LEARNING OBJECTIVES

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.

 

FEATURED VIDEOS

 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?)

 

 

When things go wrong

$245.00Price
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