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| |
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Rick Stein on
customer service
The aim
To encourage front-line staff to behave in ways they will help them provide a
high level of service to customers.
About the programme
A focus on customer care will pervade everything that a successful
organisation does. But however supportive and positive the culture, in the end
it's down to the individual relationships that members of staff have with each
of their customers. Getting it wrong, even in small way, has repercussions for
the individual and for the organisation.
It's Personal - for the customer and for you (20 mins) looks at how TV
chef and successful businessman, Rick Stein and his team approach customer
service. It's a positive approach that works whether it's face-to-face - in
their restaurants, hotels, shops - or on the telephone - in their mail order
and reservations departments. It provides a model for the behaviours and
attitudes that underpin great customer care whatever an organisation does.
There are two additional supporting videos: It's personal for the
organisation too (11 mins) focuses on good practice in leading and
managing customers service: It's personal - but don't take it personally!
(5mins) give pointers for dealing with difficult customers
The benefits
 |
Helps everyone who works with
customers to improve their customer service skills and knowledge of their
organisation's approach to service |
|
Suitable for mangers and team
leaders responsible for customer service teams |
|
Breaks learning into six
easy-to-follow modules |
Price: DVD
£1199.00, Rental £299.00
(Prices exclude
delivery and VAT).
 To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
Give'em the pickle
The aim
To achieve total customer satisfaction.
About the programme
We're all in the same business...the people business. "Our business is not what
we sell, it's who we serve!" Our job then is to make customers happy and what's
the best way to do that? Give'em the pickle!
Give'em the pickle! is hosted by Bob Farrell, perhaps one of the most
impassioned and motivational speakers on customer service today. Pickles are
those special or extra things you do to make people happy. It's walking the
customer to the item they're looking for rather than pointing, sending a "thank
you" note for their business, or simply calling them by name. The trick is
figuring out what your customers want and then making sure they get it. That's
the pickle.
Give'em the pickle! is contagious! Everyone has Pickles to give. Pickles
are not about giving discounts or spending more money on customers. They are
about going the extra distance for the customer - taking the time to really
listen to the individual customer's needs and then offering a specific service
or solution to meet it.
The benefits
|
Service - Make serving others your
#1 priority. |
|
Attitude - Choose your attitude.
|
|
Consistency - Set high service
standards and live them every day. |
|
Teamwork - Look for ways to make
each other look good. |
Programme Includes:
DVD (18 mins), Leader's guide
Price:
£799.00, Rental £299.00
(Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
Who sold you this then?
Effective after-sales service
The aim
To give service staff an appreciation of the skills required to satisfy
customers and represent the business in a professional light.
About the programme
Charlie, a service repair man, is called out to a number of typical service
scenarios, but on each occasion he manages to criticise everything that's
important to his business - the products he services, his customer, the
salesperson they originally dealt with and his organisation itself. The
realistic scenes are not only amusing and highly watchable, but make some clear
points about the role that service staff should be undertaking.
When repairing a couple's washing machine, Charlie shows no compassion that they
are knee-deep in water, and just compounds their distress by criticising the
product's design and safety features. Next he is faced with a broken photocopier
which a business needs urgently repaired, but just blames the organisation for
not looking after it correctly and for not calling him sooner.
At a computer centre a hi-tech machine has failed and needs a new part, but
Charlie's call to head office gives the customer the impression that his company
is inefficient and unable to help. Finally, when looking at a householder's
faulty burglar alarm, he criticises the engineer and salesperson before him,
leaving the customer confused and unhappy.
When Charlie sees the light, viewers will appreciate that his role is as a
trouble-shooter not a trouble-maker. He visits a restaurant to repair an oven
and leaves the chef delighted with the service, taking out a new service
contract and an order for a kitchen upgrade.
