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If looks could kill Bestseller

The power of behaviour training video

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  • 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.


    Help you deal 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 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.


    This training video...

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


    Training resources include

    Video (28 mins)
    Course leader's guide (PDF)
    Delegate worksheets
    Powerpoint slides/OHPs
    Self-study workbook


    Information

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

  • Learning chapters

    1. The body in the lake http://4900www.videoarts.com/product/BEH10 L01/The-body-in-the-lake?ver=NO http://4900www.videoarts.com/images/products/BEH10 L01.jpg
      We see a body being pulled out of a lake. Next we meet Inspector Nugget who has brought together the suspects.... (read more)
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    2. An ordinary member of the public http://4900www.videoarts.com/product/BEH10 L02/An-ordinary-member-of-the-public?ver=NO http://4900www.videoarts.com/images/products/BEH10 L02.jpg
      Inspector Nugget gets a description of the victim from one of the people who had dealt with her, establishing that she was an ordinary member of the public.... (read more)
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    3. Behaviour breeds behaviour http://4900www.videoarts.com/product/BEH10 L03/Behaviour-breeds-behaviour?ver=NO http://4900www.videoarts.com/images/products/BEH10 L03.jpg
      Inspector Nugget speaks to a woman whose description of the victim is completely different. We hear that she was rude and impatient to the victim who, in turn, became rude and impatient back. ... (read more)
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    4. Choosing the wrong behaviour http://4900www.videoarts.com/product/BEH10 L04/Choosing-the-wrong-behaviour?ver=NO http://4900www.videoarts.com/images/products/BEH10 L04.jpg
      Inspector Nugget shows another incident that the victim had been involved in that day. We meet the shop assistant who chose the wrong behaviour towards the victim.... (read more)
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    5. Choosing the right behaviour http://4900www.videoarts.com/product/BEH10 L05/Choosing-the-right-behaviour?ver=NO http://4900www.videoarts.com/images/products/BEH10 L05.jpg
      Inspector Nugget shows how the shop assistant could have chosen the right behaviour, and the positive impact it could have had on the victim.... (read more)
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    6. Using your behaviour to hinder a transaction http://4900www.videoarts.com/product/BEH10 L06/Using-your-behaviour-to-hinder-a-transaction?ver=NO http://4900www.videoarts.com/images/products/BEH10 L06.jpg
      Inspector Nugget shows an example of how someone used their behaviour to hinder a transaction.... (read more)
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    7. Using your behaviour to help a transaction http://4900www.videoarts.com/product/BEH10 L07/Using-your-behaviour-to-help-a-transaction?ver=NO http://4900www.videoarts.com/images/products/BEH10 L07.jpg
      Inspector Nugget shows an example of how choosing to behave positively and helpfully can help a transaction.... (read more)
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    8. Using humour at the expense of other people http://4900www.videoarts.com/product/BEH10 L08/Using-humour-at-the-expense-of-other-people?ver=NO http://4900www.videoarts.com/images/products/BEH10 L08.jpg
      Inspector Nugget shows an example of train guard using humour at the expense of the victim. Inspector Nugget then shows how the train guard could have done it in a positive and friendly way.... (read more)
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    9. Choosing the right behaviour http://4900www.videoarts.com/product/BEH10 L09/Choosing-the-right-behaviour?ver=NO http://4900www.videoarts.com/images/products/BEH10 L09.jpg
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    10. Using your behaviour verbally and visually http://4900www.videoarts.com/product/BEH10 L10/Using-your-behaviour-verbally-and-visually?ver=NO http://4900www.videoarts.com/images/products/BEH10 L10.jpg
      Inspector Nugget shows how the ground hostess at the airport got everything right by using her behaviour verbally and visually.... (read more)
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    11. Verbally http://4900www.videoarts.com/product/BEH10 L11/Verbally?ver=NO http://4900www.videoarts.com/images/products/BEH10 L11.jpg
      Summarising all verbal behaviour.... (read more)
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    12. Visually http://4900www.videoarts.com/product/BEH10 L12/Visually?ver=NO http://4900www.videoarts.com/images/products/BEH10 L12.jpg
      Summarising all visual behaviour.... (read more)
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    13. Choosing the wrong behaviour http://4900www.videoarts.com/product/BEH10 L13/Choosing-the-wrong-behaviour?ver=NO http://4900www.videoarts.com/images/products/BEH10 L13.jpg
      Inspector Nugget shows how the victim-s day got worse when she arrived at the hotel and the receptionist chose the wrong behaviour.... (read more)
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    14. Summary http://4900www.videoarts.com/product/BEH10 L14/Summary?ver=NO http://4900www.videoarts.com/images/products/BEH10 L14.jpg
      A summary of the lessons on customer service behaviour... (read more)
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  • e-learning course

    Module preview

    Each e-learning course uses Video Arts memorable video content and includes thought-provoking questions that ensure the user is learning and being challenged.

    Bite-size modules allow individuals to go at their own pace as they work their way through the demonstrations, tutorials and video clips.

    Each e-learning title includes:

    • Pre-test to establish current knowledge and determine which modules the learner needs to complete
    • Test results and summary notes at the end of each module
    • Glossary of commonly used terms and key video clips
    • Final knowledge check to test retention
    • Full tracking and reporting capabilities

     e-learning course contains:

    • 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.

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Actors

Dawn French, Patrick Malahide


Keywords

Dr Peter Honey, customer service, quality, face-to-face, customer attitudes, behaviour breeds behaviour


Languages

English, Estonian, Greek, Spanish, French, Dutch, Norwegian, Romanian, Russian