Management Training Videos 管理培訓錄像節目
Customer Service 顧客服務
Customer Care 客戶關注
Customer Service Gone Viral
顧客服務：網絡爆紅
You can't help but notice that almost everything we do now has a chance of being recorded, reviewed and presented to the entire planet. Without question, customers are making their buying decisions based on what they see online. This new kind of customer feedback puts service providers in a very vulnerable position, but there is something you can do about it.
"Customer Service Gone Viral" video program shows how to avoid customer service problems that lead to negative feedback. The video's host guides viewers through a variety of customer service problems presented as viral videos, recorded phone conversations, music videos, rants and blogs. Each problem in the video is followed by a practical, real world solution.
This program not only shows you how to avoid becoming an embarrassing internet sensation--it also demonstrates how to provide excellent service that will lead to rave reviews.
現今幾乎我們所做的一切，都有機會被記錄、審查甚至傳播至全世界。毫無疑問，客戶購買的決定是建基於他們在網上所看到的一切。對於這種新的客戶反饋形式，你可以做些什麼以作防範？本節目介紹如何避免顧客的負面反饋在互聯網上爆紅。然而，優質的服務也會在網上得到好評如潮。備有中文字幕、粵語及國語配音。
16 mins
English/Chinese subtitles/Cantonese/Mandarin
顧客服務：網絡爆紅
You can't help but notice that almost everything we do now has a chance of being recorded, reviewed and presented to the entire planet. Without question, customers are making their buying decisions based on what they see online. This new kind of customer feedback puts service providers in a very vulnerable position, but there is something you can do about it.
"Customer Service Gone Viral" video program shows how to avoid customer service problems that lead to negative feedback. The video's host guides viewers through a variety of customer service problems presented as viral videos, recorded phone conversations, music videos, rants and blogs. Each problem in the video is followed by a practical, real world solution.
This program not only shows you how to avoid becoming an embarrassing internet sensation--it also demonstrates how to provide excellent service that will lead to rave reviews.
現今幾乎我們所做的一切，都有機會被記錄、審查甚至傳播至全世界。毫無疑問，客戶購買的決定是建基於他們在網上所看到的一切。對於這種新的客戶反饋形式，你可以做些什麼以作防範？本節目介紹如何避免顧客的負面反饋在互聯網上爆紅。然而，優質的服務也會在網上得到好評如潮。備有中文字幕、粵語及國語配音。
16 mins
English/Chinese subtitles/Cantonese/Mandarin
Customer Empathy: The Emotional Solution To Customer Rentention
客戶同理心
You are about to learn something shocking. Your customers, your clients, your patients,you’re your employees are often feeling vulnerable, helpless, anxious, embarrassed, and out of control. These days, the world is so complex they need you to ease their fears about buying your products and services. They need you to be an empathetic, trusted advisor who understands their point of view... not merely a person who completes the transaction.
Training points inculding:
Customer want empathy... not service.
Perform like a talk show host.
When people love you, they give you more money.
Eliminate the fear of doing business with you.
同理心是確保優質服務不可或缺的先決條件，是與顧客建立長久關係的核心關鍵。服務員在服務過程中讓顧客感受到關心與重視，要站在顧客的角度思考而不是從企業或服務提供者的角度思考，將心比心從顧客的角度揣摩他們希望被對待的方式，並據以提供令顧客滿意的優質服務。備有中文字幕。
11 mins
English with Chinese subtitles
客戶同理心
You are about to learn something shocking. Your customers, your clients, your patients,you’re your employees are often feeling vulnerable, helpless, anxious, embarrassed, and out of control. These days, the world is so complex they need you to ease their fears about buying your products and services. They need you to be an empathetic, trusted advisor who understands their point of view... not merely a person who completes the transaction.
Training points inculding:
Customer want empathy... not service.
Perform like a talk show host.
When people love you, they give you more money.
Eliminate the fear of doing business with you.
同理心是確保優質服務不可或缺的先決條件，是與顧客建立長久關係的核心關鍵。服務員在服務過程中讓顧客感受到關心與重視，要站在顧客的角度思考而不是從企業或服務提供者的角度思考，將心比心從顧客的角度揣摩他們希望被對待的方式，並據以提供令顧客滿意的優質服務。備有中文字幕。
11 mins
English with Chinese subtitles
You've Got Customers!