The benefits
|
Engaging video with 25-year
pedigree for achieving excellent results |
|
Realistic scenarios valuable for
all staff in a service role |
|
Complements any training in
customer-care skills, and is ideal for both new starters and as a refresher |
Style: Humorous drama
Programme includes:
|
DVD (20 mins)
|
|
Showreel tape
|
|
Meeting break DVD
|
|
Course leader's guide
|
|
Delegate worksheets on disk
|
|
Powerpoint slides/OHPs on disk
|
|
Self-study workbook on disk
|
production featuring Hugh Laurie, Tim McInnerny, Patsy Byrne and Alphonsia
Emmanuel.
Price: DVD
£1299.00, Rental £299.00
(Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
Customer talks back
It's service as it really is
The aim
Brings the fundamental importance of customer service home.
About the programme
Customer talks back is designed to motivate your team to rethink the simple
needs of customers and apply skills that meet these needs. You can bring real
views of real customers into your training session. Customer talks back show
normal members of the public talking about customer service, and gives an
insight into just what they expect for anyone who serves them.
Although it has an obvious retail market connection, this resource can be used
to train anyone who may come into contact with customers and is especially
useful for those working in call centres.
Key training messages
|
Acknowledging your customer |
|
Knowing what upsets customers |
|
Knowing your products or services
|
|
Giving the customers the right
amount of attention
|
The benefits
|
Suitable for anyone involved in
customer service role |
|
Suitable for new recruits,
frontline staff and as a refresher |
Price:
DVD
£799.00, Rental
£299.00 (Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
An Inside Job
23 Minutes
Description
The aim of this best seller is to demonstrate why
and how people across a customer-facing organisation must put internal customer
care into practice. Everyone in an organisation forms part of a
"customer-service chain", which leads from dealing with customers right through
the business. In a hotel scenario, an investigator is called in to investigate
mismanagement, and identifies how people in departments not dealing with
customers are actually letting external customer service down. Three steps to
creating an effective internal customer perspective are identified: Identify
your internal customers consult them about their needs Serve them as though they
were external customers.
Programme includes: Course leader's guide, group
training workbook, self-study workbook, presentation slides, certificate.
Price: DVD £1299.00, Rental £299.00 (Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
Remember me?
The aim
Learn key customer service skills necessary to retain customers.
About the programme
There is no doubt about it. Good customer service is as good as common courtesy.
But common courtesy can be hard to find these days. Nothing illustrates this
more effectively than Remember Me. Updated and expanded, this 3rd edition
Remember Me continues to instil a timely and timeless message: treat the
customer as an individual and you will be rewarded with loyal patronage for
years.
A hapless, harried customer. That's who you'll meet in Remember Me: A customer
just like you who turns to businesses like yours and receives less than ideal
service (to put it mildly). Here's a customer who has been doing business in the
same places for years and yet is treated like a stranger - and worse. A customer
who is about to be fed up and take his business elsewhere - and share his
negative experiences with friends and associates. Because not all customers
complain, some simply take their business elsewhere.
It's a 10-minute gem that's easily adaptable to current training programmes.
It's also an ideal training tool around which an entire training programme can
be developed. Either way you'll have unforgettable customer service training at
your disposal.
The 3rd Edition has also been expanded to include Meeting Opener and Meeting
Closer segments that emphasise the message of Customer Service at it's best.
Programme includes:
|
DVD with Opener and Closer segments (16 mins)
|
|
Leader's Guide
|
|
Follow-up Activity Pack
|
|
10 Reminder Cards.
|
Price:
DVD
£799.00, Rental £299.00
(Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
Demanding customers
Customer care made PERFECT
The aim
To give all types of customer-facing staff the rules for achieving customer
satisfaction - even when handling the most demanding people.
About the programme
Demanding customers is an amusing video that demonstrates the techniques for
making demanding customers satisfied. Several realistic scenarios draw on the
everyday experiences of front-line staff and the different characters they
face up to: Mr Snappy, Mrs Picky, Mr Yappy and Ms Flash.
In a wrong-way scenario, the video shows how easy it is to enrage and
frustrate these demanding customers. Then, when the staff adopt the PERFECT
technique - being polite, efficient, respectful, friendly, enthusiastic,
cheerful and tactful - they manage to change the outcome.
