Plumstead Accelerator

Graduation Videos

2007-07-10T10:51:00.000-07:00

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

2007-04-25T10:01:00.000-07:00

Part 1 - Get professional!

Part 2 - Action Plan & In-Store Promotions

Part 3 - In-Store Promotions Continued

Visual Merchandising Week 3 Videos

2007-04-18T10:24:00.000-07:00

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

2007-04-11T07:31:00.000-07:00

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

2007-04-04T11:34:00.000-07:00

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

2007-03-14T15:01:00.000-07:00

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

2007-03-08T08:00:00.000-08:00

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

Week 6 Videos

2007-03-07T12:58:00.000-08:00

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...

2007-03-01T07:23:00.000-08:00

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

2007-02-28T10:35:00.000-08:00

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

2007-02-22T07:42:00.000-08:00

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

2007-02-16T00:43:00.000-08:00

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

2007-02-09T01:45:00.000-08:00

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

2007-02-02T00:21:00.000-08:00

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

2007-01-26T01:39:00.000-08:00

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