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Creating a positive image

Featured in the Excellent Customer Service training manual

By Susan Iacovou & Caroline Clemie

Category: Customer Service

Credit price: 3 download credits (Single user)

Giving the customer a positive image of the organisation, your department or your team is the first step in convincing them that you provide a good service. Each contact with the customer, whether it be over the telephone, in writing or face to face, contains a ‘key moment’ containing potential for a failed or an effective relationship. It is often easy to leave the development of relationships with customers to specific groups in the organisation – like customer services or the sales team – but the truth is that everyone plays a part in building (or demolishing) the image of the organisation.

You introduce the training resource by outlining to the team the importance of creating a positive image with customers and explaining what creating a positive image means in reality. The team then brainstorm their views of the customer services offered by well-known organisations and compare with their own service levels. Each team member then reviews the image they project in a customer contact inventory, before coming together with the rest of the group to compile a list of the teams own service virtues and service sins. The training resource concludes with an action planning activity designed to build upon the service virtues and prevent the occurrence of service sins.

Who is it for: This training resource is intended for use by trainers to help participants convince their customers of the strengths of their service through a positive image.

Resource Type:Activity
Min Group Size:4
Max Group Size:20
Typical Duration:01:15:00
No of Pages:13

Resources: View standard resources for Fenman training activities

Purpose: This training resource is intended for use by trainers following the conclusion of customer satisfaction research (see ‘Seeking customer feedback’) as a means of dealing with any negative feedback about the way in which the team deal with their customers

Download the training activity, Creating a positive image as featured in the Fenman training manual; Excellent Customer Service