REQUEST A TRIAL

No Complaints

Complaints and the customer

No complaints

This resource is part of the:

Vintage Video Arts

collection

TRY THE Vintage Video Arts COLLECTION FOR FREE

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 distinct learning steps to solving the customer’s problem.

Set within a retail outlet, front-line staff are facing complaints from internal and external customers. The existing solution is a complaints form, but a member of staff soon realises that customers need to let off steam, not fill in forms. Staff learn that they must take complaints seriously and show sympathy, since it is difficult to remain angry with someone who is sympathetic.

This programme reinforces key customer service training techniques by showing a number of common mistakes – such as failing to ask questions, and failing to check that a suggested solution can actually be carried out. The conclusion is that all staff, whether in the front line or not, should be aware of how to deal with the emotions and practicalities of dealing with complaints.

Other titles in series

Thanks for getting in touch. One of the team will get back to you very soon.

In the meantime why not explore the library.

Explore the Catalogue

Request a trial

Submit the form below and one of our team will be in touch to discuss the best Video Arts setup for you!

Mark Helen Baxendale
Twitter Facebook Instagram LinkedIn YouTube