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Duration: 18 minutes
- Develops front-line service skills
- Builds customer-friendly attitudes
- Helps companies compete
Nothing is more frustrating for customers than when they are trying to do business with your organization and they are thwarted by service providers who:
- are unfriendly or just plain disinterested
- are less than helpful when a question or problem is presented
- blindly enforce "policy" without using common sense
These are the very behaviors behind a "WAYMISH"—a situation where a customer was readyand willing to give you their money but left without doing so. One WAYMISH = One lost customer(and all the future revenue they represent)!
Through a reality TV approach that is both funny and timely, this program reveals customer service reps in a variety of settings who are inadvertently driving good customers away. Having been caught "in the act", each gets a chance to see themselves the way others see them. The show's folksy, straight-talking host then coaches them on attitudes and behaviors that satisfy customers and keep "WAYMISHes" from occurring.
Skills points include: Quickly Acknowledge the Customer, Coach Each Other, Find a Way toSay YES, Listen Carefully, Fix It on the Spot and It IS Your Job!
The Supervisor Show component plays off the main WAYMISH show and helps supervisors see the role they play in supporting their front-line employees and preventing WAYMISHes.
DVD plus Downloadable Materials
Leader's Guide, Powerpoint Presentation, Participant Workbook
Downloadable materials will be emailed after order completion.
Produced by CRM Learning.