Complaints and quality management
Quality through customer service training video
To demonstrate the value of addressing the causes of customer complaints to improve the quality process.
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 issue.
This humorous drama follows the disgruntled manager of a retail operation, who responds to this problem by conducting a witch-hunt. Eventually, she comes to realise that it is better to research the problem without apportioning blame to individuals. She also learns that it's important to let the people involved find a solution – which means getting different departments to talk to each other.
Managers will learn how every complaint can be used to improve the quality process, and recognise the fundamental importance of allowing staff to solve the problems and propose solutions that can be monitored against agreed targets.
-Learn how to recognise, and address, underlying causes of customer complaints
-Research problems without apportioning blame
-Involve staff in agreeing and monitoring appropriate solutions
-Experience more satisfied customers, fewer complaints and improved morale
Video (28 mins)
Course leaders guide
A Video Arts production featuring Dawn French, Jane Horrocks, Stephen Tompkinson and Charlotte Coleman. Release date: 1994
Longer lasting learning
The biggest choice of e-learning and video content for training in the world
www.videoarts.com
E: info@videoarts.co.uk
T: +44(0)20 7400 4800