4.+Videos+as+a+Departure+Point

=Videos as a Departure Point=

Videos are an engaging tool that can convey a large amount of information.

We suggest 3 types of videos to be used. 1) Video footage of the Customer Service desk and Shop floor that capture actual customer actions and sales people's reactions.'*' 2) Role play videos that capture sales-people interacting with each other with one playing the role of the customer with staged scenarios. 3) Off-the-shelf video training programs that deal with Anger Management and Customer Relations

These videos will be used as supportive material in various settings: 1) Brainstorming sessions to analyse and discuss the interactions that did take place and what could have been done (particularly in the case of actual video footage). 2) As props for follow up quizzes, on-line discusson groups and the FAQ Café section. 3) The Role play videos have a number of aims:
 * Develop empathy with the customer by getting the salesperson "into the customer's shoes".
 * Give staff experience of interactions that may occur before they do.
 * Give them practise with the processes management would like them to take when dealing with customers.

'*' Management should be aware that actual video footage could have : 1) Legal implications with regards filming staff and this should first be checked with the legal department. 2) Implications for Management decisions whereby the customer may have a point and focus should be on that point as much as on how the salesperson dealt with the customer. 3) Should be combined with a company ethos that everybody makes mistakes and these videos are not to point at a particular person but at a process.