The aim
To ensure customer-facing staff learn how their behavior can be used to improve customers' attitudes, and create new sales opportunities.
About the program
How people behave when dealing with customers or colleagues can determine the success or failure of each interaction. In this spoof detective case, careless failure has created a victim. At the doctor's, at the shoe shop, in the post office and at the station, a customer was driven to distraction by careless behavior. A detective must piece together a customer's movements to see how several suspects' behavior led to his demise.
Three key pieces of evidence result from his inquiries:
-Behavior breeds behavior
-Behavior is a choice
-Behavior can be used to help a transaction.
This light-hearted video raises some simple but key issues, and expresses them in a professional, down-to-earth manner. Any staff seeing this video will learn how to deal with customers by being professional and choosing their behavior. Personal problems and prejudices should be hidden, and customers should be welcomed and put at their ease.
The benefits
-Engaging, amusing and realistic scenarios
-Structured analysis of front-line behavior
-Suitable across a range of industries for all levels of staff
-Written by behavioral expert Dr Peter Honey
Related training issues:
Orientation
Assertiveness
Body language
Information:
A Video Arts production featuring Dawn French and Patrick Malahide. Release date: 2000
