John Cleese and Hugh Laurie feature in this programme that clearly demonstrates that the same guidelines for keeping customers satisfied apply in different situations, from sales to service to a retail checkout or reception desk.

Customers can be trying; not all customers are pleasant. It's easy to put customers off; just be aggressive, or defensive. But it is vital to treat them all as personal guests, making them welcome and indulging their whims.

In various realistic scenarios, staff resort to attacking behaviour - by being patronising or superior - or defensive behaviour, where they ignore the customer altogether or fail to accept responsibility. The humorous sketches lay the foundations for customer care and provide a concrete set of behavioural rules to make customers happy and keep coming back.

This video provides a memorable demonstration of the do's and don'ts of customer care, which include finding a real need behind a request, agreeing a solution with a customer, and seeing things through to a successful conclusion.

Duration: 32 Minutes

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