This fun, zany video designed for young trainees who are performing front-line customer service features Cliff, a hip, 20-something, in search of excellent customer service. He is our guide in this adventure, as we, watch the master, and observe interactions between him and service providers in a variety of locations. With his humorous comments and funny antics, we get clueful in no time. Cliff's route takes us through some pretty awful but typical customer service scenarios in a fast food restaurant, a bank, a computer store, a hotel reservation desk, a video store, a department store and an outdoor cafe. Throughout these scenarios, Cliff maintains his sense of humor while giving us tips to transform service into a more positive experience for the provider and the customer. Viewers learn how to provide the kind of customer service we all want to receive and the importance of approaching customers with respect, friendliness and a sincere desire to help. If you fear younger employees may not share the values of their managers, let them get the scoop on customer service from Cliff. Although this video has been designed with the Gen X and Gen Y employees in mind, it will also appeal to other customer service providers because of its fun cast, memorable scenes, solid information and variety of service locations.
Key Learning Points
- Empathize with the customer
- Assess how their business environment influences the customer
- Identify the needs of the customer
- Use polite and friendly behavior with customers
- Practice effective ways of solving customers' problems and meeting their needs
- Plan to implement customer service behaviors on the job