Aim: To ensure front-line staff learn how their behavior can be used to improve customers' attitudes, and create new sales opportunities.
The Video: How people behave when dealing with customers or colleagues can determine the success or failure of each interaction.
In this humorous detective case, careless communication had a fatal result. 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 enquiries:
- 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.
Features and applications:
- 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
Program Contents: 28 minute DVD Video or DVD, Course Leader's Guide, Delegate worksheets, PowerPoint slides, and Self-study workbook on disk.
Key Skills:
- Customer Service Skills
- Effective Customer Service
- Interpersonal Skills
- Good Customer Service
