Run time: 18 Minutes
A customer approaches your place of business, fully intending to buy something. Then, it happens…something frustrates the customer to the point where she changes her mind and leaves without spending a dime. The "it" is a "WAYMISH" and 2 out of 3 times, it results in the permanent loss of a customer.WAYMISH
is an acronym for: Why Are You Making It So Hard…for me to give you my money?
It represents all the slights and indifferences made by employees and organizations that lead customers to believe that you don't really want their business. Things like not listening to what the customer is saying, putting policies ahead of common sense, not attempting to resolve complaints, etc. Can you afford to create unhappy customers that take their business elsewhere?
Eliminate WAYMISHes and keep customers with this superb customer service program from CRM Learning. Hidden-camera footage reveals service providers in retail, hospitality and banking committing all-too-common WAYMISHes. Then, the show's folksy host walks these employees through the things they can say and do to convey genuine service excellence.
Your trainees will love the way the show's host is COMPLETELY on their side--not trying to embarrass, not trying to preach--just suggesting new more effective ways to handle customer situations.Skill points include:
The Supervisor Show
- Quickly Acknowledge Customers
- Listen Carefully
- Fix Problems on the Spot
- Find a Way To Say Yes
- Coach Each Other
- Remember that being of service to all customers "IS your job"
component plays off the main show and further helps supervisors understand the unique role they play in setting the right tone and working with employees to prevent WAYMISHes.
Not convinced you need this program?
Visit our special WAYMISH Factor website
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WAYMISH Named Best Product 2009 by TMR
"I highly recommend WAYMISH
for its versatility and its entertaining, up-to-date presentation of customer service
messages. Trainers of all skill levels can select what they need from the package. All materials are clear, user-friendly,
and replete with essential learning points for sales and service environments."
-Training Media Review
Read the full review from TMR
PDF (Opens a New Window)
WAYMISH is becoming a buzzword
"On our drive back at the end of spring break we stopped to grab some lunch. Having been on the road for about 7 hours already we were hungry to say the least. We decided to order some chips and salsa as an appetizer. However, when we asked the waitress if we could have some chips and salsa to start off with she said that she couldn't do that because it wasn't on the menu. Then, almost as if we were watching the WAYMISH video, she turned back towards us and said, "Actually we have chips and we have salsa, so yes I can get that for you". This was a great example of avoiding a WAYMISH because we were ready and willing to spend some money on chips and salsa and by adapting to our order she picked up a bigger tip, picked up our morale, and it was good for the restaurant too! Seeing a WAYMISH avoided was a relief! Hopefully in the pharmacy setting pharmacists will be able to adapt and use the same critical thinking strategy that our waitress used. It's that ability to think out of the box and be willing to do something a little out of the norm to accommodate your patients! Hopefully we will all avoid WAYMISHes in our careers!"
"After watching this video, whenever I am in one of these situations, I will always think "WAYMISH!" to myself. "
-Another Pharmacy Student
"Relevant, fresh, authentic and realistic. The life examples are real -- we could relate to them."
-A workshop participant