Winning Customer Loyalty, Vol. 1: Eliminate Customer Turnoffs

Despite the low-budget acting, occasionally staid script writing, and minimal stage set typical of training videos, this is a valuable tool for anyone running a business. In teaching good techniques for eliminating customer "turnoffs," the program pinpoints employee behaviors that annoy the heck out of customers (like being ignored, favoring the telephone caller over a customer actually on the premises, etc.), while also hammering home an important point: it costs five times as much to get a new customer as it does to keep an existing one, so building and maintaining customer loyalty is vital to survival. Although it would have been nice to see a specific skill set for employees to learn, practice and use in order to internalize appropriate behavior, most viewers will get the general idea. Libraries can toss the accompanying manual (which has some fill-in-the-blanks pages) and add the audiocassette as a separate item, since it's the audio track of the video. Ah, good customer service--can everyone give me an "Amen?" Recommended. A companion program, Winning Customer Loyalty: Exceed Customer Expectations, is also available for the same price, or together with Eliminate Customer Turnoffs for $149. Aud: C, P. (S. Fisher)