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| Customer Service and
Quality |
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If looks could kill (The power of behaviour)  |
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 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 |
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| Demanding customers (Customer care made PERFECT) |
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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
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| No complaints? (Complaints and the customer) |
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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
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Reinforces key customer service training techniques |
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| On the receiving end (Making call centres more effective) |
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 The aim
To help call-centre staff resolve customer enquiries effectively and professionally. About the programme
Customers who are fatuous, difficult or helpless are every call centre operator's worst nightmare. However, it often requires more than just a good telephone manner to deal with these types of people - good training is essential.
On the receiving end shows how customers can be kept satisfied and loyal to an organisation. The video demonstrates how to listen carefully, ask relevant questions and assess customers' needs. It explains how a successful relationship is developed by clearly outlining the available options to customers and agreeing upon a course of action.
By looking for opportunities staff will be able to add value to their service, developing as an agent who is able to solve customers' problems efficiently and easily. The result is a satisfied customer who will be comfortable with conducting business over the phone and who will not hesitate to call again.
The benefits
- Suitable for all levels of call-centre staff
- Tried and tested telephone techniques
- Complements skills for handling difficult customers
- Fun and friendly format
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| Who sold you this, then? (
Effective after-sales service ) |
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 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
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| An inside job (Meeting internal customer needs) |
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The aim
To demonstrate why and how people across a customer-facing organisation must put internal customer care into practice.
About the programme
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 external customers.
The benefits
- Suitable for everyone in a customer-focused industry
- Simple three-step process for adopting and motivating internal care awareness
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| How to lose customers without really trying (Keeping the customer satisfied) |
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The aim
To ensure anyone dealing with customers learns the basic techniques for achieving customer satisfaction.
About the programme
This programme 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 behaviour - by being patronising or superior - or defensive behaviour, 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 behavioural 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 organisation
- Humorous scenarios based upon real life
- Key learning points suitable for role play or discussion
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Rules are valid for any customer care exercise
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