customer service training
|Here's an American
training concept innovative and powerful enough to merit press coverage
half way around the world, in Newsweek Japan.
What's noteworthy? What's controversial? Sasha's exclusive use of "method acting" techniques to teach customer service training. Here's what Newsweek had to say:
Cincinnati Post - November 2003
Customer Service News - Sept 2003
Cincinnati Enquirer - July 2003
|Oh. . . . . .In case you
don't read Japanese, the article, originally submitted in English,
went something like this:
"Companies want their employees to demonstrate a vibrant, can-do attitude. But how to make sure they do? To help out, some companies are trying show biz.
Firms ranging from grocery retailer Kroger to Coney Island amusement park in Cincinnati have turned to Sasha Corp.'s Showtime Training. Showtime uses techniques based on Lee Strasberg's renowned method-acting approach, to teach employees to act as if they care--even if they don't. That doesn't mean faked smiles and canned speeches, says Sasha president Karl Corbett. Instead, the training teaches employees to "put on a show" using natural emotions.
The two-hour presentation, which costs $20 to $100 per trainee, uses movie clips, posters and stage lighting as well as method-acting techniques to generate genuine smiles. True method acting, using relaxation and sense memories to bring emotions to the surface, demands years of study.
With just a few hours, Corbett can teach barebones concepts. For smile practice, for instance, trainees focus on a happy moment. Corbett then encourages them to carry that moment back to the work place.
Does it work? According to a survey of store managers, Kroger supermarkets that tested the training boosted their Mystery Shoppers scores from the high 70s to the high 90s. Seventy-three percent of those managers noted fewer customer complaints, and 70 percent saw improved employee morale.
Coney Island director Vic
Nolting says the training has reduced customer complaints there, too...
video productions for VHS, Chapter-indexed DVD
e-learning applications are available ...
For more info and references, contact:
Karl Corbett, President
Cincinnati, Ohio, USA