If looks could kill demonstrates how thoughtless behaviour 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.
Learn moreIf looks could kill demonstrates how thoughtless behaviour 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.
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 behaviour 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 behaviour sells. It also creates the perfect environment for selling accessories and services.
The benefits
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