Demanding customers is an amusing video that demonstrates the techniques for making demanding customers satisfied. Several realistic scenarios draw on the everyday experiences of front-line staff and the different characters they face up to: Mr Snappy, Mrs Picky, Mr Yappy and Ms Flash.

In a wrong-way scenario, the video shows how easy it is to enrage and frustrate these demanding customers. Then, when the staff adopt the PERFECT technique - being polite, efficient, respectful, friendly, enthusiastic, cheerful and tactful - they manage to change the outcome.

The simple but effective lessons are highly memorable - easy to adopt and put into practice at all levels across any organisation that deals with customers.

The benefits

• Integrates with and supports any customer care course
• Entertaining and easy-to-follow video
• Effective mnemonic, ideal for role-plays
• Four separate scenarios tackling key customer-service skills