The Video: How people behave when dealing with customers or colleagues can determine the success or failure of each interaction.

In this humorous detective case, careless communication had a fatal result. At the doctor's, at the shoe shop, in the post office, and at the station, a customer was driven to distraction by careless behavior. A detective must piece together a customer's movements to see how several suspects' behavior led to his demise.

Three key pieces of evidence result from his enquiries:

This light-hearted video raises some simple, but key issues, and expresses them in a professional, down-to-earth manner. Any staff seeing this video will learn how to deal with customers by being professional and choosing their behavior. Personal problems and prejudices should be hidden, and customers should be welcomed and put at their ease.

Features and applications:

Program Contents: 28 minute VHS Video or DVD, Course Leader's Guide, Delegate worksheets, PowerPoint slides, and Self-study workbook on disk.

Key Skills:

If Looks Could Kill: The Power of Behaviour CD-ROM

This CD-ROM course is a self-directed learning tool designed to be used one person at a time on a computer. The course contains portions of the video combined with tests, assessments and other learning tools.

Running Time: 1.5-3 hours

Format: CD-ROM

Subject Area(s): Customer Service

Closed Captioned: Yes, the no video version of each course contains no audio and no video.

Support Material(s): N/A. This is a self-directed learning tool with all exercises and learning tools built in to the course.

Tracking Capability: Each course comes with a tracker CD-ROM. This enables the supervisors/department heads to track the usage of a course or courses on one computer. Ideal for a learning centre.

Course Features: A pre-test to establish the user’s current knowledge level can be tried several times the first and last score are tracked to facilitate ROI analysis. Viewfinder feature for just-in-time learning. A variety of question types. Bookmarking capability. Built-in on-the-job action plan.

Synopsis: “Behaviour breeds behaviour”. Behaviours can be used to improve customers' attitudes, create new sales opportunities as well as improve the way colleagues interact. In this spoof detective case, careless failure has created a victim. At the doctor’s, at the shoe shop, in the post office and at the station, a customer was driven to distraction by careless behaviour. A detective must piece together a customer’s movements to see how several suspects’ behaviour led to his demise.

Intended Audience: All employees who deal with internal and/or external customers.

Learning Objectives:

System Requirements: Minimum Pentium-based compatible PC (Pentium 4 recommended) , Minimum 32 MB Memory (128 MB recommended) , Windows 98 / NT / ME / 2000 Home or Pro / XP Home or Pro , SVGA compatible display with screen resolution of 800 x 600 pixels (minimum) with 16-bit colour depth (minimum) , Mouse and keyboard , 4X CD-ROM (Minimum) For video mode, a sound card with speakers or headphones will be required to hear audio.