This series of workshops-on-video is designed to improve employees’ success and work satisfaction while improving employers’ profitability and competitive edge by taking advantage of a company’s most costly investment—getting a customer—in the most obvious but most often neglected way—satisfying that customer. These programs teach viewers to listen, understand, and accept the needs, wants, and feelings of customers; to communicate their own thoughts and feelings to customers; to neutralize and resolve conflicts, both in person and over the phone; and to face and resolve problems resulting from failure of communication, inadequate service, and errors. Program consultant and narrator is Pat Coleman, former executive at Honeywell, Munsingwear, and Norwest Bancorporation and president of The Training Company; clients of his highly rated presentations include 3M, General Mills, Honeywell, Control Data. Unisys, and Dayton-Hudson, among dozens of others. Student workbook also available (see item #433). 9-part series, 20 minutes each.