DVDs and training videos on demand
Better Customer Service video training
The Improving Service Series...
... was created by psychologists Peter Quarry and Eve Ash to meet an urgent need in Australian
organisations for high quality service training. The series’ philosophy recognises that
organisations must look at how their whole organisation functions.
Thus, a range of modules has been produced for staff at various levels - senior managers and
supervisors, as well as frontline and other service staff. Each module covers a topic vital to those
organisations wanting to offer exceptional service.
Accompanying videos cover a variety of situations, over a range of industries, so that common
principles can be highlighted. Each video has been designed to encourage service staff to identify
and appreciate quality service... as receivers as well as providers. Service staff who are sensitive
to receiving quality service become sensitive to providing it.
Exceptional service must start with senior managers. Service leadership involves
staying in touch with customers
creating a ‘service culture’
leading by example
gaining staff commitment.
This module covers the role senior managers must play to ensure that their organisation provides
This module has been designed to meet the needs of senior managers. It may also be relevant to
some middle managers, particularly if they are at branch or department head level.
IT STARTS AT THE TOP 21 minutes
STAYING IN TOUCH 15 minutes
HOW TO USE THIS MODULE (Extracts from the discussion leader's guide)
1 READ OVERVIEW Page
the need for service 6
the role of senior managers 7
strategic planning 7
staying in touch with customers 9
developing a ‘service culture’ 10
leading by example 11
gaining staff commitment 10
Familiarise yourself with the information given in the overview. It will help you to
understand the subject and relevant parts can be integrated to suit your application.
2 PREVIEW VIDEOS
Using the video summary sheets provided for your notes, view
IT STARTS AT THE TOP - 21 minutes 14
STAYING IN TOUCH - 15 minutes 18
3 READ AND REVIEW ACTIVITIES MENU
Select the appropriate activities for your training needs. 21
4 DEVISE A SESSION
Select the appropriate application for your needs. 28
Study the sample half-day session. 29
Then, design your own session, incorporating
your input based on the overview
activities chosen from the menu
other related materials.
Available in French, Spanish, Italian, German, Portuguese and Dutch.
7 D / Formavision
Support Materials available: Training leader’s guide.
The preview or hire charge is entirely deducted in the case of the purchase of the videofilm so you
save time and make good decisions.
To view this title free of charge please make a reservation in our Paris viewing room.
Vidéofilm : 36 minutes
87-89 Rue des Rosiers,
Le Mont Valerien,
92500 Rueil Malmaison
Telephone: 06 75 03 55 47