Who sold you this, then?

The aim
To help service staff appreciate 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 key outcomes
-Adopts skills to satisfy customers and instill them with confidence
-Learn to represent your business in a positive, professional light


Programme includes:
DVD (20 mins)
Course leader's guide
Delegate worksheets on disc
Powerpoint slides on disc
Self-study workbook on disc


Information:
A Video Arts production featuring Hugh Laurie, Tim McInnerny, Patsy Byrne and Alphonsia Emmanuel. Release date: 1997

Learning-chapters

• Introduction to service
• Blaming the product
• Blaming the customer
• Blaming the company
• Blaming the sales person
• Standing up for the sales person
• Standing up for the product
• Standing up for the company
• Standing up for the customer