Customer Service
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. VHS/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. VHD/DVD (SALE) $160
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. VHS/DVD $110
Minimizing Wait Times at Walt Disney World – MCL 801 An estimated 200,000 people visit Walt Disney World daily. With an unending variety of attractions, the Resort offers a vast array of entertainment choices to its guests. Consequently, the popularity of the attractions results in queues, and Walt Disney World is continuously seeking ways to improve their guests’ experience regarding wait time. 2003 ed. 9 min. $110
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. VHS/DVD $160
Customer Satisfaction (PowerPoint CD) – CE 749 Many standards are involved in building and maintaining a positive public image as a food service organization. PowerPoint presentation examines techniques that promote customer service and satisfaction, strategies for complaint resolution, criteria for quality service and quality assurance standards in the food-production and service industry. 2003 ed. 24 slides $70
Customer Service Excellence: It’s in the Details - BA 502 Determine your customer’s perception of your business and whether they will return. Pay attention to your customers, improve reliability, and become an active customer- complaint listener. Excellent vignettes demonstrating concepts. 1997 ed. 38 min. (SALE) $120
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. (SALE) VHS/DVD $160
Winning Customer Loyalty: Eliminate Customer Turnoffs – JWA 537A Looks at what really alienates your customers. What makes them want to stay away and not buy your product. Each time we experience poor service we are tempted to join the chorus of complainers. But a more fruitful use of such experiences is to learn from what others do poorly so that we can provide the best in service to our customers. 1999 ed. 26 min VHS $120 DVD $140
Winning Customer Loyalty: Exceed Customer Expectations – JWA 537B Shows how to really exceed customer expectations and gain their loyalty. Identify different categories of customer expectations and how to provide “plus service” that pleasantly surprises customers. Discusses “on-time service” and the need for customer follow up. 1999 ed. 28 min VHS $120 DVD $140
DEVISUALS 2008 WHOLE CATALOG
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