32 mins, 1996        [password required] A travel firm sets out to improve its approach to customer care. Secret filming captures where staff go wrong. Role play exercises demonstrate how to get it right. But what about the tour guide with his own eccentric approach to customer care? And can even the best techniques make up for a shoddy product or a poor holiday? The film ends with a dramatic confrontation between the boss of the firm and a member of staff who claims their customers are being short-changed.