This program examines the role of posture, eye contact, proximity, tone of voice, and other intended and unintended forms of nonverbal communication. It points out that in customer service, there are no neutral signals, and shows the techniques for sending positive messages by means of head angle, eye contact, tone of voice, and their equivalent for telephonic communication. (20 minutes)

Tell a Friend! Your Name: Your Email: Your Friend's Email: Your Message: We respect your privacy and will not use your friend's address without permission. Item#: FMK2903 Copyright date: ©1991 VHS ISBN 978-1-56950-832-9 DVD ISBN 978-1-4213-3267-3

Part of the Series : Person-to-Person Skills: Excellence in Customer Service

VHS	$99.95
DVD	$99.95

Prices include public performance rights.

		Managing Difficult Situations The customer is not always right, but the customer's needs remain the number one priority. This program moves beyond the fundamentals of good customer service to the problems of dealing with more complex and difficult situations: How do you satisfy c...(more details)		VHS $99.95 DVD $99.95 DVD + 3-Year Streaming $149.93 3-Year Streaming $99.95
		Customer Service by Telephone This program offers some useful tools for using the telephone to communicate with customers, and it highlights some of the things customers find most irritating about phone communication: the unanswered phone, answering without identifying yourself, ...(more details)		VHS $99.95 DVD $99.95 DVD + 3-Year Streaming $149.93 3-Year Streaming $99.95
		Understanding What the Customer Wants This program deals with the importance of focusing on the customer's problems, rather than on the service provider's. It shows how to read the customer's mood and respond appropriately, demonstrates the distinction between appearance and reality in a...(more details)		VHS $99.95 DVD $99.95
		Tuning In to the Customer This program offers techniques for hearing what the customer is really saying, in words and with body language. It stresses the importance of listening, shows common barriers to what seems like (but isn't) an ordinary skill, and explains how and when...(more details)		VHS $99.95 DVD $99.95 DVD + 3-Year Streaming $149.93 3-Year Streaming $99.95
		Handling Customer Service Stress This program emphasizes the importance of dealing with stress without damage to either oneself or the goal of working productively to provide service: learning to organize oneself, learning to change unacceptable situations, changing one's approach t...(more details)		VHS $99.95 DVD $99.95 DVD + 3-Year Streaming $149.93 3-Year Streaming $99.95

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