Getting customers into a state
Featured in the Creative Customer Contact training manual
By Carole Williams
Category: Customer Service
Credit price: 3 download credits (Single user)
State is the emotional condition from which someone is operating. For example, an individual can be in a happy state, a sad state, a buying state or a learning state. The state of the participants will affect the outcome of the interaction. By being able to direct someone’s emotional state it should be possible to influence the interaction but, in order to do this, participants must first direct their own states.
The order of the exercises in this training activity is designed to make the participants aware of how they make a representation of the person they are dealing with. The exercises then move on to developing a very powerful and resourceful state in the participants themselves before then affecting the state of the person with whom they are dealing.
Who is it for: This training activity is intended for use by trainers to help participants be aware of, understand, and change emotional states in themselves and their customers.
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 05:00:00 |
| No of Pages: | 18 |
Resources: View standard resources for Fenman training activities
Purpose: The exercises in this training activity are useful for participants who are in positions of service provision, dealing with difficult customers or in a position of persuading customers to take up a certain stance or direction. There is a selection of appropriate exercises in this activity, designed in such a way that you can choose those exercises that will be most useful and relevant for your group. It is not necessary to go through all the exercises.
Download the training activity, Getting customers into a state as featured in the Fenman training manual; Creative Customer Contact