DVDs and training videos on demand
Better Customer Service video training
Aimed at three different levels of the
organisation 1. Top management 2.
Supervisors and 3. Front line Staff
Available in 6 European languages
Customers and clients want to be served in a positive way.
This module will help frontline staff
develop rapport through body language
realise the importance of using greetings and names
show respect for unusual requests
be sensitive to cultural differences
overcome language barriers
The information in this module has been designed to meet the needs of
service staff in back-up and support roles.
A POSITIVE APPROACH 20 minutes
A SPECIAL SENSITIVITY 17 minutes
HOW TO USE THIS MODULE (Extracts from the discussion leader's guide)
1 READ OVERVIEW Page
who are customers and clients ? 6
what is service ? 7
service in Australia 7
process elements of excellent service 9
Familiarise yourself with the information given in the module. It will help you to understand the
subject and can be integrated into your training sessions.
2 PREVIEW VIDEOS 15
Using the video summary sheets provided for notes, view
A POSITIVE APPROACH 20 minutes 16
A SPECIAL SENSITIVITY 17 minutes 20
3 READ AND REVIEW ACTIVITIES MENU
Select appropriate activities for your training participants 24
4 DEVISE TRAINING SESSION
Select the appropriate training application 48
Study the sample one-day training session 49
Design your own tailored training session, incorporating
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
Vidéofilm : 35 minutes
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.
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.
87-89 Rue des Rosiers,
Le Mont Valerien,
92500 Rueil Malmaison
Telephone: 33 1 47 08 12 12
Fax: 33 1 47 08 01 58