Generating commitment
Featured in the Excellent Customer Service training manual
By Susan Iacovou & Caroline Clemie
Category: Customer Service
Credit price: 3 download credits (Single user)
You cannot give excellent customer service unless you can spot the key customer service interactions you take part in every day. From the moment we get up in the morning we have experiences as customers that shape the way we think about the individuals and organisations around us. Building a wider picture of the role and impact of customer service in our lives is the first step to understanding the importance of offering good service to our own customers
You introduce the training activity by explaining its aim to the team: to help them identify and understand the impact that customer service, good and bad, has on their lives. You read them ‘Vera’s Story’, a customer service case study, and then they discuss key aspects of Vera’s experiences. Each team member carries out a self-study exercise where they complete a service diary of their own. Following this, they have the chance to discuss their findings with the rest of the group. You conclude the training activity by highlighting the key lessons to be learnt from the activities.
Who is it for: This training resource is intended for use by trainers to help participants generate enthusiasm for, and commitment to, the need for change and improvement in customer service.
- Themes:
- Communication,
- Creative thinking,
- Quality,
- Reaching consensus,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 01:20:00 |
| No of Pages: | 15 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers, with participants, following the initial introduction to the customer service process. Alternatively, the training activity can be used as an introduction to activities for developing customer service skills and building winning teams.
Download the training activity, Generating commitment as featured in the Fenman training manual; Excellent Customer Service