If looks could kill 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.

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 apologize 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 behavior can have on customers
• They will realize how attentive and friendly service really sells
• This will improve the results for your organization in terms of customer satisfaction and sales