Key Learning Points
DON’T: Ignore customer needs and feelings
INSTEAD: Care for your customers
DON’T: Assume you know
INSTEAD: Ask and be responsive
DON’T: Wait for requests
INSTEAD: Anticipate and surprise
DON’T: Be lazy with details
INSTEAD: Be efficient and take action
Casey practices her service skills on Tammy, but the strategy backfires.
Marcus and Serena want to see Cutting Edge employees demonstrating greater care for their customers. They discuss body language and the need to remember things important for the client interaction, as well as the use of open and closed questions. Serena particularly wants staff to be responsive, prompt and demonstrate organizational skills. Alex coaches Dion through handling tricky customer queries over the phone, while Casey practices her service technique on Tammy with unfortunate results. Carol considers sensational service is all about definite action and punctuality, and that service providers have passion and exceed her expectations.
Cutting Edge Communication training videos are designed to provoke discussion and response. Contemporary, fast paced, short, character driven, sitcom-style comedies, these courses take an innovative approach to reaching today's learners. Through laughter, discussion and reaction, we can all develop a more transparent and shared vision of how we wish to behave, how we manage ourselves, and how we cooperate with others.
While some find them insensitive or even outrageous, the vast majority of viewers and participants have found them to be refreshing, stimulating and ideal for injecting energy and enthusiasm back into learning.
For information on other titles in the Cutting Edge Communication Series, please CLICK HERE.
A 7 Dimensions release