Customer service is at the core of Dymocks competitive advantage and business strategy. A video defining expectations around excellence in key behaviours was created as a training tool for new and existing customer service staff.

A combination of testimonial interviews with customer service staff was coupled with demonstrations by professional actors in one of Dymocks’ largest Retail Stores in Sydney.

Here the challenge was to demonstrate in a realistic fashion how excellent customer service should look, while accentuating and emphasizing the particular behaviours in a memorable way.