/ 0 votes

If looks could kill

The power of behaviour

  • Business
  • Beginner
  • 2 Lessons
  • 2.00 hours


Course Overview


The aim of the customer service video

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

Dealing with customers

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 distruction 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 the 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.

This training video will...

  • Give all types of front-line staff the skills to manage their behaviour productively
  • Improve customers’ attitudes and improve their loyalty

All Video Arts e-learning courses come embedded with our award-winning video: so your people are more likely to engage in the training and retain the messages. This two-hour course can be taken in bite-sized chunks and is designed to let your employees dip in and out for self-paced learning.

e-learning modules:

  • Trailer
  • Pre-test
  • Introduction
  • Behaviour counts
  • Serve your customer
  • Manage your customer
  • Express yourself
  • Control yourself
  • Summary
A Video Arts production featuring Dawn French and Patrick Malahide

Secure UK Payments

Related courses

    Leading Groups

    Learn to efficiently lead groups, from smaller teams to large organisations....

    Leading Others

    Leadership is not only about doing - it is about enabling other people to do things....

    Leading Self

    We say that all leadership begins with leading yourself....

    MS Access 2010

    Everything you need to use Microsoft Access 2010, from designing databases, to building queries a...

    MS Word 2010

    Master the Microsoft Word application - from basic navigation through a document and editing its ...

    MS PowerPoint 2013

    Discover how to create professional and engaging presentations with the latest version of Microso...

    MS Word 2013

    Your guide to creating and editing perfectly presented documents in the latest version of Word....

    Data Protection

    The data protection course is perfect for those who want to understand the importance and princip...

    Business writing skills

    Poor writing costs time and money ...

    How to handle the media

    Media coverage can make or break you! ...

    How to write the perfect press release

    Stand out from the crowd when writing that perfect press release....

    You'll soon get the hang of it

    The techniques of one-to-one training...