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Demanding customers Bestseller Digital licence available

Customer care made PERFECT

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  • Overview

    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

    1. Polite http://www.videoarts.com/product/CRIP5 L01/Polite http://www.videoarts.com/images/products/CRIP5 L01.jpg
      Visual image with a voice over explaining what a customer is and introducing P.E.R.F.E.C.T (P is for polite).... (read more)
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    2. Efficient http://www.videoarts.com/product/CRIP5 L02/Efficient http://www.videoarts.com/images/products/CRIP5 L02.jpg
      Visual image with a voice over explaining how to deal with the customer who's in a hurry and knows exactly what they want by being quick and efficient without being rude.... (read more)
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    3. Respectful http://www.videoarts.com/product/CRIP5 L03/Respectful http://www.videoarts.com/images/products/CRIP5 L03.jpg
      Visual image with a voice over explaining how to deal with awkward customers. Don't go into battle with them and don't surrender to them. Always be respectful.... (read more)
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    4. Friendly http://www.videoarts.com/product/CRIP5 L04/Friendly http://www.videoarts.com/images/products/CRIP5 L04.jpg
      Visual image with a voice over explaining how to deal with Mr Yappy while remaining friendly. Keep him on the original subject.... (read more)
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    5. Enthusiastic http://www.videoarts.com/product/CRIP5 L05/Enthusiastic http://www.videoarts.com/images/products/CRIP5 L05.jpg
      Visual image with a voice over introducing Miss Picky - she-s suspicious and hates to be rushed so when you feel your enthusiasm wane remember how good it feels when you receive good service.... (read more)
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    6. Cheerful http://www.videoarts.com/product/CRIP5 L06/Cheerful http://www.videoarts.com/images/products/CRIP5 L06.jpg
      Visual image with a voice over explaining how by remaining cheerful you can diffuse any explosive situation, but never be submissive and never take it personally. Don't make an 'us and them' situation.... (read more)
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    7. Tactful http://www.videoarts.com/product/CRIP5 L07/Tactful http://www.videoarts.com/images/products/CRIP5 L07.jpg
      Visual image with a voice over explaining how by being tactful, rising above any rudeness or patronising behaviour thrown at you by an awkward customer (never taking it personally and always making the customer feel good) they will actually feel good about your company.... (read more)
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    8. Summary http://www.videoarts.com/product/CRIP5 L08/Summary http://www.videoarts.com/images/products/CRIP5 L08.jpg
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  • e-learning course

    Module preview

    Each e-learning course uses Video Arts memorable video content and includes thought-provoking questions that ensure the user is learning and being challenged.

    Bite-size modules allow individuals to go at their own pace as they work their way through the demonstrations, tutorials and video clips.

    Each e-learning title includes:

    • Pre-test to establish current knowledge and determine which modules the learner needs to complete
    • Test results and summary notes at the end of each module
    • Glossary of commonly used terms and key video clips
    • Final knowledge check to test retention
    • Full tracking and reporting capabilities


     

    e-learning course contains:

    • 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.

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