Point of Impact

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Point of Impact training workshop with DVD is a fast paced program with humorous scenarios that focus on customer service skills for front line employees. Front line employees are the company. They are the ones your customers interact with as the face of the company. It is sad but true that some companies have lost millions of dollars because of an indifferent receptionist or sales clerk who seems to consider the customer as an interuption of his or her work.

In Point of Impact, we follow Byron a sales clerk with a lot to learn about basic customer service. The tables are turned on him as he visits a number of other establishments both retail and service and gets a taste of his own medicine. The mistakes are quickly corrected, however, as the proper (an simple) techniques are clearly demonstrated. These techniques also include some valuable tips for dealing with unhappy customers. By the end of this informative film, Byron has become an expert at customer service and so will your staff. Point of Impact training program is a terrific tool to use for organizations that hire young, inexperienced salespeople as well as front line customer care representatives for any industry. This program also includes a vignette showing a receptionist in a health care facility,

Key Training Points: Great customer service isn't hard as long as you have an A.C.E. up your sleeve.

Attitude: Great Customer Service begins with attitude- Smile and the 10 Second Rule
Communication- use questions as a tool to provide service. Body language should be open and positive and listen to the customer.
Effort-make every effort to build a positive relationship by getting the facts, show you understand, let them know what you are going to do and follow through.

Training Package includes DVD (15 minutes) plus Facilitator's Guide