37 mins, 1997        [password required] How do you coach people in customer care? Three case studies illustrate the problems. 1 - Receptionist Janet is off-hand with customers, but when her manager mentions it, she feels upset. What is she doing wrong? 2 - John is an experienced salesman and responds badly to being ticked off in public for a minor fault. How should he have been treated? 3 - Cheryl is failing to communicate with clients, but Frazer's attempt to coach her just confuses her. In the end he shows her exactly what he means.