Customer Service: Understanding the Customer's View

Many frustrating customer services experiences are depicted in this amusing Video On Demand, with the goal of looking at service from the customer's point of view. Narrated by “Cliff,” a young man's adventures in a fast food restaurant, coffee shop, bank, hotel, department store and big box retailer are juxtaposed with the service he provides in a copy center to allow viewers to feel the difference between bad and good service.

Viewers learn to appreciate customers as the reason they are employed, and are taught the tenants of quality service: acknowledging the customer, putting his or her needs first, solving their problems, being sincere and being polite. While this training appeals strongly to younger employees, others readily relate to the bad customer service experiences depicted and to the customer service standards the training suggests.

This is a great video to incorporate as part of the employee orientation process, and as a periodic reminder about how easy it is to fall into bad service habits.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

Anyone looking to improve their face-to-face customer service skills

• Introduction
• Who is a Customer?
• Customer Expectations
• Good Customer Service
• Conclusion

• Vulnerable Customers In 1 Minute
• Verbal Holding In 1 Minute
• Service Orientation In 1 Minute