If looks could kill

The aim
To ensure customer-facing staff learn how their behaviour can be used to improve customers' attitudes, and create new sales opportunities.


About the programme
How people behave when dealing with customers or colleagues can determine the success or failure of each interaction.
In this spoof detective case, a customer is driven to distraction by the careless behaviour of staff at the doctor's, at the shoe shop, in the post office and at the station. In a series of engaging, amusing and realistic scenarios, the detective must piece together the customer's movements to see how the behaviour of several suspects led to his demise.

Three key pieces of evidence result from his enquiries:
-Behaviour breeds behaviour
-Behaviour is a choice
-Behaviour can be used to help a transaction.
This light-hearted programme, written by behavioural expert Dr Peter Honey, raises some simple but key issues, and expresses them in a professional, down-to-earth manner. Staff of any level, across a range of industries, will learn from this programme how to deal with customers by being professional and choosing their behaviour. Personal problems and prejudices should be hidden, and customers should be welcomed and put at their ease.


The key outcomes
-Will give all types of front-line staff the skills to manage their behaviour productively
-Will improve customers' attitudes and improve their loyalty.


Programme includes:
DVD (28 mins)
Course leader's guide
Delegate worksheets on disc
Powerpoint slides/OHPs on disc
Self-study workbook on disc


Information:
A Video Arts production featuring Dawn French and Patrick Malahide. Release date: 2000

Learning-chapters

• The body in the lake
• An ordinary member of the public
• Behaviour breeds behaviour
• Choosing the wrong behaviour
• Choosing the right behaviour
• Using your behaviour to hinder a transaction
• Using your behaviour to help a transaction
• Using humour at the expense of other people
• Choosing the right behaviour
• Using your behaviour verbally and visually
• Verbally
• Visually
• Summary

Learning-chapters

• Trailer
• Pre-test
• Introduction
• Behaviour counts
• Serve your customer
• Manage your customer
• Express yourself
• Control yourself
• Summary

We provide access to full tracking and reporting so you can keep up-to-date with the learner's progress. All our courses are fully SCORM-compliant for use with learning management systems and virtual learning environments.