At the end of the videos and exercise delegates should be more comfortable dealing with complaints in a constructive and positive manner, leading to better outcomes for both the company and the customer.
Each delegate may be given a Personal Action Plan to record any learnings and personal development commitments that they make as a result of this training.
This guide is designed for a manager or a facilitator to deliver a short workshop featuring videos from the Video Arts Customer Service Essentials Series.
Each video comes with a series of activities around the following structure:
LOOK - watch the video and reflect on the content and message.
THINK - activities and questions linking the video to their own experience and workplace. REMEMBER - a summary of the key learning points. Each section relating to the video will last around 15 minutes.
PRACTISE - At the end of the series of videos there is a 30 minute practical training exercise which will bring the learnings together.
Delegates should be encouraged to record any personal development actions on their Personal Action Plan sheet.
Listening to the customer (Don’t blame me, mate. You bought it.)
Asking the right questions (It’s the pen that’s defective, not me!)
Getting to a solution (Milan? Why is it in Milan?)