You can almost judge a new ALA Video/LVN production by the number of comic skits it has: the more skits, the less useful the video will be. Is the Customer Always Right? has lots of comic skits. Presented by Arlene Farber Siskin, President of the Washington Resource Consulting Group, the tape offers a boilerplate blueprint for success (staff should be courteous, helpful, respectful, and have a good attitude) followed by a list of boilerplate strategies for coping with unhappy campers at the customer service desk (communicate well, explain, empathize, give alternatives, etc.). Each of these strategies is, unfortunately, illustrated with a skit. The tape closes with a pair of mini-scenarios for the staff to discuss; one of them, a sketch about a guy being on telephone hold, is shown in real-time--so the audience can experience the actual sensation of watching nothing happening. On the plus side, a business tape with bad skits usually costs around $600. This one's only $99. But it's still a pretty optional purchase. (R. Pitman)
Is the Customer Always Right?
(1994) 23 min. $99. ALA Video/LVN. PPR. Color cover. Closed captioned. ISBN: 1-56641-018-5 Vol. 10, Issue 1
Is the Customer Always Right?
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