In the customer's shoes

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 this process unless they have the right attitude. This drama presents realistic scenes in a shop, an airline call centre, a bank, a hospital and on public transport, to show how all frontline staff can improve their performance, and then offers a five-step model for getting it right.

The programme demonstrates key messages such as: how to treat customers as you would want to be treated yourself; doing that little bit extra to exceed expectations; sharing responsibility for good customer service; and increasing awareness that good service goes straight to the bottom line - because bad service loses customers.

Suitable for new recruits, front-line staff and as a refresher for more experienced staff, this simple and memorable five-step model introduces a range of realistic scenarios to strengthen the key messages.


The key outcomes
-Learn skills to provide consistently good customer service all of the time
-Improve quality of customer service by adapting your attitude
-Learn how to go the extra mile to meet customers' needs


Programme includes:
DVD (14 mins)
Summary (4 mins)
Course guide
PowerPoint presentation slides
Quick guide


Information:
A Melrose production. Release date: 1997

Learning-chapters

• Abandoning a customer
• Bad practice face to face
• No practice solutions
• Not engaging positively
• Doing a bit extra
• Good customer service
• Getting it right
• Good practice on the telephone
• Good practice face to face