Demanding customers : customer care made perfect
Demanding customers : customer care made perfect [Multimedia] /
written by Pat Mitchell.
- London : Video Arts Group, c2000.
- 2 videocassettes (26 min. + 13 min.) ; 1/2 in. + 2 computer disks (3 1/2 in.) + 1 vol. 30cm. (spiral bound).
"A Video Arts production featuring Dawn French, Robert Daws, James Fleet and Rebecca Front"
Demanding customers 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.
VHS.
System requirements: IBM PC or 100% compatible; Microsoft Windows; Microsoft Word; Microsoft Powerpoint.
Customer services.
Customer services--Management.
Customer services--Quality control.
Customer services--Training Courses.
658.812
"A Video Arts production featuring Dawn French, Robert Daws, James Fleet and Rebecca Front"
Demanding customers 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.
VHS.
System requirements: IBM PC or 100% compatible; Microsoft Windows; Microsoft Word; Microsoft Powerpoint.
Customer services.
Customer services--Management.
Customer services--Quality control.
Customer services--Training Courses.
658.812