"Beingan ordinary
British consumer is not an agreeable experience, says Dylan Winter as he goes undercover to investigate how the British treat their customers in this new four-part series.
Five organisations agreed to the BBC secretly filming their staff in action, although they didn't know when the filming would take place. Afterwards staff and management commented on the results and these sessions are included in the programme.
Producer David Dawson-Pick says: "One thing our filming seems to have proved is that people in Britain are intrinsically nice. In most cases they try hard to help, but they are poorly managed and often understaffed."
In Counter Spy, the first programme, Winter finds out whether the staff of Burger King and Ansells pubs have the personal touch.