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FILM: Coaching In Customer Care
DVD [£47.00 plus VAT]
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Three Year Streaming Subscription [£47.00 plus VAT]
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37 mins, 1997
How do you coach people in customer care? Three case studies illustrate the problems.
1 - Receptionist Janet is off-hand with customers, but when her manager mentions it, she feels upset. What is she doing wrong?
2 - John is an experienced salesman and responds badly to being ticked off in public for a minor fault. How should he have been treated?
3 - Cheryl is failing to communicate with clients, but Frazer's attempt to coach her just confuses her. In the end he shows her exactly what he means.
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