San Antonio College Library

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 customer is not always right, but the customer's needs remain the number one priority. This program moves beyond the fundamentals of good customer service to the problems of dealing with more complex and difficult situations: How do you satisfy customers who want something you cannot give them? How do you work out a deal with a customer when you cannot agree on the terms? What are the most effective ways of dealing with angry customers?

This program emphasizes the importance of dealing with stress without damage to either oneself or the goal of working productively to provide service: learning to organize oneself, learning to change unacceptable situations, changing one's approach to problems and situations, and managing deadlines. The program also shows how to manage the stress created by telephonic interaction with customers.

Providing a service is different from producing a product because service is produced at the moment of delivery-a one-time opportunity to satisfy the customer which, once lost, is often lost forever. This program shows what the customer expects in the way of service, and how he or she reacts to both good and bad service. The program also describes the service cycle and the techniques for empowering employees, and illustrates specific techniques for...

Ours is increasingly becoming a service economy. It follows that our premiere commodity is customer service. This program describes and defines the problem: what customer service is and what it isn't; the skills necessary to achieve it; the rationale for improving service; the categories of customer service-decision-making service (helping customers decide), problem-solving service (fixing things), and time-of-purchase service.

This video program combines real-world workplace scenarios with up-to-date "how to" narratives to illustrate key concepts and skills for proper telephone techniques. A strong base of communication etiquette is developed through a series of telephone Dos and Don'ts. Students will learn how to deliver the perfect greeting, screen calls, handle irate callers, transfer callers, and use voicemail. By viewing a wide variety of role-playing examples and...

Provides a seven-day approach for personal improvement and polishing your image-a necessary asset whether you're a full time student, in the workforce, or both. Covers clothing, accessories, health, and communication-both verbal and non-verbal-and discusses how these aspects of your image impact the way others see you. Will help students' self-esteem and school/work performance.

When a group of middle school students happens to see a local news story on sexual harassment, they decide to build a school project around this interesting but often misunderstood topic. Using a video camera, they roam the halls of their school and discover, to their amazement, that sexual harassment is alive and well, even in the middle school. Through tasteful dramatizations, some very real issues are explored including a working definition of...

Scenarios Video and Workbook. This is the perfect complement to Sexual Harassment: Crossing the Line. The workbook reinforces materials covered and provides exercises which help users relate the information to themselves. It includes thought-provoking scenarios and asks viewers to decide if each scene depicts a sexual harassment situation. Can be used as a stand-alone unit for educating groups or individuals about what actions constitute sexual harassment,...

Managing a schedule, like comedy, is just a matter of timing. This "how-to" program takes a look at setting priorities, assessing available time, getting organized, managing interruptions, setting a daily schedule, and more. A stand-up comedian introduces each section with his own wacky perspective on time management. The humor and information in this video are sure to please everyone. Help your students become more efficient time managers-a skill...