In the galaxy of customer service, Curt Hinderman's lost in space. Until one dark night, when his car breaks down en route to a mandatory training session, and the tables are turned as he finds himself needing urgent help from his customers. Aided by the mysterious Angela, Curt discovers the essentials of great service - while taking your audience on a journey of discovery. As this fresh, entertaining tale unfolds, you'll find your audience completely absorbed by the learning points, while training becomes simple yet highly effective. Enjoyable and easy-to-use, Customer Service Zone is an essential resource for all organizations serving customers. Purpose: Customer service meeting opener, introductory training, refresher training. Appropriate for all organization types. Key Learning Points: " Welcome: immediately greet customers in a friendly and professional manner " Hear: ask customers how you can help, and listen carefully " Accomplish: own the issue and take action until customers' needs are satisfied " Thank: thank the customer and invite them to return W.H.A.T. makes great customer service!

The aim To achieve customer satisfaction by recognising, understanding and caring for difficult customers like they were guests. About the programme This drama sequel to the worldwide best-seller The difficult guest, helps the viewer to look at each customer as if they were a guest in their home. It introduces three characters: a distracted guest, who brings many problems with him and needs to be cared for; the disappointed guest, who for one reason or another feels let down, not by what you say but 'how' it is said; and the disruptive guest, who needs to be dealt with on a personal level before his problem can be tackled. Emphasis is placed on the 'LAST' mnemonic. Staff will learn to 'listen' to the customer, 'apologise' personally, 'solve' the problem, and 'thank' the guests for their business, so achieving resolution of the problems - and satisfying the customer. Video role-plays are included to enable trainers to explore, re-enact and discuss the issues the main video raises. The benefits Suitable for front-line staff in any organisation Realistic drama with memorable video role-plays Reinforces messages with an effective mnemonic Rules are valid for any customer-care exercise Programme includes: DVD(23 mins) Role plays (13 mins) User's guide Workbook

The aim To reinforce the fact that everyone has the power to create a positive experience with a customer. About the programme Great customer service begins in a place we're all familiar with - the home. People know how to take care of guests, welcome them, thank them for coming and invite them back. And treating a customer in a business should be no different. For a manager, improving customer service means more than just implementing a policy. It means changing behaviour, so that every time someone walks in the door, the staff must decide how they're going to treat them - as an interruption, or as a welcome guest. This programme helps people see how their role fits in with the objectives of the business, and reinforces the fact that everyone already knows how to treat a customer - with a common-sense approach. The benefits -One of the world's best-selling customer care videos -A common-sense approach to customer care that simply reinforces what people already know -Highly watchable format with simple customer-focused messages -Suitable for any retail or customer-facing staff to learn how their role fits with the organisation's objectives Programme includes: DVD(13 mins) Leader's guide