JF00110045
KEEPING THE CUSTOMER SATISFIED: A TRAVEL FIRM'S STORY
A travel firm sets out to improve its approach to customer care . Secret filming captures where staff go wrong. Role play exercises demonstrate how to get it right. But what about thetour guide with his own eccentric approach to suctomer care? And can even the best techniques make up for a shoddy product or a poor holiday? The film ends with a draatic confrontationbetween the boss of the frm and a member of staff who claims their customers are being short-changed.

Review
~ "Useful in bringing real situations to life." - Linda Whiter, Seevic College
DVD
32 minutes
1996
 
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