Demanding Customers

Author

Produced

• 1999

Key Features

20-minute DVD video or CD-ROM

Customer Care Made Perfect

The objective of this training program is to give all types of customer facing staff the rules for achieving customer satisfaction-even when handling the most demanding people.

Click here to view a longer online preview of this program:
Demanding Customers online preview

In a recent survey, 70% of customers who switched to a competitor cited poor service as the reason for switching.  Dissatisfaction spreads like a wildfire but a 'very satisfied" customer will recommend you to others three times more often than a customer who is merely 'satisfied'.   By using the PERFECT approach: Polite, Efficient, Respectful, Friendly, Enthusiastic, Cheerful and Tactful, learners gain insight on the best approach to four difficult customer personalities:

Mr. Snappy - who is determined to be angry about anything, however insignificant
Ms. Flashy - who regards herself as the most important person and expects to be treated accordingly
Mr Yappy - who likes to talk...and talk... about anything except the matter in hand
Mrs Picky - who will question everything, explore every nook and cranny, picking holes in anything
By using the tips and techniques demonstrated in this course, learners will be given the guidelines and tools necessary to deal effectively with difficult customer and leave each customer 'very satisfied'.

Intended Audience:
Essential for all employees who deal with customers.

Upon completion of this course, users will be able to:

• Identify the problems that demanding customers create and the expectations they have
• Identify the constraints preventing you from giving outstanding customer service
• Use the P.E.R.F.E.C.T. acronym to guide your behaviour towards demanding customers
• Devise an action plan to improve your ability to satisfy demanding customers. 

The Video
Demanding Customers is an amusing video that demonstrates the techniques for making demanding customers satisfied. Several realistic scenarios draw on the everyday experiences of front-line staff and the different characters they face up to: Mr. Snappy, Mrs. Picky, Mr. Happy and MS. Fish. In a wrong-way scenario, the video shows how easy it is to enrage and frustrate these demanding customers. Then, when the staff adopt the Perfect technique-being polite, efficient, respectful, friendly, enthusiastic, cheerful and tactful-they manage to change the outcome. The simple but effective lessons are highly memorable-easy to adopt and put into practice at all levels across any organization that deals with customers.

Features and applications:

• Integrates with and supports any customer care course
• Entertaining and easy-to-follow video
• Effective mnemonic, ideal for role-plays
• Four separate scenarios tackling key customer service skills

“Demanding Customers creates a real buzz and interest in what it’s saying.”

The video "previews" offered on this page require that Windows Media Player is installed on your computer. To add this media player product, download from Microsoft Windows Media Player.

This product is available for sale only within the United States of America.