A happy ending
Featured in the Creative Customer Contact training manual
By Carole Williams
Category: Customer Service
Credit price: 3 download credits (Single user)
One of the most important things that a manager can do is to ensure that all staff are happy and contented. This is much easier said than done, because you can never truly know whether someone else is happy or not. That being so, how can you possibly provide effective customer service? Unless your staff are happy they will not be giving their best to your customers. The best that any manager can do is to provide staff with an insight into some of the laws of happiness. Unless we are happy within ourselves, it is actually very hard to make anyone else happy. We hear every day of disinterested service personnel, shoddy service and customer being let down. More often than not, this stems from an individual and the way in which they have treated a customer, rather than the whole organisation. This training activity offers a window to happiness. It offers an insight and some tools and techniques which, if practised, will allow participants an opportunity to reflect on their own level of happiness and how they can be even happier than they are now. This in turn will improve customer service.
You begin this training activity by introducing the concept of happiness and explore beliefs and perceptions about happiness. The group work in pairs to reflect on their own approach and how judgemental they are. This is followed by exercises which will help participants to uncover their fears about customer service, along with their own fears about happiness. The activity is summarised by some of the laws of happiness and ends with a poem which captures the path to happiness.
Who is it for: This training activity is intended for use by trainers to offer participants an opportunity to look at service provision differently, exploring their own level of happiness and understanding of what happiness is, and offering an insight into changing thei
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 02:10:00 |
| No of Pages: | 17 |
Resources: View standard resources for Fenman training activities
Purpose: This training activity works well when linked with other activities, such as ‘The positive way’ or ‘Creating customers’. It also works very well as an end of the day or closing session.
Download the training activity, A happy ending as featured in the Fenman training manual; Creative Customer Contact