"Building Better Business" training video, 1987 version

Customer service training video made for Sainsbury's Retail Training Department. Relates to motivation, friendliness, enthusiasm etc.

The video is divided into four separate parts or programmes. This 1987 version is similar to the original 1986 video but with a new ‘Building Better Business’ introductory part. The other three parts seem to be the same as on the 1986 video.

Footage is included on each part from Sainsbury’s stores including staff serving customers and carrying out various tasks; customers shopping; store interiors; product displays; counters; checkouts; staff room. Some still images of Sainsbury’s stores and from the Sainsbury Archive are also included.

The video was part of the ‘Building Better Business’ training programme.

Contents:
1. “Building Better Business” introductory video - Leslie Judd takes a shoppers view of a branch; emphasis in appearance of store and staff; treatment of customers. David Clapham (Department Director, Branch Operations) speaks on increasing competition in retailing, new systems in the store (barcode scanning tills), the importance of customer care. Norman Lake (a branch manager) and Julie Harris (a store employee) talk about the 'Building Better Business' training programme which they had taken part in. Ends with brief interviews with customers (vox-pops) about the good customer service they had experienced.
2. (08:55) “Look At It This Way”. Shows ‘Jackie’ a shop assistant at home getting ready to go to work at a Sainsbury’s store. A narrator talks about the benefits of having a positive attitude at work and how it will impact on customers.
3. (17:20) “You've Got What It Takes”. Explains the importance of customer service and the ‘F.R.E.S.H.’ qualities (Friendliness, Responsiveness, Enthusiasm, Sincerity, Helpfulness). It shows how good customer service should be provided in the store.
4. (29:10) “In Just Three Seconds". Shows how staff can give a good impression to customers. Discusses presentation, body language, and complaint handling. Examples of customer service are portrayed in the video. There are points at which the video would be paused for those on the training course to discuss the good and bad points of the customer service shown on the video.

Duration: 41 minutes. Part 1 produced for J Sainsbury plc by Customer Service Training and Enlightenment A.V. & Video © 1987. Parts 2 to 4 produced for J Sainsbury plc by Customer Service Training © 1986.