Training Clips

Here you will find more than 80 video clips from our award winning and best selling programs.  Our clips range between 1-4 minutes and cover a wide variety of topics, from Leadership to Body Odor and Angry Customers to Sexual Harassment.  We’ve made these available as easy-to-use video URLs. Preview the clips directly from this page and when you're ready to purchase, add them to your cart. For more details, select How It Works.

Customer Service Clips

DG1: The Distracted Guest

from The Difficult Guest

The Distracted Guest: A funny scene about dealing with customers who are distracted. 2:05 min.

DG2: The Disappointed Guest

from The Difficult Guest

The Disappointed Guest: A funny scene set on an airplane about a hapless passenger who is stuck between an arguing older couple. 1:26 min.

DG3: We All Have Baggage

from The Difficult Guest

We All Have Baggage: A funny scene about a surly employee with her own "baggage," who snaps at an irritating customer. 1:26 min.

DG4: The Disruptive Guest

from The Difficult Guest

The Disruptive Guest: A funny scene about customer whose credit card is cut up in front of his clients. 1:53 min.

GEP1: Punishing Good Customers

from Give em the PICKLE!

Punishing Good Customers: Bob Farrell tells a funny story about a bank that puts their pens on chains. 1:15 min.

GEP2: The Power Of Attitude

from Give em the PICKLE!

The Power of Attitude: Bob Farrell tells a funny story about the impact of one employee having one bad day. 1:55 min.

GEP3: We're in Show Business

from Give em the PICKLE!

We're in Show Business: Bob Farrell tells a funny story about his own bad attitude at times. 1:59 min.

GEP4: Changing a Bad Attitude

from Give em the PICKLE!

Changing a Bad Attitude: Bob Farrell tells a funny story about helping a crabby employee change her attitude about customers. 1:35 min.

GEP5: Teammates Take Turns

from Give em the PICKLE!

Teammates Take Turns: Bob Farrell tells a funny story about the teamwork of geese and his own first job on a team. 2:20 min.

GEP6: Make it Right

from Give em the PICKLE!

Make it Right: Bob Farrell tells a funny story about his attempt to turn around a customer service disaster. 2:32 min.

GEP7: The Introduction

from Give em the PICKLE!

HTCB1: The Power of YES

from How to Connect in Business in 90 Seconds or Less

Nicholas Boothman presents his theory of making customers want to say "yes." 2:09 min.

HTCB2: A Natural Connection

from How to Connect in Business in 90 Seconds or Less

Nicholas Boothman shares the secrets of connecting with customers naturally. 2:06 min.

HTCB3: Light Up Your Smile - Great!

from How to Connect in Business in 90 Seconds or Less

Nicholas Boothman demonstrates a technique to improve first impressions. 2:03 min.

HTCB4: Body Language

from How to Connect in Business in 90 Seconds or Less

Nicholas Boothman explores the power of body language in connecting with customers. 1:23 min.

HTCB5: Attracting with Attitude

from How to Connect in Business in 90 Seconds or Less

Nicholas Boothman explores which attitudes customers find Alarming or Charming. 2:47 min.

HTCB6: Connecting in Conversation

from How to Connect in Business in 90 Seconds or Less

Nicholas Boothman demonstrates the power of asking open ended questions. 4:23 min.

RWRT B1: Customer Complaints

from The Right Words at the Right Time... Customer Service Recovery for Retail

Sometimes customers just tell it like it is.  When you're faced with an awkward customer situation, do you have the right words to say?

RWRT B2 Sending Service Recovery Signals

from The Right Words at the Right Time...Customer Service Recovery for Business

The words you use to turn a customer's frustration into understanding will change depending upon the situation. But the signals you send your customer must remain consistent. 

RWRT B3 Words That Signal I Care

from The Right Words at the Right Time...Customer Service Recovery for Business

Saying "I'm sorry" is the quickest way to send the signal "I care" to your customers.

RWRT B4 Your Words Should Match Your Signals

from The Right Words at the Right Time...Customer Service Recovery for Business

When your words don't match your signals, people believe the signals.  So make sure they match.

RWRT B5 You Can Trust Me to Take Care of This

from The Right Words at the Right Time...Customer Service Recovery for Business

RWRT B6: Things to Never Say Around Guests

from The Right Words at the Right Time...Customer Service Recovery for Business

RWRTH1: Patient Complaints and Intro

from The Right Words at the Right Time... Customer Service Recovery for Healthcare

RWRTH3: Words that signal, I Care

TG1: A Not-So-Welcomed Guest

from The Guest 2nd Edition video

A customer imagines what a rude employee would be like hosting her own party. 2:09 min.

TG2: Remembering Customers' Names

from The Guest 2nd Edition video

A customer tries and fails to help a bank teller remember his name. 1:24 min.

TG2c1: The Coffee House From Hell

from The Guest 2nd Edition video

The Coffee House from Hell: A customer imagines how badly he would be treated if his rude barista threw a party. 1:47 min.

TG2c2: Remember My Name

from The Guest 2nd Edition video

A customer tries and fails to help a bank teller remember his name. 1:30 min.

TG2c3: When Things Go Wrong

from The Guest 2nd Edition video

When Things Don't Go Right: A guest feels un-welcomed at a dinner party, then imagines his hosts at their jobs. 1:37 min.

TG2c4: The Forgotten Internal Customer

from The Guest 2nd Edition video

Taking Internal Customers For Granted: An employee admits that he takes his internal customers for granted, then imagines want that would look like at his own party. 2:20 min.

TG3: When Things Don't Go Right

from The Guest 2nd Edition video

A guest ruins a dinner party with an innocent request, then imagines returning a tie to a store. 1:25 min.

TG4: Taking Internal Customers For Granted

from The Guest 2nd Edition video

An employee admits that he takes his internal customers for granted, then imagines want that would look like at his own party. 2:01 min.

WDYS1: When Your Guest is Disappointed

from What Do You Say?

What do you say when your guest says: "This is not what I ordered." "I'm going to return this". "This was already broken." "This sign said it was on sale." 2:01 min.

WDYS2: When Disappointed Guests Get Emotional

from What Do You Say?

When your guests say: "I'm not going to fill that out." "I'm highly allergic."  "You never have what I want."  "This place is a joke." and many more... 3:39 min.

WDYS3: When Your Guest Doesn't Trust You

from What Do You Say?

When your guest says: "What are you, 12?" "Can I talk to someone older?" "Can I speak to your manager?" and many more... 2:41 min.

WDYS4: When Things Get Too Personal

from What Do You Say?

Sex, Politics and Religion.  When your guest says: "Are you married?"  "Can you believe the idiot they voted in?"  "Do you know where you'll spend eternity?" "You're a Virgo, aren't?" and many more... 4:00 min.

WDYS5: When You Can't Say, "Yes." - Never Say "No."

from What Do You Say?

When your guest saya: "Can you get me in earlier?"  "I need it immediately."  "Come on, bend the rule!" "Can you let me go first?"  4:02 min.

WDYS6: When Your Guest Feels Like They've Been Wronged

from What Do You Say?

When your guest says: "Why are you helping him before me?" "What's wrong with you people?"  "I called and they said you had it."  "Somebody here told me something totally different yesterday!" and many more... 3:41 min.

WDYS7: Practice Your Responses To Difficult Customers' Questions

from What Do You Say?

Practice your own responses to challenging customer questions and difficult statements. 4:07 min.