I am implementing a customer service training programme for staff at a retail company. As part of the training I would like to show a 15 min video:
"Service focused through the eyes of the customer".
Does anyone have a copy of such a video or know where I can purchase one.
WHERE IS THE BEST PLACE TO START! (names, nos, addressess)
Please help me as this is an integral part of their retail training.
Thanks
RICHARD ORDMAN
Richard Ordman
4 Responses
Video Arts
Hi Richard,
Have you tried Video Arts (http://www.videoarts.co.uk)? I understand they have been reproducing some of the old John Cleese videos. There was a good one called ‘The Customer is always Dwight’ which was about getting things right first time.
Also, the BBC have produced some good ones (although titles escape me!)
Kind regards,
Colin Hamilton
email: [email protected]
web: http://www.bis-improve.co.uk
Customer Care
Hi
I have seen a WELCOME HOST video which is promoted by regional tourist boards.It has some “before” and”after” retail situations and several more from the “leisure” industry.I have used it on my customer care courses.It may have transferable value to your situation.I think,however,you need to sign up to the tourist boards scheme which would mean your staff getting accreditation on completion of the 1 day course and your org displaying the WELCOME HOST sign
Don’t forget the equality and diversity considerations in customer care
William
[email protected]
Customer-focused Service
Hi Richard,
I cannot help with leads on the video you are looking for. However, if you regularly deliver training on the topic of service & customer satisfaction, you may be interested in the following books:
Marketing a Service for Profit (Kogan Page)
Greg Clarke
The Marketing Plan (Amacom)
William Luther
Managing the Professional Service Firm (Free Press)
David Maister
I have personally used these books to gain insight into developing services with greater relevance to customer needs. Unlike many other books on the topic of selling services, the above books have a strong practical approach and offer various “bits and pieces” that can be immediately applied to real situations.
I hope this helps.
Regards,
Michael Beaton
Managing Director
Topstone Corporate Resourcing
customer care
“if looks could kill” another old video arts product, may have been updated recently, has some good messages. You could always try a preview house where you can view a number of different products.
I don’t know where you are but there is one in Long Eaton, Near Nottingham called Christo’s. In my experience they are always very helpfull.