The aim
To ensure anyone dealing with customers learns the basic techniques for achieving customer satisfaction.
About the program
This program clearly demonstrates that the same guidelines for keeping customers satisfied apply in different situations, from sales to service to a retail checkout or reception desk.
Customers can be trying; not all customers are pleasant. It's easy to put customers off; just be aggressive, or defensive. But it is vital to treat them all as personal guests, making them welcome and indulging their whims.
In various realistic scenarios, staff resort to attacking behavior - by being patronizing or superior - or defensive behavior, where they ignore the customer altogether or fail to accept responsibility. The humorous sketches lay the foundations for customer care and provide a concrete set of behavioral rules to make customers happy and keep coming back.
They provide a memorable demonstration of the do's and don'ts of customer care, which include finding a real need behind a request, agreeing a solution with a customer, and seeing things through to a successful conclusion.
The benefits
- Suitable for front-line staff in any organization
- Humorous scenarios based upon real life
- Key learning points suitable for role play or discussion
- Rules are valid for any customer care exercise Related training issues:
Orientation
Assertiveness
Basic selling skills Information:
A Video Arts production featuring Dawn French, Jennifer Saunders, Stephen Fry, Hugh Laurie and John Cleese. Release date: 1989
