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 ...