How to lose customers without really trying

The aim
To ensure anyone dealing with customers learns the basic techniques for achieving customer satisfaction.


About the programme
Customers can be trying - and not all of them are necessarily pleasant. 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 aggressive 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 them coming back.
They provide a memorable demonstration of the dos and don'ts of customer care, which include: finding the real need behind a request, agreeing a solution with a customer, and seeing things through to a successful conclusion.
This programme clearly defines valid rules for any customer care exercise and demonstrates that the key learning points for keeping customers satisfied apply to front-line staff in any organisation - from sales to service to a retail checkout or reception desk.


The key outcomes
-Will give all types of customer-facing staff the behavioural rules for achieving customer satisfaction - even when handling the most demanding people.
-Useful for all customer care exercises, role play and discussion


Programme includes:
DVD (32 mins)
Course leader's guide
Delegate worksheets on disc
Powerpoint slides on disc
Self-study workbook on disc


Information:
A Video Arts production featuring Dawn French, Jennifer Saunders, Stephen Fry, Hugh Laurie and John Cleese. Release date: 1989