Service 2000 

Call Number: HD31 .S4 1991
Location: Circulation Desk
Publication information: [Denver, Colo. : National Audio Video, distributor, 1991]
Physical description: 1 videocassette (62 min.) : sd., col. ; 1/2 in
Description: Kelsey Tyson discusses how to make service become an integral part of an organization's culture and not just a policy. He discusses management practices which yield service-oriented management, people, and systems

Leadership, top to bottom, inside out;the key to service excellence 

Call Number: HD57.7 .M47 1990
Location: Circulation Desk
Publication information: [Denver, Colo. : National Audio Video, distributor], c1990
Physical description: 1 videocassette (47 min.) : sd., col. ; 1/2 in
Description: Michael Mescon discusses leadership as a value-added style of management that can attract, train and retain successors whose accomplishments surpass those of the teacher

Building a successful business 

Call Number: HD62.5 .B8 1999
Location: General
Publication information: Minneapolis, MN : Richard Diercks Co., c1991-1999
Physical description: 10 videocassettes (7 hrs., 30 min.) : sd., col. ; 1/2 in
Contents: [tape 1] How to start and operate your own business (43 min.) -- [tape 2] How to create a successful business plan (36 min.) -- [tape 3, pt. 1] Dealing with hiring employees (25 min.) ; [tape 3, pt. 2] Dealing with firing employees (25 min.) -- [tape 4] Finding new customers for your business (pt. 1-2) (28, 32 min.) -- [tape 5] How and when to hire temps and freelancers (24 min.) -- [tape 6, pt. 1] Advanced selling : consultative selling (21 min.) ; [tape 6, pt. 2] Advanced selling : behavioral styles (28 min.) -- [tape 7] Effective telephone selling and closing (30 min.) -- [tape 8] Making the unhappy customer love you (28 min.) -- [tape 9] Everyone in the company is a salesperson (15 min.) -- [tape 10] Fundamentals of effective selling (pt. 1-2) (19, 35 min.)

Rage in the air 

Call Number: HE9787.3.A4 R344 2000
Location: General
Publication information: [S.l.] : A & E Home Video New York, NY : Marketed and distributed in the U.S. by New Video, c2000
Physical description: 1 videocassette (ca. 50 min.) : sd., col. ; 1/2 in
Description: Interviews passengers who were trapped on a Northwest Airlines plane for 8 hours in Jan. 1999. Discusses causes of rage by passengers, such as flight delays, bad food, deregulation, cost, and most importantly bad communication. Flight attendants also discuss difficulties with out-of-control passengers

Give 'em the pickle! 

Call Number: HF5386 .G584 2002
Location: Circulation Desk
Publication information: Seattle, WA : Media Partners, c2002
Physical description: 1 videocassette (18 min.) : sd., col. ; 1/2 in. + 1 leader's guide (v, 46, 13 p. ; 26 cm.) + 1 book (157 p. ; 22 cm.)
Description: Discusses the secret to a successful business, which is doing those special or extra things (pickles) to make customers happy. Outlines the four principles that will help ensure your customers keep coming back: service, attitude, consistency, and teamwork

Customer service 

Call Number: HF5389 .C878 2002
Location: General
Publication information: [Vancouver, WA] : Princess Co. : Distributed by the School Co., c2002
Physical description: 5 videocassettes (34 min.) : sd., col. ; 1/2 in
Description: Highlights five customer service related skill areas most in demand by employers. Presents practical and concrete skills that can immediately be used in a work setting. Ideal for employment training, life skills classes, business education or vocational courses, and self career exploration, will leave students with a clear understanding of what they must do to succeed in the workplace
Contents: [v. 1.] Basic customer service etiquette (6:39 min.) -- [v. 2.] Professional appearance (6:57 min.) -- [v. 3.] Reception skills (6:18 min.) -- [v. 4.] Telephone skills (6:38 min.) -- [v. 5.] Work ethic skills (6:52 min.)

