Tertiary Catalogue

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 tell 10 to 20 people of that bad experience. Those figures could be multiplied many times over now with the advent and ease of social media. This Customer Focused Person training video is an easy to follow look at the value of each customer interaction you might have on a daily basis. Show Less

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 at each stage of negotiations between a client and a printing company and where dealings may have fallen down in the end. Show Less

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 guide on the importance of each customer contact. Show Less

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 new song that we're betting will be stuck in your head soon. Enjoy! Show Less

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 else has ever been willing to put on video. This is far and away the most entertaining hygiene training you'll ever see. Have fun! Show Less

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 for both putting on and removing PPE, and it also covers when to wash your hands (hint - it's not just when you're done). Since improper removal of PPE can negate the entire purpose of having put it on in the first place, this is probably important training for anybody who will be in a position to wear it. And don't worry, we made it as entertaining as we could because, well, that's what we do. Another training video from The Jeff Havens Company, where we offer serious solutions in a seriously funny way. Learning Objectives: - Steps for putting on and removing various forms of PPE - Understanding when and how to practice good hand hygiene during the PPE removal process Show Less

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 the latter. Although you'll also see what happens when you ignore a solution mindset in favor of anger and name calling. Brace yourself, though, it isn't pretty. Show Less

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 a calm and rational conversation. You'll also learn a secret about pandas that might help you avoid catastrophe. Enjoy! Show Less

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 non-verbal skill, we also included some other non-verbal techniques in here. In fact, we packed so much stuff in this video you'll wonder how the whole thing doesn't explode at the end. (Answer because we didn't have the budget for it.) Enjoy! Show Less

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 step-by-step process for talking with anyone who doesn't want to follow your face covering policy. You'll also see several examples of how not to talk to them, since those ones are a lot of fun to film. Show Less

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 empathy, unhelpful insults, this video has it all! (Hint: the unhelpful insults aren't actually a good approach, in case you were wondering. But sometimes it helps to see things done wrong in order to learn how to do them right.) Show Less

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 creative use for face coverings, and at least one option that you probably shouldn't let people wear. Just because this is a serious subject doesn't mean we can't have a little fun with it. Enjoy! Show Less

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 or embarrassment that might result from offering a greeting different from the one others are expecting. As we work to establish new norms in a post-pandemic world, this simple training should help everyone move forward quickly and comfortably. You'll also see a handful of failed attempts at greeting others, because there's no reason we can't have some fun with this. Another training offering from The Jeff Havens Company, where we provide serious solutions in a seriously funny way. Show Less

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 strategies to make your return to work as seamless and comfortable as possible. It also mentions burritos and inflatable pool toys, which means you might end up enjoying this training more than you maybe thought possible. Another training video from The Jeff Havens Company, where we offer serious solutions in a seriously funny way. Learning Objectives - Emphasise the importance of staying home if you are feeling unwell - Develop respect for people who see this situation differently than you do - How to view your company's return to work policies in a positive light, rather than as a collection of punitive measures. Show Less

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 self-isolation all the way through to recovery. This might be information you'd think every one of us would know by now, but it can't hurt to make sure that's true. Besides, we managed to put a few things in here that might actually make you smile a little. Another training course from The Jeff Havens Company, where we provide serious solutions in a seriously funny way. Learning Objectives: - Strategies for reducing the chance of infecting others - Understanding when it will be safe to resume normal activities following a positive diagnosis - Knowing which symptoms should prompt a call or visit to a medical professional Show Less

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 and totalling up different denominations. Clean, clear graphics show multiple methods and working out to assist learners at every step. A valuable resource for vocational learners interested in joining the retail industry but needing to practise their numeracy skills. Show Less

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 purchase can influence a customer’s buying decisions. Clean, clear graphics show multiple methods and working out to assist learners at every step. A valuable resource for vocational learners interested in joining the construction industry but needing to practise their numeracy skills. Show Less

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 stock in a skate shop. Clean, clear graphics show multiple methods and working out to assist learners at every step. A valuable resource for vocational learners interested in joining the retail industry but needing to practise their numeracy skills. Show Less

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 customers are given the correct change for their purchases, even when the POS system is unavailable! Clean, clear graphics show multiple methods and working out to assist learners at every step. A valuable resource for vocational learners interested in joining the construction industry but needing to practise their numeracy skills. Show Less

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 timesheet, including times in 12-hour and 24-hour format. Clean, clear graphics show multiple methods and working out to assist learners at every step. A valuable resource for vocational learners interested in joining the retail industry but needing to practise their numeracy skills. Show Less

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 weekend. Clean, clear graphics show multiple methods and working out to assist learners at every step. A valuable resource for vocational learners interested in joining the retail industry but needing to practise their numeracy skills. Show Less