Demanding customers

The aim
Learn how to satisfy even the most demanding customers.


About the programme
This entertaining and amusing programme demonstrates the techniques for making demanding customers satisfied. Four 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.
This easy-to-follow programme shows how easy it is to enrage and frustrate these demanding customers. However, when the staff adopt the PERFECT technique - being Polite, Efficient, Respectful, Friendly, Enthusiastic, Cheerful and Tactful - they manage to successfully change the outcome.
The effective mnemonic, ideal for role-play, makes these simple but effective lessons highly memorable. It is easy to adopt and put into practice at all levels across any organisation that deals with customers and effectively integrates with and supports any customer care course.


The key outcomes
-Teaches key customer care skills
-Will give all types of customer-facing staff the rules for achieving customer satisfaction - even when handling the most demanding people


Programme includes:
DVD (25 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, Robert Daws, James Fleet and Rebecca Front. Release date: 1997

Learning-chapters

• Polite
• Efficient
• Respectful
• Friendly
• Enthusiastic
• Cheerful
• Tactful
• Summary

Learning-chapters

• Trailer
• Pre-test
• Introduction
• P.E.R.F.E.C.T. service
• The snappy customer
• The flashy customer
• The yappy customer
• The picky customer
• Summary

We provide access to full tracking and reporting so you can keep up-to-date with the learner's progress. All our courses are fully SCORM-compliant for use with learning management systems and virtual learning environments.