The simple but effective lessons are highly memorable - easy to adopt and put
into practice at all levels across any organisation that deals with customers.
The benefits
|
Integrates with and supports any
customer care course |
|
Entertaining and easy-to-follow
video |
|
Effective mnemonic, ideal for
role-plays |
|
Four separate scenarios tackling
key customer-service skills |
Style: Humorous drama
Programme includes:
|
DVD(25 mins) |
|
Showreel tape |
|
Meeting break video |
|
Course leader's guide |
|
Delegate worksheets on disk |
|
Powerpoint slides/OHPs on disk
|
|
Self-study workbook on disk |
production featuring Dawn French, Robert Daws, James Fleet and Rebecca
Front
Price: DVD
£1299.00, Rental £299.00
(Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
In the customer's
shoes
Improve the quality of your
customer service
The aim
To ensure all staff deliver great customer service by changing their attitude.
About the programme
Most trainers already teach their people how to deal with customers, whether
face to face or on the phone. But it's no good going through the process
unless they have the right attitude. This video introduces scenes in a shop,
an airline call centre, a bank, a hospital and on public transport to show how
all frontline staff can do better, and offers a five-step model for getting it
right.
The objectives of the programme are to get people to:
|
Treat customers as they would
want to be treated themselves |
|
Try to do a little bit extra to
exceed expectations |
|
Understand good customer service
is everyone's responsibility |
|
Be aware that good service goes
straight to the bottom line, because bad service loses customers |
The benefits
|
Suitable for new recruits,
front-line staff and as a refresher |
|
Simple and memorable five-step
model |
|
Introduces a range of realistic
scenarios to strengthen the message |
Style:
Drama
Programme includes:
|
DVD(14 mins) |
|
Summary (4 mins) |
|
Course guide |
|
3 OHPs |
|
Quick guide |
Price: DVD
£1199.00, Rental £299.00
(Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
If looks could kill
The power of
behaviour
The aim
To ensure customer-facing staff learn how their behaviour can be used to
improve customers' attitudes, and create new sales opportunities.
About the programme
How people behave when dealing with customers or colleagues can determine the
success or failure of each interaction. In this spoof detective case, careless
failure has created a victim. At the doctor's, at the shoe shop, in the post
office and at the station, a customer was driven to distraction by careless
behaviour. A detective must piece together a customer's movements to see how
several suspects' behaviour led to his demise.
Three key pieces of evidence result from his enquiries:
|
Behaviour breeds behaviour |
|
Behaviour is a choice |
|
Behaviour can be used to help a
transaction.
This light-hearted video raises some simple but key issues, and expresses
them in a professional, down-to-earth manner. Any staff seeing this video
will learn how to deal with customers by being professional and choosing
their behaviour. Personal problems and prejudices should be hidden, and
customers should be welcomed and put at their ease.
The benefits |
|
Engaging, amusing and realistic
scenarios |
|
Structured analysis of front-line
behaviour |
|
Suitable across a range of
industries for all levels of staff |
|
Written by behavioural expert Dr
Peter Honey |
Style: Humorous drama
Programme includes:
|
DVD(28 mins) |
|
Showreel tape |
|
Meeting break video |
|
Course leader's guide |
|
Delegate worksheets on disk |
|
Powerpoint slides/OHPs on disk |
|
Self-study workbook on disk |
production featuring Dawn French and Patrick Malahide. Release date: 2000
Price: DVD
£1299.00, Rental £299.00 (Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
No complaints?
Complaints and the customer
The aim
To ensure people learn how to handle complaints and help prevent them from
recurring in the future.
About the programme
Research shows that one in ten transactions ends in a complaint, yet these
same complaints happen again and again. No complaints? tackles the link
between customer satisfaction and quality, and provides viewers with five
steps to solving the customer's problem.
Set within a retail outlet, front-line staff are facing complaints from
internal and external customers. The existing solution is a complaints form,
but a member of staff soon realises that customers need to let off steam, not
fill in forms. Staff learn that they must take complaints seriously and show
sympathy, since it is difficult to remain angry with someone who is
sympathetic.
