This entertaining and amusing programme demonstrates the techniques for making demanding customers satisfied. Four realistic scenarios draw on the everyday experiences of front-line staff and the different characters they face up to: Mr Snappy, Mrs Picky, Mr Yappy and Ms Flash.

This easy-to-follow programme shows how easy it is to enrage and frustrate these demanding customers. However, when the staff adopt the PERFECT technique — being Polite, Efficient, Respectful, Friendly, Enthusiastic, Cheerful and Tactful - they manage to successfully change the outcome.

The effective mnemonic, ideal for role-play, makes these simple but effective lessons highly memorable. It is easy to adopt and put into practice at all levels across any organisation that deals with customers and effectively integrates with and supports any customer care course.

The key outcomes:

• Teaches key customer care skills
• Will give all types of customer-facing staff the rules for achieving customer satisfaction - even when handling the most demanding people

e-learning course contains:

• Trailer
• Pre-test
• Introduction
• P.E.R.F.E.C.T. service
• The snappy customer
• The flashy customer
• The yappy customer
• The picky customer
• Summary

The e-learning course uses Video Arts memorable video content and includes thought-provoking questions that ensure the user is learning and being challenged.

Bite-size modules allow individuals to go at their own pace as they work their way through the demonstrations, tutorials and video clips.

Each e-learning title includes:

• Pre-test to establish current knowledge and determine which modules the learner needs to complete
• Test results and summary notes at the end of each module
• Glossary of commonly used terms and key video clips
• Final knowledge check to test retention
• Full tracking and reporting capabilities