This pathway is for people who deal with actioning requests for service like power companies or local councils. It has 10 videos that focus on dealing with people and solving issues.

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  Service Requests (10 min)

  This video explains the processes that you should consider as an organisation that handles service requests. Organisations like local government, councils, central government and private companies which handle requests for service will find this video module useful. There is a workbook for this video.

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  Communication Skills (10 min)

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

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  Positive First Impressions (10 min)

  This 10 minute video explains in detail how you can create a positive first impression of your business to customers. You will learn some key techniques that will be easy to apply in phone and face to face situations.

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  Managing Customer Needs (10 min)

  In this 10 minute video module, we explain the importance of managing the needs of your customers and ways in which you can do that. It starts with good listening and understanding your customer so you can lead them to the best outcome.

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  Problem Solving (10 min)

  In this video, you will learn some basics around problem solving techniques. We examine problem solving theory, types of problems and steps you can follow to look at solving problems. There is a workbook for this video.

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  Attitude (10 min)

  This 10 minute video details how you can use your attitude to the best possible advantage. Having a positive attitude is in your control and impacts positively on all those around you. You will learn about ways to improve attitude, dealing with change and motivation factors.

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  Keeping your Customers Informed (10 min)

  This 10 minute video helps to outline the reasons why you should keep customers informed and always contact them to update with information and stay in touch. You will learn some key tips on why to keep customers informed and how to do it. There is a workbook for this video.

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  Handling Conflict (10 min)

  In this video, we explain in detail about handling conflict. We cover off ways to tackle conflict, types of conflict and how you can use conflict effectively in the workplace.

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  Handling Difficult Customers (10 min)

  Difficult Customer Techniques - This 10 minute video outlines ways you can deal with difficult customers and how you can calm them down. You should download the workbook that accompanies this video so you can complete the questions and the plan. The Glad>Sure>Sorry technique as shown in part in this video is the intellectual property of Mary Gober International. Used with permission. www.marygober.com.

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  Taking Initiative (10 min)

  This 10 minute video details the concept of taking initiative, what it is and some ways to take initiative