To explore the mindset, techniques, skills and behaviour required to guide customers through interactions confidently, anticipating their emotional response and offering appropriate additional value. Delivered in facilitated sessions to prompt discussion.
Dramas are an entertaining, engaging and memorable way to bring a topic to life. This short film features a father and daughter who find themselves in a spot of bother. In the full version, we see Dad call telephone banking for help and witness a showcase of the rights and wrongs of handling customers in a stressful situation.