Overview
Learning objectives
To create an atmosphere in which everyone can make decisions that will benefit the customer.
Empowering for performance
In this humorous drama, a company's major customer arrives for a show-down meeting to announce that she will be taking her business away from the company. During the meeting she points out how empowering staff to use their own discretion when making decisions enables them to provide better all-round customer satisfaction.
Measuring performance from the customer's perspective helps reveal where quality has suffered and prevent the same mistakes happening again. The programme shows that the objectives should always be to replace the chain of command with a 'chain of confidence'.
Help managers to...
- Learn that quality is a key component of customer service
- Empower people at all levels and back-up their decisions to improve customer service
- Demonstrate confidence in staff to improve staff motivation, productivity and performance
Training resources
Video (25 mins)
Course leader's guide (PDF)
Featuring Jennifer Saunders
A Video Arts production in association with NCR, featuring Geoffrey Palmer, Jennifer Saunders and Gwen Taylor. Release date: 1991
