WorldCat Identities

Ash Quarry Productions

Overview
Works: 447 works in 1,339 publications in 1 language and 7,964 library holdings
Genres: Instructional films  Internet videos  Educational films  Legends 
Roles: prn, Producer
Publication Timeline
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Most widely held works by Ash Quarry Productions
10 essential interviewing skills by Eve Ash( Visual )

8 editions published between 2001 and 2012 in English and held by 258 WorldCat member libraries worldwide

We conduct interviews for many purposes, including recruitment and market research. This focused program outlines the ten skills essential to achieving your goals when conducting an interview. The video helps viewers prepare logistics, determine structure and questions, build rapport, outline structure and process, encourage participation, establish facts, control the interview, listen actively, make judgments, and wrap up. Viewable/printable educational materials are available online
10 essential reception skills by Eve Ash( Visual )

7 editions published between 2001 and 2012 in English and held by 252 WorldCat member libraries worldwide

Every day visitors make judgements about your organization by the quality of the reception they receive. Learn the ten essential skills every receptionist needs to deliver a winning welcome
10 essentials for successful induction( Visual )

7 editions published between 2001 and 2012 in English and held by 247 WorldCat member libraries worldwide

Everyone remembers their good and bad experiences when starting a new job or joining a new team. This program delivers the essentials for successful induction to give new staff the best impression from day one
Dealing with abusive & threatening calls( Visual )

6 editions published between 2001 and 2012 in English and held by 246 WorldCat member libraries worldwide

Angry frustrated callers can sometimes become abusive and even threatening - making it stressful for those handling the calls. Discover the six skills for managing difficult calls and how to give professional warnings before terminating any call
Boomerang by Eric Checco( Visual )

6 editions published between 2002 and 2006 in English and held by 123 WorldCat member libraries worldwide

Learn how to use the reciprocity urge to create happy customers and cooperative teams. How can we turn angry customers around? How can we get others to listen to us? How can we influence members of our team? The answer lies in understanding the reciprocity urge, the basic drive in all people to respond according to how they are treated. Bill is unhappy with members of his team. He discovers that his own behaviour is the main cause of his problems. He realises that he needs to change the boomerangs he is throwing out, to ensure he gets the desired behaviour back. Boomerang will make your audience think about their own behaviour and how it needs to change if they want happy customers, cooperative team members and motivated staff. It is ideal as a session starter, or as a support for team development, customer service training or leadership development
Hotlines( Visual )

1 edition published in 2006 in English and held by 113 WorldCat member libraries worldwide

People come from a wide range of backgrounds with a varying range of needs and abilities. It is essential that call centre staff accommodate these differences in a natural and professional way. Key Learning Points: Speak clearly. Avoid jargon and slang. Slow down if necessary. Use repeats and pauses. Personalise service
Hotlines( Visual )

1 edition published in 2006 in English and held by 113 WorldCat member libraries worldwide

Call centre professionals have to be knowledgeable about their products and services so they can offer advice and alternatives. Key Learning Points: Be well informed. Add value. Follow through
Hotlines( Visual )

1 edition published in 2006 in English and held by 113 WorldCat member libraries worldwide

People in call centres are the window into their organisation. They need to present a professional image over the phone. This program covers the importance of speaking well, welcoming customers and using effective protocols for putting people on hold and transferring calls. Key Learning Points: Speak clearly. Avoid jargon and slang. Greet warmly Ask permission to hold. Respect customers on hold. Explain transfers. Offer more service
Hotlines( Visual )

1 edition published in 2006 in English and held by 113 WorldCat member libraries worldwide

When customers are angry it is important to deal with them effectively and professionally. Key Learning Points: Listen positively. Reduce anger by apologising. Don't take it personally. Stay calm. Be responsive. Outline the plan to help. Agree on solution. If the customer gets abusive, stick to rules and give warnings before disconnecting
Hotlines( Visual )

1 edition published in 2006 in English and held by 113 WorldCat member libraries worldwide

