CUSTOMER SERVICE

Service for All: Customer Service in a Diverse World – KP 1164 Your customers! Some are elderly. Some have different ethnic backgrounds. Some are foreigners. All deserve the same level of service and respect. Yet, as well-publicized denial-of-service legal settlements have shown, sometimes customers do not receive equal treatment. This program helps you create a culture of inclusiveness by all employees. It makes the point that every customer deserves excellent customer service regardless of age, ethnicity or national origin. 2008 ed.11 min. DVD.. . . . . . . .$180

The Art of Customer Service – KP 1165 Excellence in customer service boils down to three basic ideas: Give customers the attention they want, the respect they deserve, the time to answer their questions, and then solve their service issues. Uses humorous scenes mixed in with first-person responses to tell viewers what customers really want: Attention, respect, and time. It seems so simple, yet today’s customers often feel that service has gotten worse. Brings the message home to your employees: Customer service really is an ART! 2008 ed. 10 min. DVD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$180

Listening Under Pressure: The Customer Service Challenge – KP 1051 The work environment is full of distractions so that we often don’t truly listen to what our customers say. In three entertaining & informative scenarios, viewers see both the right and wrong way to handle customer service challenges. Students will learn specific listening skills to soothe irate customers, obtain specifics of the complaint, and quickly solve the customer’s problem. Focuses on three listening skills of being “attentive”—the customer is priority #1; “active”—ask questions about the complaint; and “objective”—keep an open mind about the situation. 2007ed. 14 min. DVD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$170

BMW – MCL 912 BMW is known for superior customer service. Goes behind the scenes to see how one of BMW’s newest dealerships prepares its staff to be the best. 2005 ed. 15 min. DVD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$100

7 Things Never to Say to Your Customers!- CB 861 Some comments may seem perfectly innocent on the surface, but more often than not, using them only makes matters worse. Learn to avoid these service killers and naturally provide customers with the professional service they deserve that will enhance customer loyalty. 2005 ed. 20 min. VHS. . . .$30 DVD . .  .$170

Communicating With Customers: An Entry Level Guide – LS 790 On a first job, students suddenly find themselves “on the other side of the counter” dealing with customers who range from polite to puzzled, from indecisive to just plain ornery. Viewers learn how to diffuse an angry customer, the importance of attitude and appearance, and how to deal with customers on the telephone. 2005 ed. 20 min. DVD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$120

Winning Over Even the Most Difficult Customer – CB 776 Discover techniques for dealing with five of the most difficult types of customer situations. You’ll go beyond “service with a smile” when you know how to: Serenely ignore personal insults from angry customers, calm upset customers by showing them you’re their internal champion, and smoothly steer conversations back on track with the “Great-Now” technique. 2004 ed. 20 min. DVD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$170 

Communicating With Customers - CB 532 Solve customer problems quickly and discover what customers really want. Train your front-line people to project an attitude of customer respect. Shows how to enhance return business by simplifying customer transactions. Dozens of helpful tips. 1999 ed. 21 min. VHS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$30

E-Plus: Exceeding Customer Expectations – CE 1129 Customer Service is the key element in maintaining customer loyalty. Covers the various aspects of customer service a business should follow. Furthermore, it covers ways to obtain customers and keep them coming back. 2009 ed. 30 min. DVD. . . . . .  . . . . . . . . . .$120

Handling Complaints (PowerPoint® CD) – CE 1127 Introduces students to customer service, how to handle complaints, good customer service techniques, and the business advantages of good customer service. 2009 ed. 43 SLIDES .. . . . . .$75

The Power of Customer Loyalty (PowerPoint® CD) – CE 1128 Loyal customers influence a company’s merchandising and buying decisions, ultimately allowing for the success or failure of a business. Identifies the different kinds of buyers and specifically analyzes loyal customers. Ways to attract and maintain these customers are discussed, along with the business characteristics needed to retain customers. 2009 ed. 36 SLIDES . . . . .. . . . . . .$75

Exploring e-Business – ISB 1189 Focuses on processes and challenges associated with adding a web component to an existing business or starting an Internet business. Explains basic activities and the need to make adjustments in their emphases, the challenges involved, and the keys to success. Also addresses the inherent dangers of an e-business: Privacy, data use, data security, virus protection, and copyright protection. 2004 ed. 30 min. DVD. . . . . . . . . . . . . . . .$120

Internet Careers: Front-End, Back-End & E-Everywhere – CP 1158 m  This program travels the Web to explore Internet careers in three main areas: The front end, back end, and everywhere in between. A viewable/printable instructor’s guide is available online. 2008 ed. 24 min. DVD . . . . . . . . . . . . . .$110

