Who sold you this then? Bestseller
Effective after-sales service training video
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Overview
Learning objectives
To help service staff appreciate the skills required to satisfy customers and represent the business in a professional light.
The effective after-sales service video
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.Your after-sales team will...
- Adopt skills to satisfy customers and instill them with confidence
- Learn to represent your business in a positive, professional lightTraining resources
Video (20 mins)
Course leader's guide (PDF)
Delegate worksheets (Word)
PowerPoint slides
Self-study workbook (Word)Featuring Hugh Laurie
A Video Arts production featuring Hugh Laurie, Tim McInnerny, Patsy Byrne and Alphonsia Emmanuel. Release date: 1997
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Learning chapters
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Introduction to service http://www.videoarts.com/product/MIP5 L01/Introduction-to-service http://www.videoarts.com/images/products/MIP5 L01.jpgVarious clips of 'Charlie' the worst kind of service man and how not to approach your customer.... (read more)
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Blaming the product http://www.videoarts.com/product/MIP5 L02/Blaming-the-product http://www.videoarts.com/images/products/MIP5 L02.jpgCharlie the service man is called to fix a new washing machine and proceeds to blame the product by overstating its faults.... (read more)
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Blaming the customer http://www.videoarts.com/product/MIP5 L03/Blaming-the-customer http://www.videoarts.com/images/products/MIP5 L03.jpgCharlie the service man is called to fix a photocopier and proceeds to blame, patronise and humiliate the customer, deferring responsibility... (read more)
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Blaming the company http://www.videoarts.com/product/MIP5 L04/Blaming-the-company http://www.videoarts.com/images/products/MIP5 L04.jpgCharlie the service man on a call out - blaming his company for everything, even his pen not working.... (read more)
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Blaming the salesperson http://www.videoarts.com/product/MIP5 L05/Blaming-the-salesperson http://www.videoarts.com/images/products/MIP5 L05.jpgCharlie fixing an alarm system, blaming and insulting the salesperson and his selling techniques. Salesperson arrives to a cold reception from customer and no chance of a sale due to Charlie.... (read more)
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Standing up for the salesperson http://www.videoarts.com/product/MIP5 L06/Standing-up-for-the-salesperson http://www.videoarts.com/images/products/MIP5 L06.jpgCharlie is called to fix an oven in a restaurant kitchen. The chef is unhappy with the product and salesperson. Charlie, ascertains who the salesperson is and shows support.... (read more)
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Standing up for the product http://www.videoarts.com/product/MIP5 L07/Standing-up-for-the-product http://www.videoarts.com/images/products/MIP5 L07.jpgCharlie in a restaurant kitchen appeasing the disgruntled chef by pointing out all the positives and the reliability of the product.... (read more)
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Standing up for the company http://www.videoarts.com/product/MIP5 L08/Standing-up-for-the-company http://www.videoarts.com/images/products/MIP5 L08.jpgCharlie in a restaurant kitchen praising his company, being approachable, friendly and helpful.... (read more)
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Standing up for the customer http://www.videoarts.com/product/MIP5 L09/Standing-up-for-the-customer http://www.videoarts.com/images/products/MIP5 L09.jpgCharlie in a restaurant kitchen supporting the customer as well as the product, suggesting alternative products within the range that may be more suitable, in a friendly and helpful way.... (read more)
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e-learning course
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
- Defending the salesperson
- Defending the product
- Defending the organisation
- Defending the 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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Actors
Patsy Byrne, Hugh Laurie, Tim McInnerny
Keywords
customer service, after-sales service, quality
