CUSTOMER SERVICE - MAKE IT EASY

"Am I making it easier or harder for my customers?" Many customers these days are not hap-py with the service they're receiving. They're angry, frustrated and headed for the door. So what do they want? They want service that's efficient and painless, with minimal effort on their part; in other words, customer service made easy. This video training program will help you deliver just that. "Customer Service: Make It Easy!" rein-forces 4 essential customer service con-cepts: Acknowledge, Observe, Listen and Act. First, you'll see how frustrating it is for customers when these concepts are forgotten. Then you'll see how to make the customer experience easier. Throughout the program, you are asked to consider, "Am I making it easier--or harder--for my customers?" If you consis-tently use the concepts demonstrated in the video, you will make it easier. And that, more than anything else, builds cus-tomer loyalty. Key Training Points: Customers want service that is efficient and painless, requiring minimum effort on their part. 4 Concepts to Make Customer Service Easy: Acknowledge Observe Listen Act To be effective, these concepts must be used together, consistently. Leaders Guide

DEFEATING UNCONSCIOUS BIAS: 5 STRATEGIES

Unconscious bias is in the news. From Silicon Valley to Wall St. to Main St., the impact of implicit bias is real and damaging to the workplace. Bias gets in the way of making good decisions in hiring and promoting. It also has a big impact on your employees and workplace in general. The vignettes illustrate how unconscious bias affects hiring, promoting and the functioning of a team and then demonstrates action steps to counter your personal bias. At the completion of training, each participant will: 1. Become aware of the impact of unconscious biases on themselves, their colleagues, and their workplace. 2. Understand that even unconscious biases can be defeated. 3. Learn how to employ 5 practical strategies to identify and counter their own unconscious biases. The training package includes the video, a comprehensive Leader's Guide that outlines a 90-minute workshop, a post-test handout, Powerpoint presentation, and a pack of 25 reminder cards. English DVD also includes French Subtitled version at no charge.

SIMPLE ENGLISH - CUTTING EDGE SERIES

TheCutting Edge Simple English Seriespackage was designed by psychologist Eve Ash, linguistics expert Dr Fran Byrnes and features comedienne Erin Brown and a team of talented performers from the Cutting Communication Comedy Series. It comprises 20 ground-breaking programs that combine psychology, linguistics and instructional design to engage learners of English. Each video includes tips and encouragers for new learners, simple chatting examples of language in use, grammar and language rules, words and expressions and opportunities for learners to copy examples in real time. Included in the package are PowerPoint slides, activities and handouts, certificates and full scripts. And if required, Closed Captions can be accessed. Each episode takes the following form: 1. Introduction 2. Chatting 3. Grammar 4. New words 5. Funny things we say 6. Listen and repeat 7. Tips This CUTTING EDGE SIMPLE ENGLISH SERIES follows the success of the CUTTING EDGE BASIC ENGLISH SERIES and the CUTTING EDGE ENGLISH AT WORK SERIES, and takes English to its simplest level for new starters to the language. It can be used in a wide range of language learning situations, in classrooms and for self-study. The series can be used for learners prior to using the BASIC ENGLISH and the more advanced ENGLISH AT WORK SERIES.

COURAGE 2 COACH

Let's face it. Being a manager these days is tough. We've all got a lot on our plate, and there are days then some of the people we manage seem to have a hard time with the concept of "common sense." And, as competitive as the job market is these days:it's difficult to attract and retain good people. The only thing that works is having the courage to coach. Effective coaching is the single most important factor in employee development today. Courage 2 Coach turns common sense into common practice with a our-step process that can be applied to any employee performance situation. Based on the national best-selling video program, The Courage to Coach , the completely updated video - Courage 2 Coach provides hands-on workshop activities and a realistic range of tough employee performance situations make this program ideal for organizations committed to supervisory success. An inherent part of being a manager or supervisor is dealing with tough employee situations. Sometimes it just seems easier to ignore the problem, rather than take the time and courage to confront the situation and get the employee back on track. Courage 2 Coach outlines a specific four-step process for coaching that will work in any employee performance situation. It begins with a critical first step-call it like you see it. You will also learn how to reach an greement on the problem, develop an action plan for correcting the problem and follow up with the employee. This program helps the organization: Increase manager effectiveness Enhance employee job satisfaction Minimize potential lawsuits After completing the Program, manager/supervisors will be able to: Start a coaching conversation Coach an attitude problem Coach an employee who won't take you seriously Ask a good performer to do more Document actions with an employee who's not geting the message DVD includes Facilitation/Participant Materials ELearing-Classic course 2 and 4 hour Options also available.

CONDUCTING EXTRAORDINARY PERFORMANCE APPRAISALS

Conducting extraordinary performance appraisals is an essential skill for every manager. The performance appraisal is the single most effective tool a manager an use for performance improvement. Appraisals serve as an opportunity to provide constructive feedback and coaching as well as a time to give recognition and inspiration. Not only do great appraisals improve employee performance, but they strengthen manager performance as well. After all, managers cannot truly succeed until their employees do. The extraordinary performance appraisal is not born out of a single meeting. Rather, it’s a continuous year round process. Performance appraisals are only meaningful when they have direct, ongoing influence on an employee's behavior and performance. And the appraisal won't have any influence if it's something that you only think about just one day out of the year. This program covers: Preparation Documentation Performance Logs Conducting a job analysis Employee Self-Appraisals Best practices for appraisal forms Best practices for appraisal meetings Keeping appraisals objective and job related Goal setting Follow through

New Releases

Embracing diversity and inclusion has become paramount for organizations who wish to succeed in today's business world. This brand new September 2016 production emphasizes that diversity is far more than harassment and discrimination. It means seeking, accepting and including ...
"Am I making it easier or harder for my customers?" Many customers these days are not hap-py with the service they're receiving. They're angry, frustrated and headed for the door. So what do they want? They want service that's efficient and ...
Let's face it. Being a manager these days is tough. We've all got a lot on our plate, and there are days then some of the people we manage seem to have a hard time with the concept of "common sense." And, as competitive as the job ...
This brand, new 2016 version of the film is better than ever with new footage and new true stories of some of the most important innovations in our history. What do heart surgery, the moon landing, automobiles, the lightbulb, home computers ...
More New Releases...

Best Sellers

This training resource will enable people to organize and chair meetings that are more effective and more motivating for those who attend. "I've got to go to a meeting" is a phrase that makes most people's hearts sink. It echoes with boredom, frustration and a general waste ...
With Bob Farrell, the most impassioned customer service guru of his time. This is a fun, motivating look at the most important thing we can do in business...take care of the customer. We're all in the people business. Our job is to make customers happy. What's the best way to ...
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CELEBRATE WHAT'S RIGHT.... BETTER THAN EVER

Very few training programs have been as successful as Celebrate What's Right With the World with Dewitt Jones. Clients everywhere have found that it inspires viewers to focus on the positive, look at problems as opportunities and to realize that the world truly is a place of potential. It's a message that has never been more important.

We have now made this program even better. By going back to the original master tapes and original photographs, we have reformatted the video to vastly improve the overall viewing experience. 


 

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