The Happy Accident - Customer Care - Video

The way staff react and relate to colleagues and customers is invariably seen as a reflection of the business itself.

Staff need to realise the wider consequences of poor attitudes.

When an inconsiderate, bad-tempered taxi driver (Mel Smith) breaks down and in a fit of temper, injures his foot, he finds himself at the receiving end of a series of rude, selfish, thoughtless people. Only his bank manager is ready to listen, respond and help – and take the opportunity to build a basis for further business.

Dave decides that when he gets back in his cab he will be pleasant, helpful and considerate. But will he when he sees who his first customer of the day is to be?

Produced by PlayBack Communications

Learning Areas

• See things from your customer’s point of view
• Respond positively
• Take responsibility
• Ignore personal prejudices
• Keep solutions simple
• Create a positive image for your organisation

Running Time

22 minutes

Presenters booklet

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