Commendable customer service 

Call Number: HF5415.5 .C664 2004
Location: General
Publication information: Monmouth Junction, NJ : Meridian Education Corp., c2004
Physical description: 1 videocassette (17 min.) : sd., col. ; 1/2 in. + 1 teacher's guide (23 p. ; 18 cm.)
Description: Learn how to provide exceptional customer service with a smile, a professional appearance, and a positive attitude. Also learn how to stay in control when dealing with demanding or rude customers over the phone, how to actively listen, and how to come up with solutions that satisfy

Create a company customers will love to do business with!;from the inside-out 

Call Number: HF5415.5 .C7 1994
Location: General
Publication information: Boston, MA : Goldhirsh Group, c1994
Physical description: 1 videocassette (67 min.) : sd., col. ; 1/2 in
Description: Some of the world's leading customer service experts guide you in building a customer oriented culture in your company. Discover who your most important customer really is, why you should hire employees with certain unteachable skills, how enhanced employee self-esteem can mean increased productivity, and what it takes to engineer a management mission geared toward caring

The difficult guest 

Call Number: HF5415.5 .D544 1996
Location: Circulation Desk
Publication information: [Seattle, Wash.] : Media Partners Corp., c1996
Physical description: 2 videocassettes (38 min.) : sd., col. ; 1/2 in. + user's guide (48 p. ; 26 cm.) + 1 workbook (82 p. : ill. ; 26 cm.)
Description: Combines comedy, customer interactions we can all relate to, and a cast of characters to set an entertaining stage for some solid training on recognizing, understanding and taking care of difficult customers
Contents: The difficult guest (24 min.) -- The difficult guest: training role plays (14 min.)

The 5 values of GREAT customer service 

Call Number: HF5415.5 .F594 1999
Location: Circulation Desk
Publication information: Bellevue, WA : Quality Media Resources, Inc., [1999?]
Physical description: 1 videocassette (24 min.) : sd., col. ; 1/2 in. + 1 study & facilitator's guide
Description: Presents a values-based approach to serving diverse populations. Employees work on the communication skills needed to meet or exceed the service expectations of their diverse customers. Reviews the meaning of the acronym GREAT : Greet, Respect, Evaluate, Adjust, Thank

How to communicate your customer service vision;and get your employees to sign on 

Call Number: HF5415.5 .H6 1994
Location: General
Publication information: Boston, MA : Goldhirsh Group, c1994
Physical description: 1 videocassette (37 min.) : sd., col. ; 1/2 in
Description: Gives you all the management secrets you need to inspire every employee in your company to deliver winning customer service. You'll learn about emotional literacy and other important leadership skills necessary for implementing your vision and maintaining it as your company grows. Discover the first thing a manager must let go of to make customer service work and how to maintain an annual customer service retention plan

The multicultural customer 

Call Number: HF5415.5 .M93 1993
Location: General
Publication information: Bensenville, IL : LearnCom [distributor], c1993
Physical description: 1 videocassette (20 min.) : sd., col. ; 1/2 in. + 1 leader's guide (9 p. ; 28 cm.)
Description: Discusses effective ways of serving multicultural customers including greeting your customers, establishing rapport, determining expectations, and maintaining follow-ups

The secret;customer service uncovered 

Call Number: HF5415.5 .S43 2001
Location: Circulation Desk
Publication information: Virginia Beach, VA : Coastal Training Technologies Corp., 2001
Physical description: 1 videocassette (15 min.) : sd., col. ; 1/2 in. + 1 CD-ROM (4 3/4 in.) in container 25 X 4 X 18 cm
Description: Follows a retailer, a banker and a technical support person as they unveil the secret to excellent customer service. Confronts unique challenges presented by different customers and demonstrates the appropriate way to handle each situation. Presents helpful suggestions for excellent customer service

Taking C.A.R.E. of business;choosing to deliver remarkable customer service 

Call Number: HF5415.5 .T355 1999
Location: Circulation Desk
Publication information: Portland, OR : CMD Publishing ; St. Paul, MN : Distributed by Star Thrower Distribution, 1999
Physical description: 1 videocassette (25 min.) : sd., col. ; 1/2 in. + workbook/leader's guide (77 p. ; 26 cm.)
Description: From greeting customers and gracefully managing several at once, to handling dissatisfied customers and keeping a fresh outlook at all times, emphasizes personal accountability as it teaches employees to actively improve their customer relations skills. Great customer service professionals choose to be: C.onnected, A.ttentive, R.esponsible, E.nthusiastic

The 25 best customer service ideas you can use today!;and some of the worst 

Call Number: HF5415.5 .T94 1994
Location: circd,genrl
Publication information: Boston, MA. : Goldhirsh Group, c1994
Physical description: 1 videocassette (37 minutes) : sd., col. ; 1/2 in

