An Inside Job

Everyone in an organization forms part of a 'customer-service chain', which leads from dealing with customers right through The business. In a hotel scenario, an investigator is called in to investigate mis-management, and identifies how people in departments, not dealing with customers, are actually letting external customer service down

Outline the three steps of effective internal customer service for your employees with this unique video program. You’ll motivate people to put internal customer care into practice throughout the organization. Every customer will receive better service as a result!

Key Learning Points:

• Identify your internal customers
• Consult your internal customers
• Serve your internal customers

Learn more and purchase More Bloody Meetings with John Cleese

If Looks Could Kill

How people behave when dealing with customers or colleagues can determine the success or failure of each interaction. In this spoof detective case, careless failure has created a victim. At the doctor's, at the shoe shop, in the post office and at the station, a customer was driven to distraction by careless behaviour.

How to Lose Customers Without
Really Tryng

This programme clearly demonstrates that the same guidelines for keeping customers satisfied apply in different situations, from sales to service to a retail checkout or reception desk.

Customers can be trying; not all customers are pleasant. It's easy to put customers off; just be aggressive, or defensive.

Telephone Behavior:
Power and Perils

In this engaging, amusing and highly memorable story, as assistant manger of a marketing department is preparing to give the local business community a short seminar on professional telephone skills. But her own skills leave a lot to be desired.