The video shows a number of common mistakes. One staff member handles a
complaint, but realises he must ask questions if he is to be capable of
solving a problem. And when an accounts clerk comes up with an innovative
solution for one of her supplier's payment problems, she agrees a course of
action but fails to check that it can be carried out.
The conclusion is that all staff, whether in the front line or not, should be
aware of how to deal with the emotions and practicalities or dealing with
complaints .
The benefits
| Suitable for all staff dealing with internal and external customers |
| Amusing drama with realistic scenarios |
| Segmented into five distinct learning steps |
| Reinforces key customer service training techniques |
Style: Humorous drama
Programme includes:
|
DVD(24 mins) |
|
Showreel tape |
|
Meeting break video |
|
Course leader's guide |
|
Delegate worksheets on disk |
|
Powerpoint slides/OHPs on disk
|
|
Self-study workbook on disk |
production featuring Jane Horrocks, Deborah Norton, Jesse Birdsall and
Stephen Tompkinson.
Price: DVD
£1299.00, Rental £299.00
(Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
Invisible Man Meets The Mummy
18 Minutes
Description
This entertaining film demonstrates the rights and wrongs of customer
service. It shows that everyone has customers – internal, external or both – and
that there’s no place to hide from them. Not even in red tape.
This film teaches viewers how to put the customer first, and shows them that
it's possible to tailor procedures to customer needs without breaking rules.
Price: DVD £299.00
(Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Frontline Customer Care
12 Minutes
Description
It feels good to do that little bit extra for your customers. It makes the
working day more enjoyable and increases job satisfaction. This upbeat, short
DVD shows how to enthuse your frontline people to take ownership of the service
they provide. Using positive role models in four different customer service
situations, you’ll be demonstrating that offering good service is rewarding for
all parties. It makes the day more enjoyable and gives job satisfaction.
Everyone reaps the benefits – the individual who delivers the service, the
customer and the organisation.
The DVD demonstrates the rewards of delivering excellent customer service.
And the accompanying workbook encourages participants to consider what it’s like
to be a customer in your organisation.
Drama video (12 minutes)
Trainers Guide
·
with suggestions on how to use the
programme
Participants workbook
·
Section 1: what is effective customer
service
·
Section 2: how to handle negative
customer attitudes
·
Section 3: exploring customer needs
·
Section 4: assessing your customer
service needs
Price: DVD £985.00
(Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
It's Not What You Say...
Excellent customer service comes when all your staff are committed. It is not
just the front line staff who need to be customer aware, who build and maintain
the relationship. Front line staff rely on others in the organisation to deliver
their promises.
This realistic drama video shows your staff exactly why excellent
communication skills are vital to excellent customer service. That not only must
they do and say the right things, but their body language, tone of voice and
the way they listen to customers is also giving the right message.
This video resource works well as a stand alone training session, or as part
of a longer session on customer service or communication skills. There is a
detailed Trainer’s Guide to assist you in preparing for the training session, as
well as a Self-study Guide for those who want to work alone. At the end of the
drama video there is an analysis of the learning points which will give your
group loads of extra ideas and thoughts to take away with them.
It’s Not What You Say... will make sure all your staff
understand that great customer service applies to everyone in the organisation.
Price: DVD £985
(Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
The case of the
vanishing customers
Coping with customer conflict
The aim
To help people realise that it is up to them to choose what emotions they want
to show.
About the programme
In the peaceful village of Striving-under-Stress, emotions are getting in the
way of business relationships. Enter amateur sleuth Miss Craddock (Prunella
Scales), who explains how people can recognise and control their emotions.
Local florist Mr Garden (Roger Sloman) learns how not to take offence at a
customer's comments (an unwanted emotional response) but to interpret them in
a positive manner, as a carefully thought-out and constructive response.
Similarly, ticket inspector Dick Tulip (Timothy Spall) learns how to control
his anger at a customer's enquiry and replace it with an understanding of the
customer's problem.
