This entertaining and amusing programme demonstrates the techniques for making demanding customers satisfied. Four realistic scenarios draw on the everyday experiences of front-line staff and the different characters they face up to: Mr Snappy, Mrs Picky, Mr Yappy and Ms Flash.

This easy-to-follow programme shows how easy it is to enrage and frustrate these demanding customers. However, when the staff adopt the PERFECT technique being Polite, Efficient, Respectful, Friendly, Enthusiastic, Cheerful and Tactful they manage to successfully change the outcome.

The effective mnemonic, ideal for role-play, makes these simple but effective lessons highly memorable. It is easy to adopt and put into practice at all levels across any organisation that deals with customers and effectively integrates with and supports any customer care course.