000			01828nam a2200289 a 4500
008			020509s2000 enk 000 0 eng d
082			_a658.812
110	1		_aVideo Arts. _963077
245	1	0	_aDemanding customers : _bcustomer care made perfect _h[Multimedia] / _cwritten by Pat Mitchell.
260			_aLondon : _bVideo Arts Group, _cc2000.
300			_a2 videocassettes (26 min. + 13 min.) ; _c1/2 in. + 2 computer disks (3 1/2 in.) + 1 vol. 30cm. (spiral bound).
500			_a"A Video Arts production featuring Dawn French, Robert Daws, James Fleet and Rebecca Front"
520			_aDemanding 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.
538			_aVHS.
538			_aSystem requirements: IBM PC or 100% compatible; Microsoft Windows; Microsoft Word; Microsoft Powerpoint.
590		0	_a1015.79
650		0	_aCustomer services. _92749
650		0	_aCustomer services _xManagement. _942779
650		0	_aCustomer services _xQuality control. _947565
650		0	_aCustomer services _xTraining Courses. _963078
700	1		_aMitchell, Pat. _921862
902			_a161201
903			_aMARS
907			_a.b10176408 _bcnpm _c-
942			_n0
998			_b1 _c020509 _dm _ep _f- _g0
999			_c16254 _d16254