真誠的顧客服務
The video follows the trials of a young customer service provider in his first job. There he receives an education from a most unlikely team of teachers - a bowling team. From them, he learns six key customer service techniques which could be used in any business, anywhere.
By the end of this engaging story, viewers will understand that ‘good service isn’t about flowery words and pleasant smiles. It’s about actions!’
Key training points:
- Be honest
- Listen before you sell
- Follow through on customer requests
- Know your product
- Take advantage of sales opportunities
現今的顧客不會被花言巧語或虛偽的笑容所蒙騙，其實他們需要的是真誠的顧客服務。備有粵語及國語配音。
20 mins
English/Cantonese/Mandarin
真誠的顧客服務
The video follows the trials of a young customer service provider in his first job. There he receives an education from a most unlikely team of teachers - a bowling team. From them, he learns six key customer service techniques which could be used in any business, anywhere.
By the end of this engaging story, viewers will understand that ‘good service isn’t about flowery words and pleasant smiles. It’s about actions!’
Key training points:
- Be honest
- Listen before you sell
- Follow through on customer requests
- Know your product
- Take advantage of sales opportunities
現今的顧客不會被花言巧語或虛偽的笑容所蒙騙，其實他們需要的是真誠的顧客服務。備有粵語及國語配音。
20 mins
English/Cantonese/Mandarin
What's In It For Me?
雙得益彰：顧客服務新觀念
What’s In It For Me? is the most innovative customer service video training tool in years. It addresses the topic of customer service from a viewpoint that will truly motivate employees their own perspective! Employees actually learn to consider What’s In It For Me? and make customer service decisions that are in the best interest of the customer, the organization and their own career.
Viewers will learn tactical, face-to-face techniques for providing exceptional customer service and they’ll learn how using these techniques will benefit their career.
這是一套創新的顧客服務培訓節目。重點強調提供好的顧客服務不單對顧客和公司有好處，對服務員的個人前途和發展有莫大的幫助。備有中文字幕、粵語及國語配音。
19 mins
English/Chinese subtitles/Cantonese/Mandarin
雙得益彰：顧客服務新觀念
What’s In It For Me? is the most innovative customer service video training tool in years. It addresses the topic of customer service from a viewpoint that will truly motivate employees their own perspective! Employees actually learn to consider What’s In It For Me? and make customer service decisions that are in the best interest of the customer, the organization and their own career.
Viewers will learn tactical, face-to-face techniques for providing exceptional customer service and they’ll learn how using these techniques will benefit their career.
這是一套創新的顧客服務培訓節目。重點強調提供好的顧客服務不單對顧客和公司有好處，對服務員的個人前途和發展有莫大的幫助。備有中文字幕、粵語及國語配音。
19 mins
English/Chinese subtitles/Cantonese/Mandarin
Point of Impact
前線顧客服務
Lifetime customers can be won or lost in a matter of seconds here, at the point of impact. The front line of any organization is where customers are won and lost - for life! Point of Impact clearly demonstrates the steps your front line needs to take to keep customers coming back... and it’s easy... if you have an A-C-E up your sleeve:
A - Attitude: Great customer service begins with a positive attitude Smile!
10-second rule
C - Communication: Positive, open body language
Questions - your most powerful tool
Listen!
E - Effort: The four rules of extra effort:
Get the facts Show you understand Let them know what you’re going to do Follow through.
全賴前線服務員工提供良好的顧客服務，讓顧客對公司留下良好的第一個印象。本全新節目專為前線服務員工而製作，介紹三個前線顧客服務必備的技巧，包括：良好的態度、溝通技巧和全力以赴。備有粵語及國語配音。
15 mins
English/Cantonese/Mandarin
前線顧客服務
Lifetime customers can be won or lost in a matter of seconds here, at the point of impact. The front line of any organization is where customers are won and lost - for life! Point of Impact clearly demonstrates the steps your front line needs to take to keep customers coming back... and it’s easy... if you have an A-C-E up your sleeve:
A - Attitude: Great customer service begins with a positive attitude Smile!
10-second rule
C - Communication: Positive, open body language
Questions - your most powerful tool
Listen!
E - Effort: The four rules of extra effort:
Get the facts Show you understand Let them know what you’re going to do Follow through.
