Details

37 mins, 1997

How do you coach people in customer care? Three case studies illustrate the problems.

1 – Receptionist Janet is off-hand with customers, but when her manager mentions it, she feels upset. What is she doing wrong?

2 – John is an experienced salesman and responds badly to being ticked off in public for a minor fault. How should he have been treated?

3 – Cheryl is failing to communicate with clients, but Frazer’s attempt to coach her just confuses her. In the end he shows her exactly what he means.