How To Lose Customers Without Really Trying

Produced

• 1989

Key Features

32-minute DVD video and Leader's Guide

It’s easy to put customers off; just be aggressive or defensive. Thankfully, keeping customers satisfied is equally easy. From sales to service, at a retail check-out or a reception desk, the same guidelines apply in every area of front line service.

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There’s never a need to treat customers as the enemy, yet many people do so, choosing to attack or defend. Attack may involve being patronizing to them, making them feel in the wrong, being superior or making them feel small or a nuisance.

Defense implies ignoring customers, practicing selective deafness, not accepting responsibility and finding any reason not to solve their problem.

In every example featured in these short sketches, there are easy steps that can be taken to avoid customer conflict.

Learning Objectives:

• Put yourself in the customer’s position
• Find the need
• Involve the customer
• Acknowledge the customer
• Accept responsibility
• Satisfy the customer

This program features Dawn French, Jennifer Saunders, Stephen Fry, Hugh Laurie and John Cleese.

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This product is available for sale only within the United States of America.