全賴前線服務員工提供良好的顧客服務，讓顧客對公司留下良好的第一個印象。本全新節目專為前線服務員工而製作，介紹三個前線顧客服務必備的技巧，包括：良好的態度、溝通技巧和全力以赴。備有粵語及國語配音。
15 mins
English/Cantonese/Mandarin
So Help Me - Employee Edition
客戶服務：員工的態度
What do customers value most in customer service? Solving their problems quickly and correctly will retain or even build customer loyalty. Customer who don’t get their problems solved will leave and not return.
So Help Me - Employee Edition illustrates realistic customer service problems that can frustrate both customers and employees. The video provides solutions to these problems that satisfy everyone: the customer, the organization and the employee. These solutions include: working with policy to solve problems, helping customer as your own, and defining customer needs.
盡力認真去解決顧客的問題是贏取顧客忠誠的基礎。相反，如果不能幫助顧客解決他們的需要，怎樣也留不住他們。前線的服務員擔當的角色非常重要，他們必須有正確和積極的工作態度，才可在滿足客戶要求的同時，得到機構或同事之間的信任。備有粵語及國語配音。
16 mins
English/Cantonese/Mandarin
客戶服務：員工的態度
What do customers value most in customer service? Solving their problems quickly and correctly will retain or even build customer loyalty. Customer who don’t get their problems solved will leave and not return.
So Help Me - Employee Edition illustrates realistic customer service problems that can frustrate both customers and employees. The video provides solutions to these problems that satisfy everyone: the customer, the organization and the employee. These solutions include: working with policy to solve problems, helping customer as your own, and defining customer needs.
盡力認真去解決顧客的問題是贏取顧客忠誠的基礎。相反，如果不能幫助顧客解決他們的需要，怎樣也留不住他們。前線的服務員擔當的角色非常重要，他們必須有正確和積極的工作態度，才可在滿足客戶要求的同時，得到機構或同事之間的信任。備有粵語及國語配音。
16 mins
English/Cantonese/Mandarin
So Help Me - Supervisor Edition
客戶服務：上司的態度
How do supervisors affect customer service? We all know that frontline service people directly impact customer satisfaction. But we don’t often look at how much a supervisor’s behavior influences the service a customer ultimately receives.
So Help Me - Supervisor Edition takes a fresh look at customer service by showing the direct connection between a supervisor’s behavior and the way employees treat customers. When employee is listened to, respected, and encouraged, they will do the same for their customers. Supervisory behaviors that promote excellent service include: telling people what they’re doing right, helping employees find solutions, focusing on people rather than numbers, empowering people to do their jobs, and turning mistakes into opportunities for growth.
上司的態度與行為或會影響下屬服務顧客的表現，如果下屬受到尊重得到主管的鼓勵與支持，最終得益的會是顧客。身為主管的你必須以身作則，樹立良好的服務典範，協助下屬解決顧客的問題，共同建立卓越的客戶服務。優質的客戶服務是在乎你的領導，一切由你而起。備有粵語及國語配音。
18 mins
English/Cantonese/Mandarin
客戶服務：上司的態度
How do supervisors affect customer service? We all know that frontline service people directly impact customer satisfaction. But we don’t often look at how much a supervisor’s behavior influences the service a customer ultimately receives.
So Help Me - Supervisor Edition takes a fresh look at customer service by showing the direct connection between a supervisor’s behavior and the way employees treat customers. When employee is listened to, respected, and encouraged, they will do the same for their customers. Supervisory behaviors that promote excellent service include: telling people what they’re doing right, helping employees find solutions, focusing on people rather than numbers, empowering people to do their jobs, and turning mistakes into opportunities for growth.
上司的態度與行為或會影響下屬服務顧客的表現，如果下屬受到尊重得到主管的鼓勵與支持，最終得益的會是顧客。身為主管的你必須以身作則，樹立良好的服務典範，協助下屬解決顧客的問題，共同建立卓越的客戶服務。優質的客戶服務是在乎你的領導，一切由你而起。備有粵語及國語配音。
18 mins
English/Cantonese/Mandarin
Mad About Customer Service
我的憤怒顧客
See how Michelle, a customer service representative deals with a very difficult situation - a husband and wife and their baby arrived at the luggage carousel that their bags don't arrive and no favorite toy. Learns a few tricks of the trade, Michelle discovers that ‘how’ she handles the situation is just as important as whether she actually solves their problem.
