The high quality of customer service is of great importance for business success. This truth, known to all, is confirmed by many studies. According to the latest data, in 82% of cases the termination of relations with the company is due to poor quality of service. 95% of respondents take certain actions after a bad experience, in particular, almost 80% of dissatisfied customers warn their friends about the low level of customer service.
Nevertheless, even knowing this, many companies still do nothing to improve the quality of customer service – do not consider this task as an important and priority.
So we decided to analyze popular films and the different levels of their characters’ services and derived an axiom – what brands should do, and what not in order to keep their customers.
1. Love Actually (2003)
Let’s start, perhaps, with a bright anti-example, whose role in the romantic comedy ‘Real Love’ was performed by the famous British comedian Rowan Atkinson. The plot of the Christmas picture is gossiped from stories of different people who are looking for and finding their love. In one of the stories appears a hero who lost his former affinity with his wife and started an affair on the side. Despite this, he does not want to know about the romantic adventure of his wife. Therefore, in order to buy a present for his mistress, he chose the moment when his wife went shopping for another department of the shopping center.
What is the disappointment of our hero, when he realizes that too caring seller is engaged in selling jewelry (Rowan Atkinson). He packs a gift into several kinds of boxes and wrapping paper, sprinkles with spangles and adds a cinnamon stick so keen on his own magnificence that he does not even notice the irritation of the client whose wife has already rushed to him.
Thus, he gives a valuable lesson for real sellers about the excess service and the correct closing of the transaction. No matter how strange it sounds, it’s too good – it’s also sometimes bad.
2. Pretty Woman (1990)
We are all familiar with this Cinderella story to the Hollywood mood. Young Julia Roberts played a representative of the ancient profession. One day a beautiful well-off ‘prince’ picks her up on the road and opens a new world for her – with expensive hotels and restaurants, fashionable shops and, of course, true love.
In one of the scenes you can notice examples of both bad and good client service. When the heroine appears in the evocative image on the threshold of an expensive boutique, she is not a very warm welcome. Sellers face expressions show that Julia will not served here and their further actions only confirm these suspicions. So we are faced with several fundamental mistakes: first and foremost, sales consultants should always be kind, careful and willingness to raise the status of each buyer in his own eyes, because this is the face of the store. According to statistics, the first 20 seconds become decisive in the formation of the first impression.
3. Chocolate (2000)
The main character of the melodrama ‘Chocolate’, which received five Oscar nominations, seems to have perfectly studied the manuals on successful work with clients. The owner and seller of a small chocolate shop in a provincial town excites local residents not only with their mysterious past, but also with the magical ability to predict the wishes of the buyer. Sellers from the ‘Pretty women’ should take a few lessons from this lady, because she was initially positive, even to the rude clientele. Relations between seller and customer, she builds on a clearly traceable principle of mutual benefit: in her store everyone gets even a little more than they expect. The main character remembers the preferences, dates and family circumstances of the clientele, building the foundation for a long-term private contract. The rule of exclusive respect to each client also works for large companies that know that the level of their income depends on each individual buyer.
4. Buried (2010)
Sci-Fi thriller Rodrigo Cortes ‘Buried’ was an excellent chance for Ryan Reynolds to demonstrate his acting skills. According to the plot, his hero present alone on the screen most of the time. Working in Iraq, one day he wakes up in a closed coffin, buried deep underground. Fortunately, a working phone is found. And then begins the fascinating story. This story is not about the terrorism or kidnapping people and not even about claustrophobia, but about the intricacies of customer service.
In particular, in the era of technology development, when the bulk of purchases, as well as orders for goods and services are carried out remotely – via telephone or online consultation.
This film about a man whose life depends on the speed of reaction of the opponent seems to be a tough but obvious aid. It is worth paying attention to how the employee of the 911 service reacted unprofessionally, and after many calls later the hero got to the instance, which will understand his question. Online consultants who forgot about the principles of customer support, sometimes it is necessary to imagine that at the end of the wire – a man in a closed coffin.
5. Zootopia, 2016
This cartoon was not only a box office sensation of the year, but also was recognized as the best at the Oscar ceremony. Perhaps the secret is not complicated. A dynamic and vivid story about rabbit Judy, who joins the police in a large city, is interesting for any age viewers. Animation project can boast a rich and thoughtful plot, as well as perfect disclosure of vital and painful topics.
A great example is an episode in an ice cream cafe. The most disturbing aspects of misconduct with the client are expressed in this small animation episode. The elephant refuses to serve the fox, not hesitating to explain this frankly discriminatory reasons. He is the owner of the cafe, who should be friendly and polite, expresses itself with other visitors. Fascinated by a personal conflict, the ice cream worker forgets about others clients. Everything is wrong here – ‘objectionable’ should not be in principle, and the needs of customers should be placed at the forefront.
6. Me before you (2016)
Lou Clark knows a lot of things. She knows how many footsteps there are between the bus stop and home. She knows she likes working in The Buttered Bun tea shop and she knows she might not love her boyfriend Patrick. She knows almost every tastes of her clients and very attentive and polite with them. What Lou doesn’t know is she’s about to lose her job or that knowing what’s coming is what keeps her sane. Will Traynor knows his motorcycle accident took away his desire to live. He knows everything feels very small and rather joyless now and he knows exactly how he’s going to put a stop to that. What Will doesn’t know is that Lou is about to burst into his world in a riot of color. And neither of them knows they’re going to change each other for all time.
7. Home Alone 2: Lost in New York (1992)
Kevin and his family decide to take a trip to Florida, but Kevin takes the wrong plane and ends up in New York City. He tries to make do with what he has, such as using his father’s credit card to stay at the Plaza Hotel, but is soon confronted by the Wet Bandits and must outrun and out-prank them again. On Christmas Eve, Kevin tours the city in a limousine and visits a toy store where he meets its philanthropic owner, Mr. Duncan. Kevin learns that the proceeds from the store’s Christmas sales will be donated to a children’s hospital.
The owner of the store was a very kind man and he loved children, often donating money to children’s hospitals. Duncan met Kevin McCallister, who donated $20 to the hospital. In return, Mr. Duncan gave Kevin two turtledoves in return, and also advised Kevin to keep one of turtledoves, and second one give to a very special person, as turtledoves are a symbol of friendship and love.
Later, Kevin stopped Marv and Harry from robbing the toy store by throwing a stone brick at the window, shattering it and triggering the alarm. Kevin left a note of apology attached to the brick for Mr. Duncan, explaining his role to foiling the robbery attempt, and thanked him for the turtle doves. Mr. Duncan tracked down Kevin and the following morning delivered him and his family a truckload of free Christmas presents as a reward.
This is the perfect example of friendly relationships between customer and professional.