WAYMISH - DVD (DS)
Program Length: 28 minutes.
How many customers does your organization lose every day? How many were planning to give you their money... but ended up leaving in frustration? It may be more than you think! And these days you can't afford to lose even one good customer. Let this unforgettable program teach your staff the attitudes and behaviors that make customers feel valued so they will buy from you again and again.
WAYMISH is an acronym for: Why Are You Making It So Hard…for me to give you my money?
A customer enters your place of business, fully intending to buy something. Then, it happens…something frustrates the customer to the point where they change their mind and leave without spending a dime. The "IT" is a "WAYMISH" and 2 out of 3 times, it results in the permanent loss of a customer.
WAYMISHes are all the slights and displays of apathy made by employees and organizations that lead customers to believe that they don't really want their business. Things like not attempting to resolve complaints, putting policies ahead of common sense, not listening to what the customer is saying -- the list can go on and on.
Can you afford to create unhappy customers that take their business elsewhere? Eliminate WAYMISHes by training your staff. Hidden-camera footage reveals service providers in retail, hospitality, and banking are committing all-too-common WAYMISHes. Then, the show's host walks these employees through the things they can say and do to convey genuine service excellence. Your trainees will love the way the host is completely on their side -- not trying to embarrass, not trying to preach -- just suggesting new more effective ways to handle customer situations.
Skill points include:
- Quickly Acknowledge Customers
- Listen Carefully
- Fix Problems on the Spot
- Find a Way To Say Yes
- Coach Each Other
- Remember that being of service to all customers "IS your job"
The additional Supervisor Show plays off the main show and further helps to understand the unique role they play in setting the right tone and working with employees to prevent WAYMISHes.
Languages: English and Spanish (dubbed).