In the customer's shoes

The aim
To ensure all staff deliver great customer service by changing their attitude.

About the program
Most trainers already teach their people how to deal with customers, whether face to face or on the phone. But it's no good going through the process unless they have the right attitude. This video introduces scenes in a shop, an airline call center, a bank, a hospital and on public transport to show how all frontline staff can do better, and offers a five-step model for getting it right.

The objectives of the program are to get people to:
-Treat customers as they would want to be treated themselves
-Try to do a little bit extra to exceed expectations
-Understand good customer service is everyone's responsibility
-Be aware that good service goes straight to the bottom line, because bad service loses customers

The benefits

• Suitable for new recruits, front-line staff and as a refresher
• Simple and memorable five-step model
• Introduces a range of realistic scenarios to strengthen the message

Related training issues:
Body language

Information:
A Melrose production. Release date: 1997