Here at Legacy, we are constantly seeking to improve our processes from the front to the back.  Because we are small, we like to look to others in our industry to mentor us (although probably unknowingly) so that we can quickly identify what works and stay clear off the paths that don't.  To that end, we have come upon some ideal videos that help our sales and customer care teams as they work on their strategic plans for 2010.

Part 1 of the series is a lesson on handling an unhappy customer and developing listening skills:

Part 1

Part 2 of the series demonstrates following up and working the situation to the company's best advantage:

Part 2

The computer voices are clearly a ploy to make sure the video creators are not identifiable.  The "tickets to the Braves game" and the "IBM Account Rep" reference may give a hint as to the author, but beyond that, one can only guess who the "vendor" is supposed to be.  Sadly, there are more than a few choices.