Research shows that one in ten transactions ends in a complaint, yet these same complaints happen again and again. This amusing drama with realistic scenarios tackles the link between customer satisfaction and quality, providing people with five distinct learning steps to solving the customer's problem.

Set within a retail outlet, front-line staff are facing complaints from internal and external customers. The existing solution is a complaints form, but a member of staff soon realises that customers need to let off steam, not fill in forms. Staff learn that they must take complaints seriously and show sympathy, since it is difficult to remain angry with someone who is sympathetic.

This programme reinforces key customer service training techniques by showing a number of common mistakes – such as failing to ask questions, and failing to check that a suggested solution can actually be carried out. The conclusion is that all staff, whether in the front line or not, should be aware of how to deal with the emotions and practicalities of dealing with complaints.