Customer Service Skills in your Organisation

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Publication Date: December 2008
Classification: Unclassified
Region: Region 2
Format: DVD

ISBN13: 9781843982258

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Price: £995.00
Member: £895.00

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Description
Every employee is required to interact with a customer at some point in their career, often on a daily basis. This DVD is designed for use with employees in any industry or organisation and will equip them with the skills they need to become more customer focused and deal with a whole range of scenarios in an effective manner.

Scripted by a subject expert and consultant, and with an accompanying Trainer's Guide, this innovative training DVD is comprised of short clips which allow the trainer complete flexibility and control to intervene at any point and jump around to relevant scenes. Scenes cover good practice and bad practice and cover the following areas:

an introduction to excellent service
building rapport with customers
understanding customer needs
using positive language
the internal customer
effective service recovery
leading in a service environment.

Unlike many similar products, this DVD is not based around a drama. Instead, each scene is firmly centred round a set of key learning points which helps to focus the viewer's attention and consolidate their learning. It represents real employees in an environment which is modern yet neutral making it suitable for any organisation.
Contents
SECTION 1: AN INTRODUCTION TO EXCELLENT SERVICE

Scene 1.1 An Introduction to Excellent Service

SECTION 2: BUILDING RAPPORT WITH CUSTOMERS

Scene 2.1 Understanding Customer Needs
Scene 2.1 Positive Body Language
Scene 2.3 Positive Tone of Voice

SECTION 3: UNDERSTANDING CUSTOMER NEEDS

Scene 3.1 Poor Listening Skills
Scene 3.2 Good Listening Skills

SECTION 4: USING POSITIVE LANGUAGE

Scene 4.1 Using Negative Language
Scene 4.2 Using Positive Language
Scene 4.3 Dealing with Unreasonable Demands Negatively
Scene 4.4 Dealing with Unreasonable Demands Positively

SECTION 5: THE INTERNAL CUSTOMER

Scene 5.1 Poor Internal Service
Scene 5.2 Overcoming Poor Internal Service

SECTION 6: EFFECTIVE SERVICE RECOVERY

Scene 6.1 Poor Handling of a Complaint
Scene 6.2 Discussing Service Recovery
Scene 6.3 Handling a Complaint Using LEARN

SECTION 7: LEADING IN A SERVICE ENVIRONMENT

Scene 7.1 Leading in a Service Environment
Samples
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