyday Creativity:a great film about opening your mind to other possibilities.It can be a great discussion starter concerning problem solving and generating multiple ‘right answers’.(Jody Zauha – Idaho, Jane Rhodes – Montana, Kathy McNeill – Montana)
F.A.I.R for diversity (Katy Cove – Kentucky)
FISH!Still one of the best customer service videos around.I also use it in my performance management class to illustrate the performance management cycle of planning, observing, and evaluating.(Kathy McNeill – Montana)
Generations in the Workplace:This film shows four generations of workers who are meeting to develop guidelines for management on a project.Through their meeting behavior you can see how different each generation views the situation…and how ‘right’ each of them feels about their perspective.I am considering using this as a piece of the training I am developing on Workplace Generations. (Jody Zauha – Idaho)
Getting Beyond the Image: shows great examples of an interview that has gone amuck.Gives very good examples of behavioral and situational questions.I use this video as part of my Behavioral Interviewing Class (Jody Zauha – Idaho)
Give ‘em the Pickle!:This is a fun customer service film geared toward all levels.It works well for a staff meeting or as a short 1-2 training session.People enjoy revisiting the basic concepts of good customer service. (Jody Zauha – Idaho)
Invisible Rules: Men, Women and Teams:This film, featuring Dr. Pat Heim, is a great look at how men and women see the working world and the different rules we use to understand that world.Great for Teambuilding and Gender classes. (Kathy McNeill – Montana, Jane Rhodes - Montana)
I Wish My Manager Would Just…This is a 5 minute video that cuts to the basics concerning what many managers overlook – simple things that they can do and say that make a difference to employees and their motivation to do a good job.I use this video as part of my Performance Management Class. (Jody Zauha – Idaho)
The Leadership Pickles:This film focuses on what leadership can do to create good customer service.It’s a fun film; not too deep.Again, a good film for a staff meeting or short 1-2 hour training update. (Jody Zauha - Idaho)
Let’s TALK:This provides one more acronym and model to help supervisors and managers confront non-productive behavior.It has some stilted scenarios, but most of them are relevant and worthwhile.I use this video as part of my Performance Management Class. (Jody Zauha – Idaho)
Lighten Up with Loretta:There is one video in this series of three that I use for Stress training…it is called “The Joy of Stress”.This video is almost as good as “Stress Busters.”
Love and Profit by James Autry.(Katy Cove – Kentucky)
Martin Luther King’s “I have a dream” speech to illustrate the power of a compelling vision as related to the role of a leader. (Laurette Burdyl – South Carolina)
Max and Max from Franklin Covey is a great 15 minute humorous video we use in management training to stimulate a discussion about leadership style and empowerment. (Laurette Burdyl – South Carolina, Kathy McNeill – Montana)
The Other Side of the Window is one of the best Customer Service videos I’ve ever used.It depicts a government worker who takes a day off to get some errands done at other government agencies.Suddenly he’s on the other side of the window.Read good perspective.Comes with a leader’s guide and handout reminder cards. (Cheryl Tinsley- Missouri)
Peer Today, Boss Tomorrow:This film is very helpful to the employee who has risen up from the ranks to supervisor.It helps them deal with the transition and their peer relationships.I have found this most useful for new supervisors on a one-on-one basis.They come in, view the film and we discuss it. (Jody Zauha – Idaho)
The Power of Future Conversation:This films shows how, through conversation and the words we choose, we can consciously create better outcomes.Much of our conversation is focused on the past…not on the future and we can do.It really shows how much opportunity lies in front of us; it’s all how we frame it.I use this film for team building.It is also useful for staff meetings. (Jody Zauha – Idaho, Kathy McNeill – Montana)
The Power Dead-Evan Rule:This firm features Dr. Pat Heim.It is a fun, informational look at the differences in men and women’s communication styles.For real insight into the different cultures of men and women. (Kathy McNeill – Montana)
The Practical Coach: shows relevant scenarios and practical approaches to resolving issues; models good coaching and feedback skills; works well for a group.I use this video as part of my Performance Management Class. (Jody Zauha – Idaho, Katy Cove – Kentucky, Kathy McNeill – Montana, Laurette Burdyl – South Carolina)
Red Bead Experiment—used in Process Mapping/Process Improvement class.Is a GREAT video of a live class conducted by W. Edwards Deming showing how the design of a process controls the quality & output, and hints toward how redesigning a process (a workstream) should improve efficiency/effectiveness to a remarkable degree. (Ted Ball - Louisiana)
Stress Busters:This video is by Loretta LaRoche, a motivational speaker.It has ‘10 little commitments’ to help people get on top of their stress.She is very funny and has a great style that helps people get their stress in perspective. (Jody Zauha – Idaho)
Subarctic Survival Situation: used for group problem-solving/decision-making practice; can show the benefits of participatory decision-making vs. autocratic, also leads to discussion of group maturity level when handling a group problem. (Ted Ball – Louisiana)
Taking CARE of Business:This film is one of the best I have seen concerning using good skills to deal with customer service issues...across many types of situations.It is one of the few films that is not directed to just support staff; the scenarios are applicable to both management and support staff.I use this film in Unit 2 of my Customer Service Series. (Jody Zauha – Idaho)
Teamwork:What’s Trust Got to Do With It?: This film follows a team that gets stuck and can’t move forward.Much of the problem has to do with the level of trust and respect the team members have for one another.I use this film for team building sessions. (Jody Zauha)
Time: The Next Dimension of Quality: A “process improvement” film.This film contends that the value edge today comes from ‘time’…specifically, taking time out of processes.It begins with understanding all the steps in a process and determining which ones actually add value from the customer’s perspective.The film follows a fictitious RF-12 form through a lengthy process within a company.You watch employees and management grapple with how to identify the processes and then focus on what brings value to the customer.I use this film for team building. (Jody Zauha – Idaho)
When I Say No, I Feel Guilty—used for interpersonal communication, communicating in conflict situations, how to ask & answer questions for various information needs, etc. (Ted Ball – Louisiana)
