Power To The Customer - Customer Care - Video or CDROM

Does Your Customer Service Training Put Your Customers Where They Belong?

If there’s a query or problem, today’s customers want action. Empowering your front-line staff to respond is not just key to excellent customer service – it’s the way to retain and build business.

A quiet customer is not necessarily a satisfied customer. Many people never complain – they simply don’t come back. Power to the Customer shows you how to empower your staff and give them the information and confidence they need to act professionally and appropriately in any situation. It reveals how nothing sabotages customer service like poor teamwork, and demonstrates how to put together a programme that continually improves on your customer service.

Power to the Customer is divided into three modules designed to help you establish customer service through empowerment; The Empowerment Process, Working as a Team and Continuous Improvement.

Video

Customers should have the power to be in control and get what they want. And that can only happen if your staff have the power to give it to them. Power To The Customer realises the potential of your people. The video is split into three modules:

The Empowerment Process –What empowerment is and why people need to be empowered. The importance of having the means to take control of a problem and resolve it.

Working as a Team – Nothing sabotages good customer service like poor teamwork. Here we look at examples of poor teamwork and how it contributes to poor customer service.

Continuous Improvement – Front-line staff, support staff and managers work together to measure and review service levels. Here we look at ways of gathering the information you need to build service levels.  

Together, the three modules dramatically show how service training can make a difference to the customer experience.

Who could benefit?

• Front line and support staff
• Managers

Key learning areas

• How to make empowered decisions
• Using decision making as a learning opportunity for the service provider
• Investigating mistakes so they don’t happen again
• Reviews by management to monitor performance
• How to review service policies
• Setting up a system for reviewing suppliers

Running times:

Video one, 16 minutes

Video two, 14 minutes  Video three, 13 minutes

(Available as single titles or triple pack)

Presenter’s Guide:

Session Plans, OHPS And Handouts

for each individual title

CDROM

Put your customers where they belong – in control.

Who could benefit?

• Everyone who comes into contact with customers

Key learning areas

• Making on the spot decisions
• The effects and quality of front-line decisions
• Decision-making as a learning opportunity
• Auditing service performance
• Working as a service team
• Making feedback a habit
• The need for continuous service improvement

Training duration:

 1.5 -2 hours

Self-Study Workbook (printable from CDROM)

Cost: Video and CDROM Prices
International orders please email for cost
Bulk Discounts Available

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