Key training points:
- Why Process is more important than Outcome
- The Flag, Purpose and Permission technique
- The world famous Pumpkin Method for handling abusive language
- How to take responsibility and go the extra mile.
焦急的媽媽和憤怒的爸爸加上他們數月大的孩子，站在航空公司的櫃檯前投訴行李不知所蹤，嬰兒的用品和參加婚宴的禮服全在行李內。假如您就是那位地勤服務員，您會如何處理呢？備有中文字幕、粵語及國語配音。
22 mins
English/Chinese subtitles/Cantonese/Mandarin
我的憤怒顧客
See how Michelle, a customer service representative deals with a very difficult situation - a husband and wife and their baby arrived at the luggage carousel that their bags don't arrive and no favorite toy. Learns a few tricks of the trade, Michelle discovers that ‘how’ she handles the situation is just as important as whether she actually solves their problem.
Key training points:
- Why Process is more important than Outcome
- The Flag, Purpose and Permission technique
- The world famous Pumpkin Method for handling abusive language
- How to take responsibility and go the extra mile.
焦急的媽媽和憤怒的爸爸加上他們數月大的孩子，站在航空公司的櫃檯前投訴行李不知所蹤，嬰兒的用品和參加婚宴的禮服全在行李內。假如您就是那位地勤服務員，您會如何處理呢？備有中文字幕、粵語及國語配音。
22 mins
English/Chinese subtitles/Cantonese/Mandarin
Managing For Customer Care
超越顧客的期望
Managers don’t often find themselves in the front line of customer care. But they do still have responsibility for it and a responsibility also to their front line staff, who handle customers directly.
This best-selling resource highlights the four key functions of management in relation to customer care. It also looks at what the customer sees as good service and ways in which front line staff can ensure their service matches up to their expectations.
員工能夠做到完美的顧客服務，首先管理階層必須以身作則，教導下屬與顧客建立良好關係，全心全意為顧客著想。本節目提供最佳的方法幫助你能夠真正做到「超越顧客的期望」。備有粵語及國語配音。
29 mins
English/Cantonese/Mandarin
超越顧客的期望
Managers don’t often find themselves in the front line of customer care. But they do still have responsibility for it and a responsibility also to their front line staff, who handle customers directly.
This best-selling resource highlights the four key functions of management in relation to customer care. It also looks at what the customer sees as good service and ways in which front line staff can ensure their service matches up to their expectations.
員工能夠做到完美的顧客服務，首先管理階層必須以身作則，教導下屬與顧客建立良好關係，全心全意為顧客著想。本節目提供最佳的方法幫助你能夠真正做到「超越顧客的期望」。備有粵語及國語配音。
29 mins
English/Cantonese/Mandarin
It's Not Whay You Say
優質服務:溝通技巧
A programme for improving customer service and communication skills. Excellent customer service comes when your staff say and do the right things and their body language, tone of voice and the way they listen to customers is also giving the right message. This realistic drama programme shows your staff exactly why excellent communication skills are vital to excellent customer service.
Key training points:
- Ensure your people consider the 'how' of communication as well as the 'what'
- Go beyond the basics - help everyone to handle more complex customer interactions
- Empower your people to deal effectively with customer challenges.
員工的說話，肢體語言，聲言語調或聆聽的方法都會影響提供優質的客戶服務。本節目介紹有效的溝通技巧幫助改善服務的素質。備有粵語及國語配音。
30 mins
English with Chinese subtitles
優質服務:溝通技巧
A programme for improving customer service and communication skills. Excellent customer service comes when your staff say and do the right things and their body language, tone of voice and the way they listen to customers is also giving the right message. This realistic drama programme shows your staff exactly why excellent communication skills are vital to excellent customer service.
Key training points:
- Ensure your people consider the 'how' of communication as well as the 'what'
- Go beyond the basics - help everyone to handle more complex customer interactions
- Empower your people to deal effectively with customer challenges.
