Invisible Man Meets the Mummy, An
DVD, Leader's Guide & Participant's Workbook
(Program length: 18 minutes)
This entertaining film presents a lighthearted look at the rights and wrongs of customer service. It shows that everyone has customers — internal, external or both — and there is no place to hide from them. Not even in red tape. Yet without realizing it, many capable people let red tape cloud their vision of what customer service is about. To illustrate this point, we have cast the employee as an inflexible mummy wrapped in red tape. The customer is invisible because the mummy just can not see him. But only temporarily — because the eight skills for good customer service are soon revealed. An important training tool for new hires and a valuable reminder for seasoned employees.
A CRM Learning release.
Key Learning Points
- Flexibility — policies and procedures are no good if they alienate your customer and their needs
- Planning — creating and implementing a solid plan of action increases efficacy
- Attitude — it's not merely what is said, but how, that imparts critical messages to customers
- Measurement — tracking progress provides effective tools for change, and more