Help customer service employees learn the skills required to satisfy customers and represent the business in a professional manner. Starring Hugh Laurie and narrated by John Cleese, this customer service training video is a welcome addition to any company that wants to retain more customers.
Charlie, a service repair man (Hugh Laurie), is called out to a number of everyday service scenarios, but on each occasion he manages to criticize everything that's important to his business - the products he services, his customer, the salesperson they originally dealt with and his organisation itself. The realistic scenes are not only amusing and highly watchable, but make some clear points about the role that service staff should be undertaking.
When repairing a couple's washing machine, Charlie shows no compassion that they are knee-deep in water, and just compounds their distress by criticizing the product's design and safety features. Next he is faced with a broken photocopier which a business needs urgently repaired, but just blames the organization for not looking after it correctly and for not calling him sooner.
At a computer center a hi-tech machine has failed and needs a new part, but Charlie's call to head office gives the customer the impression that his company is inefficient and unable to help. Finally, when looking at a householder's faulty burglar alarm, he criticizes the engineer and salesperson before him, leaving the customer confused and unhappy.
When Charlie sees the light, viewers will appreciate that his role is as a trouble-shooter not a trouble-maker. He visits a restaurant to repair an oven and leaves the chef delighted with the service, taking out a new service contract and an order for a kitchen upgrade.
A Video Arts release