Graduation Videos

Videos from the Graduation Ceremony for the Plumstead Accelerator Course 2007

Dramatic Introduction, and Welcome by Susan Williams




Welcome from Councillor Peter Brooks




Testimonies about the course from the floor




People mingling and talking about the course




Interview with Cllr Peter Brooks. Deputy Leader of London Borough Greenwich.

Visual Merchandising Week 4 Videos

Part 1 - Get professional!




Part 2 - Action Plan & In-Store Promotions




Part 3 - In-Store Promotions Continued

Visual Merchandising Week 3 Videos

Part 1 - Introduction




Part 2 - Making your business more commercially aware




Part 3 - SWOT analysis




Part 4 - Competitive trade analysis




Part 5 - Window displays

Visual Merchandising Week 2 Videos

Part 1 - Best sellers, key selling areas




Part 2 - Improving the impact of best-selling items




Part 3 - Visual lines and conversion rate




Part 4 - Benefits of space management - sales maximisation




Part 5 - Benefits of space management - commercial actions, prime location, stock issues, analytical data

Visual Merchandising Week 1 Videos

Part 1 - What is visual merchandising




Part 2 - The theory behind the practice




Part 3 - Maximising profit, space management




Part 4 - Exercise - what does your business look like




Part 5 - Your best sellers and sight lines

Week 7 Videos

Procedures & Planning

Part 1 - What do we communicate at the moment, and how




Part 2 - Formal vs Informal




Part 3 - Formalising Processes & Procedures




Part 4 - 5 Steps to Service Success

Wk 6 : Legislation Slides

Here are a few reminders of Week 6 of our Retail Accelerator programme in customer service...

Week 6 Videos

Legislation and Regulations

Part 1 - Risk assessment exercise & intro




Part 2 - Questions - compliance with the law




Part 3 - Exercise - meeting legislation, and how legislation protects retailers and consumers




Part 4 - Legislation runaround game

Saying sorry & offering compensation...

In this weeks session on Complaing Handling, I told a story about one company that had let their customers down and then let them choose the level of compensation.

If you want to know more, read on...

Here is the copy from the email and links to the original blog entry. There is also a link to Seth Godin's blog. Seth is a very well known and respected marketing specialist.

As some of you may have noticed, the month of December and early January was a challenging time for us. We were overwhelmed by the demand for the Mozy backup service, and had a difficult time keeping up. [...]

So, to try and make up for the problems we've experienced, and to thank you for hanging in there, we like to offer you the follow options:

If you had a really frustrating experience, click here to get 3 months free service added to your account.

If you hit some glitches, but everything mostly worked out for you, click here to get 2 months free service added to your account.

If things went just fine this last month, click here to get 1 month free service added to your account.

But if you'd rather just let us know you're doing okay and you don't need the extra month of free service, click here to let us know.

If you have any questions or feedback, don't hesitate to email me personally. We're here to protect your data - and we thank you for hanging in there during our growing pains.

-josh
Founder, CEO
Mozy.com, Berkeley Data Systems, Inc.

Read the source for this story at Jeremy Freese's Weblog
Read Seth Godins post about saying "SORRY"

Week 5 Videos

Complaints

Part 1 - Introduction, statistics and examples




Part 2 - Complaint Handling




Part 3 - Attitude to complaints




Part 4 - Exercise - handling complaints through different channels of communication

Week 4 Videos

Principles of Communication


Part 1 - Types of Communication and the communications process




Part 2 - Table Exercise - The 4 D's of communication & the pros and cons of different communication types




Part 3 - Feedback

Week 3 Videos

Behaviour

Part 1 - Introduction and business personalities - what do companies do that is attractive to the customer?




Part 2 - Mind reading for retailers Part 1 and customer perception demonstration





Part 3 - Creating the best impression - personal presentation, attitude, approach and body language




Part 4 - Looking at features and benefits

Week 2 Videos

Dealing With Change


Part 1 - Introducing dealing with change, and continuous improvement. Looking at an example of how a major corporation strives to continuously improve their business




Part 2 - Continuous improvement exercise ...

* How do customer's needs and expectations change?
* In what way does the competition make you change?
* How might your products and services change in the future?
* How has Plumstead changed?




Part 3 - Continuous improvement exercise ...

* Customer Focused Procedures
* Commited Staff
* Easy to do business with




Part 4 - Monitoring continuous improvement

Week 1 Videos

Great Service… What & Why

Part 1 - Introduction to Week 1 and a warm-up exercise where participants describe their business personality in terms of a vehicle ...



Part 2 - Route Map and Ground Rules for the programme ...



Part 3 - Participants share stories of great and poor customer services, discuss evidence of teamwork in their stories, and how good or bad service affects a customers choice to return, and their loyalty ...



Part 4 - Barriers to customer expectations and top tips ...

Induction Videos

Videos from the Induction of the Plumstead Accelerator Programme


Introduction with Councellor Brook



Testimony from Israel of the benefits of the programme



Overview of the programme from Ally



Debbie describes the Visual Merchandising part of the course