With Miss Craddock's assistance, the whole town learns to put themselves in
their customer's shoes and act in a way that offers help.
The lessons of 'stop, think, act' can also be used for sessions dealing with
conflict management in relations with suppliers and internal customers.
The benefits
| People learn to recognise and use emotions to change other peoples
attitudes |
| More positive relationships are better for your business |
Style: Humorous drama
Programme includes:Video, Briefcase booklet, Discussion guide
production 1993, featuring Prunella Scales, Jim Carter, Suzie Blake and
Alphonsia Emmanuel.
Price:
DVD
£1299.00, Rental £299.00 (Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
The happy accident
22 minutes
Description
The key to a quality approach to work is a quality approach to people – as
The happy accident sets out to demonstrate in the story of Dave Manning (Mel
Smith), a rude, inconsiderate taxi driver with absolutely no concept of customer
care.
Fate strikes Dave a cruel blow when he injures his foot. He subsequently finds
himself at the mercy of a bus driver, doctor, salesman, travel agent,
consultant, car mechanic and bank manager.
The bus driver exploits his position of power
The doctor fails to reassure Dave by not being interested in him
The salesman only talks about himself and his products
The travel agents chat while Dave waits for service
The consultant is arrogant and the mechanic lies, blinds Dave with science
and uses delaying tactics. Only the bank manager is ready to listen, respond and
help – as well as taking the opportunity to build a basis for further business.
Dave comes to realise that it is only by seeing things from the customer’s point
of view that people develop the skills needed to deal with customers – internal
and external – effectively.
Key messages
|
See things from the customer’s
point of view |
|
Respond positively
|
|
Take responsibility
|
|
Ignore personal prejudices
|
|
Keep solutions simple
|
|
Do as you would be done by
|
|
Create a positive image of the
organisation |
Price: DVD £1199, Rental £299.00
(Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
Who Killed the Customer?
23 minutes
Description
In the excitement of a new deal don't forget loyal and long term customers.
Ensure your staff keep their existing client relationships at the front of their
minds.
There's a buzz in the air at Nicholson's Office Supplies. Slap-up lunches...late
night sessions perfecting the presentation... action the instant the prospect
rings. The deal is all but closed, and the new customer is getting everyone's
full attention. "Treat him like gold dust," says the MD, and they do.
Tower Assurance used to be treated like gold dust too. But they've been using
Nicholson's for years now, and the treatment they get is rather different.
Who Killed the Customer? puts customer relations under the microscope - and
shows why every customer, old or new, should get VIP treatment.
|
Remembering colleagues and staff
are also customers |
|
Old customers are just as important
as new and prospective ones |
|
Taking responsibility and using
initiative |
|
Setting and monitoring customer
care objectives |
Price: DVD £650.00
(Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
Seven Sins of Internal Customer Service
17 minutes
Description
Experts in customer service have found that customer service breakdowns can
be divided into 7 main categories:
1.Apathy
2.Robotic behaviour
3.The brush-off
4.Inflexibility
5.Coldness
6.The run-around.
7.Condescension
This film makes participants aware of the negative impact various common
behavioural patterns can have on customers, and shows them how to provide
alternatives.
Participants will learn to: - Identify attitudes that lead to poor and
positive internal customer service
- Institute a programme of change to improve the level of customer service
within your organisation.
Price: DVD £295.00
(Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
Cliff’s Customer Service Adventure
13 minutes
Description
Designed for front-line customer service employees, this entertaining film
dramatises the basics of great service in the fast food, banking, retail,
restaurant and hospitality industries.
Participants will learn to:
|
Assess how their business
environment influences the customer |
|
Identify the needs of the customer |
|
Use polite and friendly behaviour |
|
Practice effective ways to solve
customers' problems. |
Price: DVD £295.00
(Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
The guest
Everything you
already knew about great customer service
The aim
To reinforce the fact that everyone has the power to create a positive
experience with a customer.
About the programme
Great customer service begins in a place we're all familiar with - the home.