員工的說話，肢體語言，聲言語調或聆聽的方法都會影響提供優質的客戶服務。本節目介紹有效的溝通技巧幫助改善服務的素質。備有粵語及國語配音。
30 mins
English with Chinese subtitles
Impressions in Service
卓越服務的開端
Impressions In Service deals with creating the right impression so that the customers are relaxed and let you get on with the job. It goes through the ‘first impression’ fundamentals - appearance, mannerisms, etc and takes the ‘job’ up to the front door. It introduces the ‘exceed the expectation’ principle and relates this to ‘impressions.’
Key training points:
- Workmanship vs Service Standards
- Creating Estatically Happy Customers
- The Power of The Unhappy Customer
- What is Expectation?
- Exceeding the Expectation
- Body Language
- Power of a Smile
- Building Trust
- Fisrt Impressions
- Personal Appearance
- Dress Appearance.
一個愉快的開端有助工作得更暢順。顧客對你的機構的第一個印象是十分重要的。本節目提供基本的要訣協助前線服務員更有效地提供卓越的顧客服務，讓他們留下良好的印象。備有粵語及國語配音。 備有中文字幕、粵語及國語配音。
19 mins
English/Chinese subtitles/Cantonese/Mandarin
卓越服務的開端
Impressions In Service deals with creating the right impression so that the customers are relaxed and let you get on with the job. It goes through the ‘first impression’ fundamentals - appearance, mannerisms, etc and takes the ‘job’ up to the front door. It introduces the ‘exceed the expectation’ principle and relates this to ‘impressions.’
Key training points:
- Workmanship vs Service Standards
- Creating Estatically Happy Customers
- The Power of The Unhappy Customer
- What is Expectation?
- Exceeding the Expectation
- Body Language
- Power of a Smile
- Building Trust
- Fisrt Impressions
- Personal Appearance
- Dress Appearance.
一個愉快的開端有助工作得更暢順。顧客對你的機構的第一個印象是十分重要的。本節目提供基本的要訣協助前線服務員更有效地提供卓越的顧客服務，讓他們留下良好的印象。備有粵語及國語配音。 備有中文字幕、粵語及國語配音。
19 mins
English/Chinese subtitles/Cantonese/Mandarin
People in Service
建立良好的客戶關係
People In-Service starts with the introduction to the customer in a way designed to start building trust, and then continues through different customer types and situations. It goes into what should be said and what should not be said. It covers all the basic human skills that should be used whilst in a customer’s home.
身為前線服務員，個人的外觀、舉止、禮貌和態度都是非常重要的。本節目介紹基本的人際溝通技巧讓您更容易與顧客建立良好的關係，增加他們對您的誠信。備有粵語及國語配音。
20 mins
English/Cantonese/Mandarin
建立良好的客戶關係
People In-Service starts with the introduction to the customer in a way designed to start building trust, and then continues through different customer types and situations. It goes into what should be said and what should not be said. It covers all the basic human skills that should be used whilst in a customer’s home.
身為前線服務員，個人的外觀、舉止、禮貌和態度都是非常重要的。本節目介紹基本的人際溝通技巧讓您更容易與顧客建立良好的關係，增加他們對您的誠信。備有粵語及國語配音。
20 mins
English/Cantonese/Mandarin
Exceeding Expectations!
喜出望外
Exceeding Expectations! stars Harry Anderson, popular star of TV's Night Court and Dave's World. We join Harry on a shopping trip to buy his wife a birthday present. Harry has come to his favorite gift shop - favorite because he is treated so well by Judy, the salesperson. Harry clearly makes the point that the excellent service is what keeps him coming back.
Key training points:
- Really listen to the customer to find his/her needs
- Respond quickly
- Avoid 'I don't know'
- Truly exceed expectations
- Create true customer loyalty.
本節目介紹怎樣以真誠的態度對待顧客做到真正超越他們的期望，與顧客建立良好而恆久關係。備有粵語及國語配音。
14 mins
English/Cantonese/Mandarin
喜出望外
Exceeding Expectations! stars Harry Anderson, popular star of TV's Night Court and Dave's World. We join Harry on a shopping trip to buy his wife a birthday present. Harry has come to his favorite gift shop - favorite because he is treated so well by Judy, the salesperson. Harry clearly makes the point that the excellent service is what keeps him coming back.
Key training points:
- Really listen to the customer to find his/her needs
- Respond quickly
- Avoid 'I don't know'
- Truly exceed expectations
- Create true customer loyalty.
