Hi All,
I use the following video clip during my one-day training workshop on '' WOW'' ( Whats needed, On time, With Value- training workshop on Excellent Customer Service ), This video is from an English movie - Five easy Pieces. Its a classic case study on disconnect between what the customer needs Vs what we offer !
I play this video ( it evokes lots of laughter as well hence a great energizer !) and follow it up with a quiz asking trainees to answer- (1) what did they understand from waitress's expressions (2) what went wrong ? (3) How could they as this waitress could diffuse the problem...
Alternatively, I ask them to role play with one of them playing Jack Nicholsan's character and another one being waitress...
You can also download the script of the scene and provide them a copy beforehand so that they donot miss the dialogue !
Hope you like it....and give feedback too !
Regards.