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An Invisible Man Meets the Mummy

Policies and procedures--red tape. They can be useful for smooth operations, but when they alienate your customer and their needs, they're counterproductive. This program shows how customer satisfaction can be achieved without breaking the rules.

  • Shows how rigidity hurts customer service
  • Reveals 8 service basics
  • Improves employee attitudes
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Developed and produced in-house by CRM Learning, this title is among the industry's best--reflecting our tradition of excellence and effectiveness. All CRM Learning discounts apply.

Download sample training guide
Includes sample pages from the leader's guide and participant materials.

An Invisible Man Meets The Mummy

CRM Produced

Run time: 19 Minutes

An important training tool for new hires and a valuable reminder for seasoned employees, this video program presents a lighthearted look at the rights and wrongs of customer service. It shows that everyone has customers -- internal, external or both -- and there's no place to hide from them.

Without realizing it, many capable people let red tape cloud their vision of what customer service is about. To illustrate this point, the employee is an inflexible mummy wrapped in red tape. The customer is invisible because the mummy just can't see him. But only temporarily -- because the eight skills for good customer service are soon revealed. Viewers learn how to put the customer first, and are made aware that it's possible to tailor procedures to fit the customer's needs.

Participants will learn about:
  • Flexibility and attitude
  • Planning and being effective
  • Measuring your own progress

Other Versions Available:
Government Version
Healthcare Version


  • DVD
  • Leader’s Guide PDF
  • Participant Workbook PDF
  • (Support materials will be emailed to buyers)


Praise for An Invisible Man Meets the Mummy:

"This video is used in our quality improvement awareness training sessions for all new employees. Being able to laugh during a training tape is one of my criteria for purchase and this film does that, while stimulating staff members to review their own approach to customer service, to streamline and to be more efficient."
-Ruth Johnston, Ph.D
-Quality Improvement Champion
-University of Washington

"Not only is this a great program for people who are responsible for customer service, it is an even better program for those who are not. For frontline service providers, seeing the customer is easy. But for those whose only 'customers' are co-workers, it may not be as apparent. Having each person in your training sessions answer the question, 'Who is my customer?', for themselves is a fabulous outcome of this program."
-Bob Pike
-The Bob Pike Group

"One client was so excited that they built a "red tape" box for employee suggestions on how to get rid of and avoid red tape in the future. The suggestion box reinforced the service focus employees were learing during training sessions and they felt they were being listened to by management and leadership. Definitely a win-win situation."
-Kathleen Bellicchi
-National Director, Customer Service Training &Consulting
-Sodexho Marriott Services -- Healthcare

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For Federal Government customers:

CRM Learning is a division of Media Partners Corporation and all government orders are invoiced by Media Partners.

Media Partners is registered with SAM.
Cage Code: 3Q5F1, Status: Active, Expiration 01/20/2021

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