Through the Customer's Eyes DVD

Produced

• 1997

Key Features

33 minute DVD video

The aim of this program:
To show sales staff what effect their behaviour can have on customers.

About the program:
If Looks Could Kill (original version) demonstrates how thoughtless behavior can create a dissatisfied customer. Its sequel, Through the Customer's Eyes, takes a different stance. In this amusing story with a sting in the tail, we see that how we believe we are behaving is not necessarily how the customer sees it

To view an online preview of this program, click here:
Through the Customer's Eyes online preview

Mrs Porter (Marion Bailey) has reached the end of her tether. Her mounting frustration while shopping in Starmore's department store has driven her to the edge. Inspector Thackeray (Jeremy Clyde) from the Customer Services Squad arrives to investigate her claims of rude behavior and poor service on the part of a number of the store's sales assistants.

He retraces Mrs Porter's movements and uncovers a number of cases where she was ignored, forgotten or treated badly by staff. For example, she was left waiting while they did other jobs or discussed business with other employees.

Inspector Thackeray then shows how positively Mrs Porter would have reacted had she received the service she expected.

The staff of Starmore's learn to acknowledge waiting customers and apologise for any delay in serving them; understand that non-selling work comes second to serving customers; and discover when to call in a manager to resolve a problem. Finally they learn always to respect the customer's purchase.

When sales staff offer the service that a customer expects, everyone benefits. Friendly behavior sells. It also creates the perfect environment for selling accessories and services.

The benefits

• Sales staff will understand what effect their behaviour can have on customers
• They will realise how attentive and friendly service really sells
• This will improve the results for your organisation in terms of customer satisfaction and sales

Style:
Humorous drama

Information:
A production 1997, featuring Marion Bailey, Jeremy Clyde and Richard Griffiths. Release date: 1997

The video "preview" clip offered above requires that Windows Media Player is installed on your computer. To add this media player product, download from Microsoft Windows Media Player.

This product is available for sale only within the United States of America.

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If Looks Could Kill: The Power of Behavior - REVISED

This program is designed to ensure your customer-facing staff learn how their behaviour can be used to improve customers’ attitudes, and create new sales opportunities......