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Demonstrates the importance of assertiveness for effective interaction with library users by comparing the effects of aggressive, submissive and assertive behaviour when dealing with awkward situations.
Support video for course B656, in three sections: 1) Data and Decisions: looks at the value and use of different kinds of marketing research with the UK Royal Mail; 2) Whipped into Action: examines...
Training programme looking customer service issues. Follows the experience of a man who, although let down by his garage, his bank, his dry cleaners, and the airline and hotel he uses, remains calm and...
With more competitive markets giving customers more choice than ever, providing a top-class service is a vital element in any business strategy. Using a case-study approach, The CUSTOMER IS ALWAYS RIGHT...
Six case studies in which the effects of poor staff attitudes and behaviour are contrasted with those resulting from more satisfactory staff performance. Shows situations commonly occuring in libraries:...
Six short scenes showing ways in which the public’s perception of a library can be affected by such things as external appearance, interior layout and guiding, attitudes of counter staff and communication...
How a firm’s image is perceived by the customer. Simulate a series of customer telephone enquires to a fictional mail order firm.
Shows how to handle a potential customer. A range of interpersonal skills are demonstrated including: greeting, using customers’ names, building rapport, closing, using eye contact, asking questions,...
Shows the giving, receiving and passing on of information. A range of interpersonal skills are demonstrated including: greeting a customer, closing, questioning, listening, making notes, introducing a...
Addresses issues relevant to house bulders when dealing with customers. Designed to be used as part of a customer service or after sales service training session. It is provided with a set. Uses two...
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