People know how to take care of guests, welcome them, thank them for coming
and invite them back. And treating a customer in a business should be no
different.
For a manager, improving customer service means more than just implementing a
policy. It means changing behaviour, so that every time someone walks in the
door, the staff must decide how they're going to treat them - as an
interruption, or as a welcome guest.
This programme helps people see how their role fits in with the objectives of
the business, and reinforces the fact that everyone already knows how to treat
a customer - with a common-sense approach.
The benefits
|
One of the world's
best-selling customer care videos |
|
A common-sense approach to
customer care that simply reinforces what people already know |
|
Highly watchable format with
simple customer-focused messages |
|
Suitable for any retail or
customer-facing staff to learn how their role fits with the organisation's
objectives |
Style: Drama
Programme includes: DVD(13 mins), Leader's
guide.
Price:
DVD £699.00
(Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
The difficult guest
Say 'welcome' to the
difficult customer
The aim
To achieve customer satisfaction by recognising, understanding and caring for
difficult customers like they were guests.
About the programme
This drama sequel to the worldwide best-seller
The difficult guest, helps the viewer to look at each customer as if they were
a guest in their home. It introduces three characters: a distracted guest, who
brings many problems with him and needs to be cared for; the disappointed
guest, who for one reason or another feels let down, not by what you say but
'how' it is said; and the disruptive guest, who needs to be dealt with on a
personal level before his problem can be tackled.
Emphasis is placed on the 'LAST' mnemonic. Staff will learn to 'listen' to the
customer, 'apologise' personally, 'solve' the problem, and 'thank' the guests
for their business, so achieving resolution of the problems - and satisfying
the customer.
Video role-plays are included to enable trainers to explore, re-enact and
discuss the issues the main video raises.
The benefits
|
Suitable for front-line staff in
any organisation |
|
Realistic drama with memorable
video role-plays |
|
Reinforces messages with an
effective mnemonic |
|
Rules are valid for any
customer-care exercise |
Style: Drama
Programme includes: Main DVD(23 mins), Role
plays (13 mins), Leader's guide and Workbook.
Price:
DVD £699.00
(Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
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Customer Care Telephone Skills
Double Film Pack
Comprising Customer Care on the Telephone and Handling Customer Complaints
on the Telephone
Customer Care on the Telephone
An accessible and highly practical film that offers general training, tips and
guidelines for handling customers on the telephone. Two dramatized case studies
are used to show the effects of good and bad telephone technique. Everyone in
your organization will empathize with the scenarios. They’ll learn the basic
techniques for handling calls properly and also develop a customer service
mindset whenever they answer the phone.
Learning points - How to:
• answer telephone calls effectively
• transfer or hold calls
• request and record information
• take care of the customer throughout the call
• take responsibility for customer problems
• handle and resolve complaints.
Handling Customer Complaints on the Telephone
This film offers powerful techniques for use by staff when things go wrong. Two
dramatized case studies provide a vivid reminder of what it is like to be on the
wrong end of a poorly-handled complaint and illustrate how to win over even the
most infuriated customer.
Learning points include:
• active listening
• empathy with the customer
• getting the facts
• confirming the facts
• explaining what’s going on
• giving alternative solutions
• agreeing a plan of action
• ensuring action is implemented
• following up.
Duration:
Customer Care on the Telephone 20 minutes; Handling Customer Complaints on the
Telephone 23 minutes
Contents
Customer Care on the Telephone Support Material:
Two booklets accompany the film. A trainer’s guide provides detailed support for
trainers on running and extending the training session. This includes an
introduction, film synopsis, personal action plan and several pre-and post-film
activities.
Handling Customer Complaints on the Telephone Support Material:
A trainer’s guide with annotated script and workshop suggestions, a trainees’
guide and reminder cards for employees to keep by their telephones.
Price: VHS £199.00 (Prices exclude
delivery and VAT).
To
order, simply call us on
01884 821870,or fax orders to
01884 829168.
Or
alternatively, you can e-mail your
details and we'll call you back!
Top of page
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