Remembering
Featured in the Creative Customer Contact training manual
By Carole Williams
Category: Customer Service
Credit price: 3 download credits (Single user)
This training activity focuses on helping participants to improve their memory in order to recall customer details, lists of product and service information, prices, and so on. Through the activity, which builds on ‘Thanks for the memory’, they will learn how to use the memory landmark system to delight their customers. Increasingly, great customer service is about great relationships. In the final analysis, it is always people, specifically individuals, who make a difference to the customer. Customers are getting more demanding in their approach and they want informed customer service personnel in the front line. Participants will learn that their memory is one of the most powerful parts of their brain, recording absolutely everything that happens from the moment of birth. So how is it that we sometimes seem unable to recall the information we need, right at the critical moment? This training activity will cover exercises using the Landmark system which you can use to lead participants in developing their memory skills further. It aims to help participants to become aware of skills and techniques that will help them to remember and recall information more effectively, most importantly to remember the things which will impress, surprise, and delight customers.
This training activity works to develop further skills in the process of helping participants to improve the power of their memory recall. It introduces them to the Landmark system which needs to be learned and practised in order to be really effective. The activity works through exercises and gives opportunities for participants to work in a large group, to practise individually and to work in pairs or threes. The ‘use it or lose it’ ethos is strong in this activity and participants will need to understand that they need to practise the tools and techniques over a period of time until they become habits. In the exercises you can begin with general everyday items for the practices and progress to examples directly related to participants’ own work.
Who is it for: This training activity is intended for use by trainers to give participants a set of skills to aid memory retention and memory recall in customer service work.
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 02:00:00 |
| No of Pages: | 14 |
Resources: View standard resources for Fenman training activities
Purpose: This training activity can be used as a follow-up to ‘Thanks for the memory’, or individually as part of a customer-service course. Alternatively, it can be used as a preliminary to any new information or services being provided within an organisation. It can also be used in conjunction with ‘Minding your customers’, which explains Mind Mapping. Having recorded customer details on a Mind Map, the most effective thing they can do for the customer is to find an appropriate technique to memorise anything which is important to the customer for future interface.
Download the training activity, Remembering as featured in the Fenman training manual; Creative Customer Contact