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An Invisible Man Meets the Mummy

Healthcare Version

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, Healthcare Version

CRM Produced

Run time: 20 Minutes

Learn how to unwrap healthcare employees from the red tape that has kept them from providing effective, efficient service throughout your organization. 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 employees 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 service are revealed. Viewers learn how to serve their customer, and are made aware that it's possible to tailor procedures to fit the customer's needs without sacrificing principles.

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

Other Versions Available:
Business Version
Government Version


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


An Invisible Man Meets the Mummy is making a difference:

"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

"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. This means it is appropriate for just about everyone! Sometimes people don't know they have customers. 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. Use it (or at least part of it) to help people who are receiving customer service to be better customers themselves (especially internal customers)."
-Bob Pike
-The Bob Pike Group

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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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