Designed to motivate your team to rethink the simple needs of customers and apply skills that meet these needs. You can bring real views of real customers into your training session. Customer Talks Back shows normal members of the public talking about customer service, and gives an insight into just what they expect for anyone who serves them. Although it has an obvious retail market connection, this resource can be used to train anyone who may come into contact with customers and is especially useful for those working in call centres.

Key training messages:
• Acknowledging your customer
• Knowing what upsets customers
• Knowing your products or services
• Giving the customers the right amount of attention