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.

The key outcomes:

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

e-learning course contains:

• Trailer
• Pre-test
• Introduction
• Behaviour counts
• Serve your customer
• Manage your customer
• Express yourself
• Control yourself
• Summary

The 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