Customer talks back

The aim
To reinforce the fundamental importance of customer service.


About the programme
This engaging programme is designed to motivate your team to rethink the simple needs of customers and apply the relevant skills to meet those needs. Members of the public are filmed talking about customer service, giving a profound insight into exactly what real customers expect from anyone who serves them.

Although it has an obvious retail market connection, this resource can be used to train anyone who may come into contact with customers and is especially useful for those working in call centres. It covers key topics such as: how to acknowledge your customer appropriately; how to know what upsets your customers; know your products or services; and how to give your customers the right amount of attention.

Suitable for all frontline staff or anyone involved in a customer service role, this highly watchable training programme, using real customers, is ideal for new recruits and can also be used as a refresher.


The key outcomes
-Understand exactly what your customers want and need
-Develop the skills and techniques to adequately meet the needs of your customer


Programme information
DVD
Leaders guide


Information:
Produced by Training Point.Net