Tertiary Catalogue

Retail


The Customer Focused Person

The Customer Focused Person

Memorable Customer Service

Research, prior to social media, showed that satisfied customers used to tell between 3 to 8 people when they’ve had a great experience with a company. On the other side, where a customer has had a bad experience, in years gone by, they would...Show More
The Cycle of Service

The Cycle of Service

Memorable Customer Service

Stages in the cycle of service relate to those times when your customers are in contact with some part of your company and are formulating an opinion as to the type of organisation you work for. This Cycle of Service training video takes a look...Show More
Customer Contact

Customer Contact

Memorable Customer Service

It makes a lot of sense that every exposure you have with a customer whether it be on the telephone or face-to-face should be the best thing that has happened to that customer all day. This Customer Contact training video is an easy to follow...Show More
Handwashing and Cleaning Protocols

Handwashing and Cleaning Protocols

This short video will show you how to clean all kinds of things your hands, some countertops, and maybe even some other stuff! That might sound boring, which is why we decided to make the most hysterical video we could. You should also learn a...Show More
Controlling the Spread of Germs

Controlling the Spread of Germs

What to do when you're sick, how to cough or sneeze, where to stand when you're talking to others - this video has it all. Plus a few more surprises like grammar lessons, fashion advice, and possibly a message everyone needs to hear that nobody...Show More
How to Put on and Take off PPE

How to Put on and Take off PPE

More of us are wearing personal protective equipment now than ever before, and most of us are doing so without having been trained in the proper ways to put it on and take it off. This short training video will walk you through the proper order...Show More
Developing a Solution Mindset

Developing a Solution Mindset

Conflict De-Escalation Techniques

One way to handle conflict is to yell and scream until others get tired of arguing or flee the scene. Another way is to focus on finding solutions to the issue and finding a smooth and enjoyable way forward. This video will teach you how to do...Show More
Recognising and Removing Biases

Recognising and Removing Biases

Conflict De-Escalation Techniques

One of the first steps in conflict de-escalation is approaching that conflict with a clear head and open mind. This video will help you recognise and eliminate any attitudes or preconceived notions that might otherwise hamper your ability to have...Show More
Active Listening

Active Listening

Conflict De-Escalation Techniques

Knowing how to listen to others is perhaps the most important conflict de-escalation technique there is. This video will show you what active listening is, and also what it isn't, since those examples are rather amusing. And since listening is a...Show More
Communicating with Difficult Customers

Communicating with Difficult Customers

Conflict De-Escalation Techniques for Face Covering Policies

You've seen the news stories of customers getting into angry and sometimes violent confrontations over their refusal to wear face coverings, and you don't want that to happen to you. This video will help you avoid any problems by offering a...Show More
Communicating with Difficult Employees and Coworkers

Communicating with Difficult Employees and Coworkers

Conflict De-Escalation Techniques for Face Covering Policies

Your face covering policies won't work very well if everyone isn't following them. This video will show you how to steer people toward compliance without devolving into any no-win arguments. Active listening, a solution mindset, a little bit of...Show More
Preparing Your Workplace for a Face Covering Mandate

Preparing Your Workplace for a Face Covering Mandate

Conflict De-Escalation Techniques for Face Covering Policies

It's no secret that face covering mandates are among the most controversial and contentious issues facing the modern workplace. This video will help ensure that your policies are adopted as smoothly and seamlessly as possible. You'll also see a...Show More
Handshake Alternatives

Handshake Alternatives

The handshake has been our go-to greeting for several centuries, but there are times when you might not be willing or able to offer one. This short training offers several alternative greetings to the handshake and helps alleviate any confusion...Show More
Returning to Work Protocols and Guidelines

Returning to Work Protocols and Guidelines

As restrictions across the world begin easing and people start returning to work, how best to do that is a new and important question; after all, none of us has ever had to do this before. This short training video offers several simple...Show More
What to Do If You Test Positive for COVID-19

What to Do If You Test Positive for COVID-19

None of us wants to test positive for COVID-19. However, if it does happen, it's important to know what to do next. This short training video will walk you through all the important steps to take in the event of a positive diagnosis, from...Show More
Floats and Balances

Floats and Balances

Numeracy in Retail

For all retail businesses balancing a cash float at the end of day, strong mathematical skills are crucial. This video explains how to count the cash in a register at the end of the day, including differentiating between different methods of sale...Show More
Surcharges

Surcharges

Numeracy in Retail

Credit and debit cards are so convenient, which means that an understanding of card surcharges is crucial for retail employees. This video explains how different card types may have different surcharges and how a comparison of the actual cost of...Show More
Discounts

Discounts

Numeracy in Retail

Understanding the mathematical processes behind discounts is a crucial skill for working in retail. This video explains how basic division and subtraction calculations can be used to complement calculator skills to work out new prices of sale...Show More
Cash Handling

Cash Handling

Numeracy in Retail

Although technology enables easy and quick cash handling in many retail environments, a sound understanding of simple mathematics remains a helpful skill for working in retail. This video explains how mental maths can be used to ensure that...Show More
Break Times

Break Times

Numeracy in Retail

Every retail employee should understand how their shifts work and when their breaks are scheduled. This video explains how to use simple mathematics to calculate the length of shift times and when breaks should be taken in order to complete a...Show More
Stock Calculations

Stock Calculations

Numeracy in Retail

Calculating stock quantities is a critical skill in retail, as it helps to ensure minimal overspending. This video demonstrates the mathematical thinking used to work out how much marketing collateral is needed for a retail marketplace sale...Show More
Influencing Skills

Influencing Skills

Customer Service

There's plenty you can do to help influence a customer's decisions using the right type of communication. Gandolf gives his unique take on the key points to take from this short film.
Systems and Resources

Systems and Resources

Customer Service

Technologies and systems that are used properly save time and are an essential component of your job. Keith from UK series The Office re-caps.
Right First Time

Right First Time

Customer Service

Following company guidelines and basic best practice will help you get things right with customers first time. Here's how. Fun MTV-style re-cap reinforces all you need to know.
Interpersonal Skills

Interpersonal Skills

Customer Service

Using open and closed questions and understanding customers have different needs and expectations examined and more. Who else but Gandalf takes you through the key points again at the end.