CRA Lending Library
TRAINING
(A = Audio Cassette P = Party PO = Party Only S = Slides V = Video Cassette)
BATTERY PRO SERIES (VIDEO AND MANUAL SET)
604.VGThis video is provided courtesy of Exide Corporation, Kubota's battery supplier. It includes the following modules: Battery Basics; Battery Safety, Installation and Maintenance; Battery Testing; Battery Inventory Management; Battery Warranties and Adjustments; Battery Merchandising and Selling.
CLIFF'S CUSTOMER SERVICE ADVENTURE (13 MIN. VIDEO, LEADER'S GUIDE)
652.VGPThis fun, zany video - designed for young trainees who are performing front line customer service - features Cliff, a hip "20-something" in search of excellent customer service. Cliff's humorous comments, funny antics and words of wisdom are perfect for teaching Gen-Xers (and the young at heart) effective customer service skills.
COUNTER PERSONNEL (12 MIN.)
607.VGPThis ARA "Making It Work" video will assist you and your counter employees in: Personal appearances; Handling irate customers; Identifying customers' needs; Writing a rental contract; Dealing with multiple customers; Telephone techniques.
DRIVER/DELIVERY PERSONNEL(12 MIN.)(INSTRUCTOR'S GUIDE, WORKBOOK)
610.VGPThis American Rental Association "Making It Work" video covers: Safe hitching and trailering; Safe delivery of gasoline-powered equipment; Personal appearance; Loading and unloading; Customer service; Driving safety, delivery and pick-up; Vehicle maintenance.
FOR WHEN THE BELL TOLLS
612.VGPAmerican Rental Association video on telephone procedures and techniques.
GUIDE TO GREAT CUSTOMER SERVICE
664.BGPThere is more than just a "right way" and a "wrong way" to interact with customers - there is a "great way." Giving your customers consistently great service shows them that your place of business is the one to come back to, the one to rely on. The techniques in this book by Dick Detmer can make a powerful difference in the way you deal with customers and the satisfaction you'll experience.
HANDLING THE MAJOR RESIDENTIAL WATER DAMAGE (83 MIN.)
614.VGThis video follows a contractor through an actual restorative drying job, going through setting up a balanced drying system with equipment in place.
HARDWOOD FLOOR REPAIR AND REFINISHING (1984)
615.VGExplains how to repair and refinish hardwood floors.
HYDRAULICS & TROUBLESHOOTING: PART 1 (44 MIN.) (STUDY GUIDE)
617.VGFundamentals of Hydraulics & Troubleshooting. This Industry-wide training video illustrates the fundamentals of hydraulic components and integrates them into an operating system.
HYDRAULICS & TROUBLESHOOTING: PART 2 (52 MIN.) (STUDY GUIDE)
618.VGAdvanced Hydraulics & Troubleshooting. This training video covers four case studies representing the kinds of hydraulics technicians frequently encounter. The viewer is given the opportunity to diagnose each service problem before it is explained.
HYDRAULICS & TROUBLESHOOTING: PART 3 (20 MIN.) (STUDY GUIDE)
619.VGHydraulics Symbols. This training video teaches the technician/student how to read hydraulics symbols as used in schematic diagrams.
LET'S MAKE FRIENDS AND NOT LOSE CUSTOMERS: INSTRUCTORS GUIDE
621.GPThis video suggests different ways in training your employees with filmed sessions on telephone techniques.
LET'S MAKE FRIENDS AND NOT LOSE CUSTOMERS: SESSION 1
622.VGPThis session discusses: How to get a raise; Technology will change your life; Who signs your paychecks?
LET'S MAKE FRIENDS AND NOT LOSE CUSTOMERS: SESSION 2
623.VGPSession 2 discusses: The well-rounded employee; Smile, it's contagious.
LET'S MAKE FRIENDS AND NOT LOSE CUSTOMERS: SESSION 4
625.VGPSession 4 discusses: A winner is a good listener; A man's name is golden; Learning your company.
LET'S MAKE FRIENDS AND NOT LOSE CUSTOMERS: SESSION 5
626.VGPSession 5 discusses: Effective message taking; Hold - Don't put me on ignore.
LET'S MAKE FRIENDS AND NOT LOSE CUSTOMERS: SESSION 6
627.VGPSession 6 discusses: Handling the irate customer; Dealing with stress - burnout; Your new job - public relations (self-image).
MECHANIC/MAINTENANCE PERSONNEL (12 MIN.) (INST. GUIDE, WORKBOOK)
629.VGThis American Rental Association "Making It Work" Video covers: Safety clothing and accessories; Safety practices; Organization and on-the-job efficiency; Customer service and communication.
NEW EMPLOYEE ORIENTATION (4HR.) (MANUAL, TEST)
631.VGPCRA's "New Employee Orientation Program" will help prepare your employee to become capable and proficient in the daily tasks at your rental business. Covers safety, counter practices, office practices, towing and servicing.
PREVENTATIVE MAINTENANCE: BATTERIES (TAPE, MANUAL, TEST)
603.VGFrom CRA's Preventative Maintenance Series: Battery fundamentals, operation, preventative maintenance, charging systems and trouble-shooting.
PREVENTATIVE MAINTENANCE: DIESEL ENGINES (TAPE, MANUAL, TEST)
611.VGFrom CRA's Preventative Maintenance Series: Basic fundamentals of diesel subsystems, preventative maintenance and trouble-shooting.
PREVENTATIVE MAINTENANCE: ELECTRICAL TOOLS (TAPE, MANUAL, TEST)
613.VGFrom CRA's Preventative Maintenance Series: Basic history of fundamentals of electrical safety characteristics, techniques and trouble-shooting.
PSYCHROMETRY MADE SIMPLE! (40 MIN.)
635.VGThis video provides an understanding of psychrometry that will benefit the restorative drying professional in faster drying times, minimal secondary damage, better equipment usage and better communications with adjusters.
RENTAL EQUIPMENT OPERATION (TAPE, MANUAL, TEST)
636.VGCRA's training manual for operation and service techniques for 18 commonly used pieces of rental equipment.
RESIDENTIAL INSPECTION: THE MASTER KEY TO SUCCESSFUL RESTORATIVE DRYING
637.VGThis video demonstrates how to leave the homeowner with a positive impression of your firm and how to build a winning relationship with the insurance adjuster through communication.
YARD PERSONNEL (10 MIN.)
647.VGThis American Rental Association "Making It Work" Video covers: Servicing rental equipment; Maintaining operational rental inventory; Repairing rental equipment; Cleaning company vehicles; Maintaining a clean work area; Personal appearance; Customer instruction; Loading and unloading customer equipment.