What do you say?;the right words at the right time 

Call Number: HF5415.5 .W459 2003
Location: Circulation Desk
Publication information: Seattle, Wash. : Media Partners, c2003
Physical description: 1 videocassette (28 min.) : sd., col. ; 1/2 in. + 1 manager's guide (33 p. ; 26 cm.) + 1 employee handbook (42 p. ; 22 cm.) + 48 game cards + 16 customer character cards + play money
Description: Models desirable customer service behaviors as it focuses on helping frontline employees handle awkward and challenging situations. The 23 min. feature presentation is followed by a five minute practice section. The accompanying card game provides interactive reinforcement of learned concepts

Competing with the mass merchandisers 

Call Number: HF5429.3 .C6 1994
Location: General
Publication information: Minnetonka, MN : Insignia Systems, c1994
Physical description: 5 videocassettes (222 min.) : sd., col. ; 1/2 in. + 1 program guide (56 p. : ill. ; 19 cm.) + 1 videocassette (45 min.)
Description: Kenneth E. Stone presents tips, ideas, strategies and practical applications on how to be successful in today's competitive retail marketplace
Contents: 1. The emergence of the mass merchandisers (50 min.) -- 2. The impact of mass merchandisers on local markets (33 min.) -- 3. Tips to combat the mass merchandisers' low price image (28 min.) -- 4. Marketing that's in tune with today's customer (31 min.) -- 5. Customer relationships and service strategies to boost buyer satisfaction and loyalty (35 min.) -- [6] Creative merchandising : put a new twist on the tried and true merchandising techniques to make sales soar / by G.L. Hoffman (45 min.)

Fish!;catch the energy, release the potential! 

Call Number: HF5549.5.M63 F5 1998
Location: Circulation Desk
Publication information: Burnsville, MN : ChartHouse Internatonal Learning Corporation, c1998
Physical description: 1 videocassette (17 min.) : sd., col. ; 1/2 in. + 1 facilitator's guide + 1 playbook + 1 stuffed fish
Description: Shows employees how to generate the energy needed for a high-morale work environment. Highlights four main concepts: play, make their day, be there, choose your attitude. Also portrays the playful atmosphere necessary for creativity to flourish, as embodied by the world famous Pike Place Fish Market of Seattle, Washington

Fish! sticks;keeping the vision alive 

Call Number: HF5549.5.M63 F52 1999
Location: Circulation Desk
Publication information: Burnsville, MN : Charthouse Learning, c1999
Physical description: 1 videocassette (17 min.) : sd., col. ; 1/2 in. + facilitator's guide (34 p. ; 22 cm.) + play book (32 p. ; 22 cm.) + stuffed fish (24 x 15 x 12 cm.)
Description: Using the fish philosophy made famous by the Pike Place Fish Market in Seattle, Washington, this vides shows employees how to keep from losing sight of the organization's vision. Places emphasis on personal responsibility

Fish!;catch the energy, release the potential! 

Call Number: HF5549.5.M63 F57 2002
Location: Circulation Desk
Publication information: Burnsville, MN : ChartHouse International Learning Corp., c2002
Physical description: 1 videodisc (17 min.) : sd., col. ; 4 3/4 in. + 1 guide (88 p. : col. ill. ; 26 cm.) + 1 work/play book (28 p. : col. ill. ; 22 cm.) + 1 stuffed fish toy + license agreement ([6] p. ; 15 x 15 cm.)
Description: Shows employees how to generate the energy needed for a high- morale work environment. Highlights four main concepts: play, make their day, be there, choose your attitude. Also portrays the playful atmosphere necessary for creativity to flourish, as embodied by the world famous Pike Place Fish Market of Seattle, Washington

Fish! tales;featuring Sprint call center 

Call Number: HF5549.5.M63 F5752 2000
Location: Circulation Desk
Publication information: Burnsville, MN : Charthouse Learning, c2000
Physical description: 1 videocassette (5 min.) : sd., col. ; 1/2 in
Description: Shows how organizations that have nothing in common with a fishmarket are creating more energy, fun, and effectiveness through the fish philosophy, made famous by the Pike Place Fish Market in Seattle, Washington. This short film takes a look at the Sprint Call Center in Kansas City, where the principles of fish have become a reality

Fish! tales. 

Call Number: HF5549.5.M63 F5753 2000
Location: Circulation Desk
Publication information: Burnsville, MN : Charthouse Learning, c2000
Physical description: 1 videocassette (9 min.) : sd., col. ; 1/2 in. + conversation guide (19 p. ; 17 cm.)
Description: Shows how organizations that have nothing in common with a fishmarket are creating more energy, fun, and effectiveness through the fish philosophy, made famous by the Pike Place Fish Market in Seattle, Washington. This short film takes a look at the Aspen Skiing Company in Colorado, where the principles of fish have become a reality

Fish! tales. 

