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Coaching in Customer Care : Three Case Studies

Call.No :	DVD: 443
Record.No :	93893  [Audio Visual Material]
Title :	Coaching in Customer Care : Three Case Studies
Sub Title :	Three Case Studies
Publishing :	New York, [ United States ] : Insight Media , 1999
Description :	English : DVD; color; sound ; 37 mins.
Abstract :	How do you coach people in customer care? Three case studies illustrate the problems. 1 - Receptionist Janet is off-hand with customers, but when her manager mentions it, she feels upset. What is she doing wrong? 2 - John is an experienced salesman and responds badly to being ticked off in public for a minor fault. How should he have been treated? 3 - Cheryl is failing to communicate with clients, but Frazer's attempt to coach her just confuses her. In the end he shows her exactly what he means.
Subjects :	Customer services

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