Continuous Improvement - Customer Care - Video

Making the Difference Series - Module 4

It is said today that there are two kinds of companies: the quick and the dead.

No company can afford to stand still; no matter how good the quality of service, continuous improvement is critical. By using their initiative, employees can ensure that improvements are made continuously. 

The scene unfolds in a hotel restaurant with two waiters, Julie and Keith, talking about a recent training session that they have attended. The staff have been encouraged to look for ways to improve their performance and to live out the motto ‘never rest, never be satisfied.’

Unfortunately, their focus is still not through the eyes of the customer. As the scene progresses it is inevitable that the waiters find all the wrong ways to proceed.

This video provides valuable lessons about the ways a team can recognise problems and initiate change where necessary.

Who could benefit?

• Front line staff and support staff
• All staff who serve internal and external customers

Key learning areas

• Satisfying customer needs
• Seeing things from your customer’s point of view
• Monitoring and improving quality service
• Making empowered decisions

Running Time

9 minutes

Support material:  Learning Guide (printable from CDROM)

Cost: Video and CDROM Prices
International orders please email for cost
Bulk Discounts Available

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