Call Number: HF5549.5.M63 F5754 2002
Location: Circulation Desk
Publication information: Burnsville, MN : Charthouse Learning, c2002
Physical description: 1 videocassette (12 min.) : sd., col. ; 1/2 in. + conversation guide (17 p. ; 17 cm.)
Description: Tile Tech Roofing Company of Tacoma, Washington has adopted the simple principles of the FISH! philosophy and they have improved safety by being fully present. The employees and management have opened the lines of communication. Any employee can visit Head Coach Doug Vieselmeyer's Doug-Out in order to discuss anything, and the roofers are free to coach each other on anything-- and they have fun doing it!

Fish! tales. 

Call Number: HF5549.5.M63 F5755 2002
Location: Circulation Desk
Publication information: Burnsville, MN : Charthouse Learning, c2002
Physical description: 1 videocassette (19 min.) : sd., col. ; 1/2 in. + 1 conversation guide (23 p. ; 17 cm.)
Description: At Missouri Baptist Medical Center, the staff deals with emotionally difficult situations, the challenges of providing exceptional health care and the everyday stresses we all feel. But when they introduced the FISH! philosophy into their environment, they revitalized their work and their lives. Go behind the scenes at Missouri, where the staff learned to Be There for patients and for each other, no matter how difficult the situation

Fish! tales. 

Call Number: HF5549.5.M63 F5756 2002
Location: Circulation Desk
Publication information: Burnsville, MN : Charthouse Learning, c2002
Physical description: 1 videocassette (13 min.) : sd., col. ; 1/2 in. + 1 conversation guide (20 p. ; 17 cm.)
Description: Go behind the scenes as the employees at Rochester Ford Toyota put the Fish! philosophy into play. Watch them transform a divisive workplace to one of teamwork, coorperation and fun-- and go from worst to first in their region

Fun is good 

Call Number: HF5549.5.M63 F86 2004
Location: Circulation Desk
Publication information: St. Paul, MN : Star Thrower Distribution Corporation, c2004
Physical description: 2 videodiscs (32 min.) : sd., col. ; 1/2 in. + 1 leader's guide (41 p. : ill. ; 28 cm.) + 1 workbook (35 p. : ill. ; 28 cm.) + 5 reminder cards + CD-ROM (4 3/4 in.)
Description: Helps participants understand the importance of making work fun, featuring the St. Paul Saints minor league baseball team. Emphasizes the significance of utilizing a positive attitude and finding passion at work. Key concepts: discover your passion, bring a positive attitude, show people you care
Contents: Regular version (14 min.) -- Extended version (18 min.)

Fun is good 

Call Number: HF5549.5.M63 F86 2004 VHS
Location: Circulation Desk
Publication information: St. Paul, MN : Star Thrower Distribution Corporation, c2004
Physical description: 2 videocassettes (32 min.) : sd., col. ; 1/2 in. + 1 leader's guide (41 p. : ill. ; 28 cm.) + 1 workbook (35 p. : ill. ; 28 cm.) + 5 reminder cards
Description: Helps participants understand the importance of making work fun, featuring the St. Paul Saints minor league baseball team. Emphasizes the significance of utilizing a positive attitude and finding passion at work. Key concepts: discover your passion, bring a positive attitude, show people you care
Contents: Regular version (14 min.) -- Extended version (18 min.)

How to create a successful business plan ; Everyone in the company is a salesperson 

Call Number: HF 5718.22 .H6 1991
Location: General
Publication information: [Plymouth, Minn. : American Business Videos, distributor, 1991]
Physical description: 2 videocassettes (ca. 45 min.) : sd., col. ; 1/2 in.+ 1 reference book (18 p. ; 24 cm.) in container (29 cm. x 25 cm.)
Description: Shows how to develop and organize a business plan into a clear, cohesive document that includes all the key elements: executive summary, the company and its products, industry and competitive analysis, marketing strategy, management team, and financial planning

Is the customer always right? 

Call Number: Z716.3 .I7 1994
Location: General
Publication information: Townson, Md. : American Library Association ; Library Video Network, c1994
Physical description: 1 videocassette (23 min.) : sd., col. ; 1/2 in
Description: Learn techniques for dealing with difficult situations and then have a chance to apply them by participating in mini-case studies

8/17/2005

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