Categories / Customer service and quality

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Complaints:

  1. Complaints and quality management Quality through customer service training video http://www.videoarts.com/product/BEH7/Complaints-and-quality-management http://www.videoarts.com/images/products/BEH7.jpg
    The aim
    To demonstrate the value of addressing the causes of customer complaints to improve the quality process.
    About the programme
    This witty programme makes it painfully obvious that there is only one thing worse than a problem which leads to a dissatisfied customer - and that's a problem that crops up repeatedly because no-one has attempted to solve the underlying iss... (read more)
    GBP1,199 NOW GBP649
  2. Keeping customers cool Understanding the customer's problem http://www.videoarts.com/product/KEEP/Keeping-customers-cool http://www.videoarts.com/images/products/KEEP.jpg
    The aim
    To resolve customer complaints and achieve positive outcomes by understanding why customers have problems.
    About the programme
    This insightful programme, ideal for all front-line staff, provides practical, focused training in handling customer complaints. It highlights that staff behaviour is the key to stopping a difficult situation turning into an explosive one. I... (read more)
    GBP1,199 NOW GBP649
  3. No complaints? Complaints and the customer training video http://www.videoarts.com/product/BEH6/No-complaints http://www.videoarts.com/images/products/BEH6.jpg
    The aim
    To show people how to handle complaints well and help prevent them from recurring in the future.
    About the programme
    Research shows that one in ten transactions ends in a complaint, yet these same complaints happen again and again. This amusing drama with realistic scenarios tackles the link between customer satisfaction and quality, providing people with five disti... (read more)
    GBP1,299 NOW GBP649