This pathway is for people who deal with taking requests for service like power companies or local councils. It has 13 videos that focus on dealing with people.

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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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  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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  Listening Skills (10 min)

  In this video, we explain some important aspects around communication and in particular how to listen more effectively. Reflective and active listening are great ways to help ensure you communicate well and help to make sure there is a shared understanding between those communicating. The workbook for this video can be found on the welcome page of the module with same name.

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  Questioning Skills (10 min)

  In this 10 minute version, we examine the main questioning skills and how to use them for effective conversation control. Open, closed, leading, echoic, rhetorical and clarifying questions are all explained. The workbook for this video can be found on the welcome page of the module with same name.

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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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  Communication Skills (10 min)

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

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  Showing Empathy (10 min)

  Showing empathy is a key skill to develop in a customer service, sales or leadership role. This video details ways to show empathy and how to more clearly understand it. Use the workbook to help complete the questions and empathy plan.

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  Telephone Call Control (10 min)

  In this video, we explain what the benefits and best techniques are for demonstrating great telephone call control. This will help in reducing call times and unwanted additional calls. The benefits are both for you and the customer.

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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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  Being Assertive (10 min)

  In this 10 minute video we explain what assertiveness is and how you can be more assertive.

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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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  Award Winning Telephone Techniques Part 1 (10 min)

  This video focuses on the first five of ten telephone techniques that will help set you apart and above others in your industry. These techniques are based onto CRM Awards criteria and are suitable for all centres around the world.

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  Award Winning Telephone Techniques Part 2 (10 min)

  This video focuses on the second five of ten telephone techniques that will help set you apart and above others in your industry. These techniques are based onto CRM Awards criteria and are suitable for all centres around the world.