CyberEthics – FH 1061 Most people learn traditional standards of behavior and respect for others by the time they are teenagers- but many don’t realize that those rules are just as valid in cyberspace. Helps students take the high road on the information superhighway pointing the way toward an ethically sound Internet presence and lifestyle. Features guidelines for the use of intellectual property and the consequences of illegal downloading, copyright infringement, and plagiarism. Pornography, gaming sites, chat rooms, and online social networks are also discussed, helping viewers steer clear of antisocial and abusive activities, especially cyber­bullying. 2008 ed. 14 min. DVD. . . . . . . . . . . . . . . . .$100

Podcasting and Blogging Essentials – FH 1066 In a Web 2.0 world, anyone can broadcast & publish online. An easy to follow, step-by-step program that shows the inexperienced how to create podcasts and bloggs and then upload them to the Internet. Excellent for non-techies who want to get their message out there. Includes interviews with professionals who show how they produce podcasts & bloggs. 2007 ed. 57 min. DVD. . . . . . .  . . . . . . . . . . . .$170

E-Commerce – FH 1023 Features three women who have forged successful careers in e-commerce: a programmer who has helped shape her company’s online business model; a webmaster who administers multimedia learning websites; and a web consultant tasked with staying on top of current trends and tastes in website design. 2006 ed. 30 min. DVD .. . . . . .$110

Making it Big on eBay – FH 1069 Almost anything can be sold on eBay, from office supplies to office buildings. But that doesn’t mean eBay success comes easily. Follows three entrepreneurs as they struggle to make the massive Internet auction site work for them. From a living room crammed full of nostalgic knickknacks, Simon hopes to earn enough to pay his mortgage. Wilma is a bit more organized, having hired a photographer and an assistant to help her sell secondhand clothing. Jameel is well on his way to launching a fully branded jewelry company within the eBay “mall” assuming he can attract investors. 2006 ed. 30 min. DVD. . . . . . . . . . . . . . . . . . .$150

eBay: Managing Success – FH 935 Presents the history of eBay; discusses the Web site’s feedback system, the key to its unprecedented success; and examines the devastating impact eBay has had on antique and collectible shops. Exposes two vulnerabilities that have come with that success; stock prices that fluctuate with the slightest stumble in company performance, and government’s growing interest in taxing traders’ earnings. In the U.K. alone, more than 10,000 people make some or all of their income from eBay. (US only) 2005 ed. 30 min. DVD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$120

Driving Traffic to Your Web Site – KP 865 Ulla McGee, Manager of PCWorld.com ., explains what works, and what does not work in driving traffic to a web site. She likes email marketing with an easy opt in/out, clear privacy policy, and meaningful content. She covers buying keywords on search engines, using offline communications, barter deals, and why some branding opportunities are worthless. 2003 ed. 30 min. DVD . . . . . .. . . . . . . . . . . . . . . . .$1L0

Spam – FH 939 What is spam? How do spammers get their unwanted offers into your in-box? And, how can the flow of electronic-junk mail be stopped? Explains how advertisers send spam and presents proactive strategies for combating it: spam filters, blacklists and white lists, opt-in and opt-out protocols, anti-spam legislation, and greater cooperation between legitimate businesses, Internet online-service providers, and consumers. Spammer techniques— how spammers harvest e-mail addresses, use open relays and spoofing to cover their tracks are revealed. 2004 ed. 30 min. DVD .  . . .$110

An Introduction to Web Site Design – FH 940 What do online retail outlets, electronic newspapers, blogs, and search engines have in common? They’re all Web sites! Gives viewers a comprehensive introduction to the principles of Web site design—a great first step toward becoming a webmaster or an interactive media designer. Explains how to identify the target audience, determine the site’s core purpose, address technological issues, create visual appeal, and carry out a test/evaluation/update cycle. Interviews with two successful Web site designers illustrate how it all comes together in the real world. 2004 ed. 25 min. DVD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$110

E-Commerce in Business – FH 842 Behind-the-scenes look at IT in action showcases three exciting e-commerce initiatives. By analyzing the growth, revenue, and future of MP3’s Web site, visiting Ford’s online “showroom,” and showcasing the customer benefits of Coronet-Fashion at Work’s online planning system, this program presents compelling case studies of the Internet’s use to capture new markets. 2003 ed. 30 min. DVD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$130

