Products

How To Lose Customers Without Really Trying

Keeping the customer satisfied

Media Type - DVD

Customers can be trying – and not all of them are necessarily pleasant. But it is vital to treat them all as personal guests, making them welcome and indulging their whims.

In various realistic scenarios, staff resort to aggressive behaviour, by being patronising or superior, or defensive behaviour, where they ignore the customer altogether or fail to accept responsibility. The humorous sketches lay the foundations for customer care and provide a concrete set of behavioural rules to make customers happy and keep them coming back.

They provide a memorable demonstration of the dos and don'ts of customer care, which include: finding the real need behind a request, agreeing a solution with a customer, and seeing things through to a successful conclusion.

This programme clearly defines valid rules for any customer care exercise and demonstrates that the key learning points for keeping customers satisfied apply to front-line staff in any organisation – from sales to service to a retail checkout or reception desk.

The key outcomes:

  • Will give all types of customer-facing staff the behavioural rules for achieving customer satisfaction - even when handling the most demanding people.
  • Useful for all customer care exercises, role play and discussion

Learning Chapters:

  • An introduction to customer care
  • Patronising the customer
  • Blaming the customer
  • Intimidating the customer
  • Heady,high-minded behaviour
  • The customer’s a nuisance
  • Three rules to keep the customer
  • Ignoring the customer
  • Neglecting the customer
  • Deliberate deafness
  • Passing the buck
  • Ducking and dodging the customer
  • Summary

Style:  Humorous Drama 

  • Support Material - Course leaderĂ¢??s guide, Delegate worksheets, PowerPoint slides / OHPs, Self-study workbook
    Length - 32 min
  • Pricing
    Price - INR 28,750
    Intl. Price - $ 870.00