Happy accident, The

The aim
To encourage all staff to develop a quality approach to customers.


About the programme
The key to a quality approach to work is a quality approach to people, as demonstrated in this humorous programme. The story follows Dave Manning, a rude, inconsiderate taxi driver with absolutely no concept of customer care. Fate strikes Dave a cruel blow when he injures his foot. He subsequently finds himself at the mercy of a bus driver, doctor, salesman, travel agent, consultant, car mechanic and bank manager. Only the bank manager is ready to listen, respond and help - as well as take the opportunity to build a basis for further business.

The key message of the programme, which is ideal for managers, supervisors, customer relations staff, or anyone undertaking customer service training, is that it is only by seeing things from the customer's point of view that people develop the skills needed to deal with customers - both internal and external - effectively.
To help trainers get the most from the programme, there is an additional session starter included.

What are you trying to say? (session starter)
This programme shows the importance for managers and supervisors of planning and structuring a conversation. Steve (Griff Rhys Jones) is a long- serving manager introducing a new recruit (Mel Smith) to the workings of the sales and marketing department. Steve fails to make his specialised knowledge intelligible through impatience, false assumptions, use of jargon and a casual attitude.


The key outcomes
-Learn to see things from the customer's point of view and respond positively
-Learn to take responsibility
-Learn to ignore personal prejudices and do as you would be done by
-Find simple solutions to help customers and improve service
-Create a positive image of your organisation


Programme includes:
Happy accident - DVD (22 mins) and Booklet
What are you trying to say? - DVD (4 mins)


Information:
Produced by Playback.