The A-Z Of Customer Service
29 mins, 2008 Without happy customers a business can’t survive. But how do you make them happy? How do you keep them happy? Staff of the Dickens World theme park and the upmarket MacDonald hotel chain give the view from the sharp end. FIRST IMPRESSIONS: A friendly smile and open body language are vital to… Read more »
A Guide To Consumer Rights
27 mins, 2001 Three lively scenarios illustrate customer’s rights and explain the laws which apply. I WANT MY MONEY BACK: Barney takes a faulty vacuum cleaner back to the shop. He wants his money back. But the shop say they only need to repair it. Is this true? THE EXTORTIONATE KITCHEN: Mrs Keating buys a… Read more »
Coaching In Customer Care
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… Read more »
Keeping The Customer Satisfied
32 mins, 1996 A travel firm sets out to improve its approach to customer care. Secret filming captures where staff go wrong. Role play exercises demonstrate how to get it right. But what about the tour guide with his own eccentric approach to customer care? And can even the best techniques make up for a… Read more »
Customer Care On Trial
25 mins, 1993 A secret camera explores what happens to a variety of customers in the real world. Includes examples of customers being treated with tact, incompetence and rudeness, both on the phone and face-to-face. NOTE: This is NOT a guide to giving customer care: it shows what happens in the real world and provides… Read more »