To produce a series of videos based on typical examples that a West Kent Engineer, Housing Officer and a Tenant Social Officer can face when in tenant homes.
Each scenario had to have two videos – the first video demonstrating poor to average customer service and experience and the second video demonstrating how to deliver great service and experience for the customer, by using the Mindset, Language & Actions of Service™, derived from the Gober Method™ which West Kent Housing brand as ‘It’s Your Call!’
A Housing Officer shows a Tenant a property – the Tenant is excited to see the property based on the location but is soon disappointed by the colour of the walls. The Tenant is annoyed that West Kent are not going to redecorate for her before she moves in. In the first video we see the Housing Officer not being very helpful through her attitude and lack of empathy; therefore pushing the tenant into an emotional state of annoyance and un-impressed with West Kent’s service. In the second video, the Housing Officer demonstrates empathy, clarity and is upfront on the information that the Tenant needs to know in terms of who is responsible for what is in the property. The Tenant is offered options and solutions which helps her feel more in control and ultimately has a better experience.
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Working with Creative Motion helped our collaborative project with our client, West Kent Housing Association, run smoothly. They were flexible and adaptable to our timescales, sensitive to the set budget and were very professional.
- Nicola Cross, Account Manager - Mary Gober International
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