One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. They have to work out what the customer needs. Key Learning Points: listen sympathetically, apologize, take responsibility now, outline the plan to help, and gain customer agreement
Hotlines( Visual )

1 edition published in 2006 in English and held by 113 WorldCat member libraries worldwide

It is not enough for call centres staff to have the right manner. They must also focus on results. We all need to know how we are doing and how to improve our performance. Key Learning Points: achieve targets, get it right first time, and be committed to improvement
Hotlines( Visual )

1 edition published in 2000 in English and held by 113 WorldCat member libraries worldwide

Jamie, Martin and David work in a call centre. They form a band, The Dial Tones, and write a song that strikes a chord with everyone. They soon discover from their team coaches that they have a lot to learn
Hotlines( Visual )

1 edition published in 2006 in English and held by 113 WorldCat member libraries worldwide

Staff in call centres need to be able to control call time and manage talkative callers politely. Key Learning Points: Be patient. Respond and move on. Ask questions or offer help. Summarise. Interrupt politely - use name. Stick to rules
Hotlines( Visual )

1 edition published in 2000 in English and held by 113 WorldCat member libraries worldwide

Call centres need their staff to stay positive. This program encourages staff to manage pressure and enjoy the team. In particular it encourages staff to: stay calm, keep motivated, maintain professionalism, contribute to the team
Hotlines( Visual )

1 edition published in 2006 in English and held by 113 WorldCat member libraries worldwide

Staff in call centres need to learn to communicate clearly, especially if someone has difficulty understanding. Key Learning Points: Listen carefully to identify needs. Question to clarify and check. Give information clearly. Explain methodically. Ensure information is understood
Q & A( Visual )

1 edition published in 2009 in English and held by 113 WorldCat member libraries worldwide

You don't need to be involved in intensive counseling but, for the established or aspiring manager or leader, an understanding of why people do what they do is invaluable. In this program Eve Ash and Peter Quarry describe how to more clearly understand and manage workplace behaviour
Hotlines( Visual )

1 edition published in 2006 in English and held by 113 WorldCat member libraries worldwide

When faced with a problem, staff need to clarify the issues clearly and constructively. They should be resourceful when offering plans or solutions. Key Learning Points: listen to the problem, express concern or apologize, commit to helping, clarify the details, summarize and confirm, provide a solution ASAP, check satisfaction and offer more
Hotlines( Visual )

1 edition published in 2000 in English and held by 113 WorldCat member libraries worldwide

Call centre operators are often the first and most important point of contact with the customer. They need to have a positive approach to customers and learn to build rapport and be willing to help. Key Learning Points: Be enthusiastic. Take personal responsibility. Show interest. Engage with the customer. Use the customer's name
Take away training( Visual )

1 edition published in 2008 in English and held by 112 WorldCat member libraries worldwide

Many managers confuse a discipline interview with a counselling or coaching session. In this program, Psychologist Peter Quarry, explains the purpose of a discipline interview, when to conduct one and the practicalities involved
Take away training( Visual )

1 edition published in 2008 in English and held by 112 WorldCat member libraries worldwide

One of the keys to good business practice is building good relationships, and one of the most satisfying relationships you can build is that of a mentor. It may sound easy but in fact the role of a mentor is different to that of a supervisor or coach and, without this specific understanding, a mentor may end up micromanaging and suffocating the relationship, rather than advising in a mutually productive way. In this fascinating program, peak business psychologists Eve Ash and Peter Quarry discuss strategies for successful mentoring. Presenting two role-plays, the program clearly demonstrates how to establish the mentor process in the first meeting, and how to identify and confront challenging behavioural trends in a later meeting. This program gives a practical and informative look at the essential skills for successful mentoring
 
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Audience Level
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  Kids General Special  
Audience level: 0.24 (from 0.18 for 10 essenti ... to 0.35 for Boomerang ...)

WorldCat IdentitiesRelated Identities
Alternative Names
A.Q.

A.Q. (Ash Quarry Productions)

AQ

AQ (Ash Quarry Productions)

Languages
English (49)