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Customer Service Skills in your Organisation

DVD
Published: December 2008
Classification: Unclassified
Region: Region 2
Price: £995.00
Members: £895.00
Prices exclude VAT

This title will be delivered within 3 and 5 days



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ISBN: 1843982250
ISBN13: 9781843982258
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Product information

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Sample scene: Good listening skills

This is a sample scene from the CIPD Publishing Training DVD, Customer Service Skills in your Organisation.

Description

Every employee is required to interact with a customer at some point in their career, often on a daily basis. This DVD is designed for use with employees in any industry or organisation and will equip them with the skills they need to become more customer focused and deal with a whole range of scenarios in an effective manner.

Scripted by a subject expert and consultant, and with an accompanying Trainer's Guide, this innovative training DVD is comprised of short clips which allow the trainer complete flexibility and control to intervene at any point and jump around to relevant scenes. Scenes cover good practice and bad practice and cover the following areas:

Delivering excellent service
Building rapport with customers
Understanding customer needs
Using positive language
Assertive behaviour skills
Dealing with complaints
Leading in a service environment

Unlike many similar products, this DVD is not based around a drama. Instead, each scene is firmly centred round a set of key learning points which helps to focus the viewer's attention and consolidate their learning. It represents real employees in an environment which is modern yet neutral making it suitable for any organisation.

Contents

An introduction to excellent service
Building rapport with customers
Understanding customer needs
Using positive language
The internal customer
Effective service recovery
Leading in a service environment

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