Internet Research Techniques–TSC 787 Addresses the critical thinking process that helps distinguish relevant sources from the clutter. Effective use of common search engines are reviewed, along with tips to assess the validity of the material discovered. Shows students how to save time and help improve the quality of their research. 2004 ed. 6 min. DVD.  .$70

E-Commerce: Business to Business – DE 653 In the world of B2B e-commerce, volatility is so endemic it’s hard to keep up with the winners and losers. Marketers must overcome and modify traditional buying behavior based on personal contacts. Industry-Sponsored-Marketplaces (ISMs) are competing with Independent-Net-Markets (INMs) while individual companies are creating their own IPC networks. By Dr.Rutsohn, 2001 ed. 28 min. VHS. . . . . .$30 DVD. .. . .$135

Advertising and Marketing on the Internet - DE 512 Is the Internet “Marketing Heaven” or just an overrated marketing tool? Is it just another medium or does it provide a unique opportunity for advertisers? Focuses on the use and appropriateness of marketing & advertising on the Internet. Special topics include target audiences, structural considerations, efficiency, closure, and critical issues in Web-page design. By Dr. Rutsohn 2001 ed. 26 min. VHS.  . . .$30 DVD. . . .$135

How to Design Your Own Web Site: Parts I & II – EVN 558 Part I covers what a Web site is, the importance of Web design, important terms for Web designers, tools needed and Web design strategy. Part II covers creating a Web site using HTML; how to create HTML tags, hyperlinks, graphics, sounds, movies; and uploading your Web site. Two high-tech productions that are presented in an easy-to­understand format. 2000 ed. 28 min. DVD.  . . . . .$120

From Zero to Sixty in Thirty Days -AI 510B See how small businesses are getting more done and gain more sales thanks to the fast and easy installation of new technology. Shows how small businesses can benefit from everything from database marketing, Internet & contact management software, to powerful client/server networking. Shot on location at a realty business and paper- products wholesaler. 1997 ed.VHS 30 mins $30

Using Technology – VTV 550 Harnessing technology can provide the entrepreneur with opportunities to enhance efficiency and profitability. Sample topics include automated production; Asian manufacturing techniques such as “pull vs. batch”; virtual companies and Internet-based marketing; and “Intranet” communication systems. 1999 ed. 30 min. VHS. . . . . . .$30

Doing Research on the Internet – EVN 668 The Internet is a valuable tool for students who need to do research. Presents helpful tips that will optimize the search for critical data. Includes an interactive study guide. 2002 ed. 30 min. CD. ..$100

E-Commerce in Business (PowerPoint CD) – CE 1028 A detailed look at the various aspects associated with e-commerce, including the use of online systems such as PayPal® and Verisign®, students will become familiar with the jargon and practices used in forming e-commerce and online sales strategies. Additionally, students will learn the value of the Internet in today’s society and the various methods for implementing a Web site. 2007 ed. 65 SLIDES . . . . ........... . . .$85

Building & Maintaining a Web Site (PowerPoint® CD) – CE 1111 Explores how to build and maintain a business Web site. Students will examine reasons to build a Web site and get an in-depth look at the Web design process. Students will be introduced to programs and tools used in building and maintaining Web sites and will analyze the tradeoff between features and costs. 2009 ed. 59 SLIDES . . . . . . . . . . . . . . . . . . . . . . . . . . . ........... . . .$85

Online Advertising (PowerPoint® CD) – CE 1112 Explores the world of online advertising, what is defined as online advertising, and learn its different forms. Students will analyze the qualities of each type of online advertising and examine the cost/benefit of online advertising for an organization. 2009 ed. 35 SLIDES . . . . . . . . . . . . . . . . . . . . . . . . . . . ........... . . .$75

Web Content (PowerPoint® CD)–CE 1113 Explores the appropriate manner in which Web content is presented and conveyed to a reader. Covering the basics of Web page organization students will learn how to communicate the information using tools such as graphics, media, sizing, loading time, resolution, and bit rates. Students will cover the basic Web content publishing guidelines and rules. Also helps students determine methods of gaining the reader’s attention and keeping them interested in the content of a Web page. 2009 ed. 43 SLIDES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$75

Web Security Basics (PowerPoint® CD) – CE 1114 It is important to be aware of different security situations and how to respond appropriately. Designed to provide students with a basic understanding of Web security and related issues, and what is required in an Internet security policy. They will be equipped with information on how to keep their Web site secure by choosing the correct electronic security method, gain basic knowledge of firewalls, and on how to secure transactions conducted over the Internet. 2009 ed. 51 SLIDES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$85

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