Do you ever feel that your customer service team is a little too scripted—that they could stand a refresher course in listening to your customers?
Hey, I know—just send them a link to a 1,000-word entry in your employee onboarding instruction manual. Or shoot a video of one of your talking-head bigwigs mumbling for 12 minutes about your passion for customer care.
Then again, you might try what Home Instead Senior Care does: Make an entertaining internal video that your employees can watch in a minute before returning to work more mindful of the customer’s needs.
Home Instead’s communications videos have drawn raves from communicators. In a podcast last year, communicator Ron Shewchuk called Home Instead’s videos “the most creative and engaging internal video programing I’ve ever seen.”
Home Instead strives to make its videos fun while promoting its message, says Andrew Nelson, video creative manager at the company, a multinational network of franchises providing in-home care for the elderly.