I am writing a Customer Service Course (easy enough you may think!) however the audience will be Health & Social Care staff undertaking varying roles eg domestics, nurses, catering assistants, Service Managers, admin staff, care workers etc. and the customers we are talking about are people with disabilities who use our services, but also people who may visit our services on a professional basis..Dr's OT's, Social Workers etc. I would like to include attitude, motivation, body language, what good/bad customer service looks like. I would like to use video clips but everything I seem to peruse is really cheesy and I'm not convinced that the audiences will appreciate them. Some of them are also quite dated (the clips that is). I have looked at the VideoArts library, but obviously this is vast so any suggestions for something that gets the point across whilst also being down to earth and genuine would be greatfully received. I have considered Fish but other suggestions welcome! :)
Thank you.
9 Responses
“if looks could kill” from video arts
maybe not the whole dvd since some of it is retail oriented but there are some excellent sections with a nurse as the service provider. Though parts of the dvd are (deliberately cheesey; I don’t think Dawn French can act Lactose Free!) the relevant sections are relatively mild and edam-like.
I seem to remember something caled "Does he take sugar?" which related to dealing specifically with people with disabilities (and patronising the hell out of them) but I could be wrong
PLEASE NO CHEESE
Thanks for the suggestion. I have looked at @If looks could kill’ and may well use it. I know exactly what you’re talking about in terms of the ‘does he take sugar’ and although it could be construed as patronsing, unfortunately the amount of times that people address ‘carers’ as opposed to the person with a disability is phenominal. Some people assume that if someone has a disability, they lose their ability to voice an opinion or make decisions. But we battle on trying to raise awareness!
EDM
Try thinking about Transactional Analysis (Lite) as a way of del
We use a training programme around customer care skills using ‘if looks could kills’ and augmenting this with content around transaction analysis. This ‘behaviour breeds behaviour’ approach works particularly well amongst our cleaners, etc… they ‘get it’ almost instantly, whereas some of our office based people don’t.
Looking at the concept of ‘parent’, ‘adult’ and ‘child’ gets people thinking about how they can effectively use their behaviour to manipulate people into being more reasonable than they might otherwise. The ‘parent’ behaviours are particularly appropriate when thinking about the core skills of people in ‘telling’ and ‘caring professions (i.e. Dr’s vs Nurses/carers. Look at businessballs – there’s quite a bit of information about TA on there. Good luck.
Oh, and by the way, there’s nothing wrong with a bit of cheese. If delivered in the right way it can be a very useful learning tool, but, don’t stick it in half a grapefruit.
EDM, I HATE YOU 😉
…………..I’ve just discovered that my "memory" of "does he take sugar" was correct but that it was actually a documentary that was aired in 1973…………now I have to face up to the fact that I’m ancient!
Mind you it goes to show that it must have been a powerful message…..I was 12 at the time!
Rus
http://www.coach-and-courses.com
Does he take sugar?
Does he take sugar? was also a Radio 4 programme covering disability issues – it aired from 1977 to 1998! So, Russ, maybe that’s what you recall!
On the theme of Customer Service I saw a great clip on the lunchtime soap Doctors recently (please don’t ask why I was watching!!!). One of the characters was being given the run around by the young girl behind the counter. The character asked the girl "Do you know who I am?". The young girl, thinking she was dealing with a celebrity or something said she didn’t – the character said "I’m a customer"! I though that was a great quip and is one I will use next time I get less than great service anywhere!
Jenny
PLEASE NO CHEESE
I love the ‘do you know who I am’ quip (and I won’t ask why you were watching Dr’s!) and I will work that into my repertoire I feel. The ‘does he take sugar’ is still relevant today. A member of staff was accompnaying a Service User in a department store (a regular outing) and a member of staff advised the carer that the Service User (who had a visible disability) shouldn’t have been in the cafe and would they like to take them somewhere else so as not to upset other customers. Oh the tales I could tell, it’s very alarming and disappointing.
And Russ, not ancient…..mature…like a fine cheese! 🙂
customer service
Have you tried contacting your local disability group or disability federation? There are
many disability groups/ charities that run training or could possibly help you with clips/ resources etc or even
speakers whose role is to raise awareness.
Your local Volunteer Centre or Council for Voluntary Organisations should be able to give you some contacts.
Best of luck
Violynnz
A One We Used Ages Ago
A long time ago in a Customer Service Training Course we used a video called In Search of Excellence by Tom Peters.
Although the video itself is quite long, we only used the first part that looked at Disney Land and how they trained their staff.
Yip, it is a wee bit cheesy, but there are some great messgaes in the film about being ‘On Stage’ and ‘Off Stage’ and their whole pholosiphy toward customer service.
I’m sure it’s still available…..somewhere out there.
Good luck with your search.
David
— Managing Director Revolution Learning and Development Ltd http://www.revolutionlearning.net
please no cheese!
Thanks Dave. I seem to recall something like this too.