本節目介紹怎樣以真誠的態度對待顧客做到真正超越他們的期望，與顧客建立良好而恆久關係。備有粵語及國語配音。
14 mins
English/Cantonese/Mandarin
The C.A.R.E. Principle
關懷備至的顧客服務
The goal of this training program is to promote the C.A.R.E. Principle in a retail environment - that Customers Are Really Everything. Success in a retail store depends on customers’ perceptions of how well they are treat by store employees. The C.A.R.E. Principle explores some basic, but important, steps that your employees can take to reassure customers that they are very important people.
Key training points:
- Recognize and communicate with the Waiting Customer
- Dealing with telephone interruptions
- Basic telephone courtesy
- Basic steps in handling customer complaints.
如何提供關懷備至的顧客服務？本節目介紹一些基本重要的步驟，令你的員工明白顧客服務的重要性。備有粵語及國語配音。
21 mins
English/Cantonese/Mandarin
關懷備至的顧客服務
The goal of this training program is to promote the C.A.R.E. Principle in a retail environment - that Customers Are Really Everything. Success in a retail store depends on customers’ perceptions of how well they are treat by store employees. The C.A.R.E. Principle explores some basic, but important, steps that your employees can take to reassure customers that they are very important people.
Key training points:
- Recognize and communicate with the Waiting Customer
- Dealing with telephone interruptions
- Basic telephone courtesy
- Basic steps in handling customer complaints.
如何提供關懷備至的顧客服務？本節目介紹一些基本重要的步驟，令你的員工明白顧客服務的重要性。備有粵語及國語配音。
21 mins
English/Cantonese/Mandarin
Own It! – Take Ownership of Your Job
自我擁有的態度
Own It! delivers its message by sharing the wisdom and experiences of superiors and front line personnel who have greatly enhanced their work experience by taking ownership of their jobs.
如果機構能夠令到員工在工作上採用自我擁有的態度，生產力便會提高，顧客亦會感到滿意和可以建立更融洽的工作環境。備有中文字幕、粵語及國語配音。
20 mins
English/Chinese subtitles/Cantonese/Mandarin
自我擁有的態度
Own It! delivers its message by sharing the wisdom and experiences of superiors and front line personnel who have greatly enhanced their work experience by taking ownership of their jobs.
如果機構能夠令到員工在工作上採用自我擁有的態度，生產力便會提高，顧客亦會感到滿意和可以建立更融洽的工作環境。備有中文字幕、粵語及國語配音。
20 mins
English/Chinese subtitles/Cantonese/Mandarin
Connor - The ISO 9001:2008 Road Movie Leadership Skills For Customer Satisfaction
ISO 9001:2008國際品質標準：達至顧客滿意的領導技巧
Achieving customer satisfaction is a core objective of an effective quality system. It needs much more than managerial processes. It requires managers at all levels to have a distinct set of leadership skills. Give your managers the leadership skills and actions they need to lead their teams to achieve customer satisfaction. Show managers:
How to know what the customer expects.
How to achieve what the customer requires.
How to get staff buy in and make it happen.
品質的概念深入各行各業，ISO 9001:2008的標準是以流程為導向，這意味認證能確定和反映企業的特定需求，幫助企業關注那些非常關鍵性的活動，來達到滿足客戶的需求。本節目介紹的領導技巧，有助各層面的管理人員，有效地領導團隊以達至客戶的滿意度。備有中文字幕。
27 mins
English with Chinese subtitles
ISO 9001:2008國際品質標準：達至顧客滿意的領導技巧
Achieving customer satisfaction is a core objective of an effective quality system. It needs much more than managerial processes. It requires managers at all levels to have a distinct set of leadership skills. Give your managers the leadership skills and actions they need to lead their teams to achieve customer satisfaction. Show managers:
How to know what the customer expects.
How to achieve what the customer requires.
How to get staff buy in and make it happen.
品質的概念深入各行各業，ISO 9001:2008的標準是以流程為導向，這意味認證能確定和反映企業的特定需求，幫助企業關注那些非常關鍵性的活動，來達到滿足客戶的需求。本節目介紹的領導技巧，有助各層面的管理人員，有效地領導團隊以達至客戶的滿意度。備有中文字幕。
27 mins
English with Chinese subtitles
