What do we offer our customers?
Featured in the Excellent Customer Service training manual
By Susan Iacovou & Caroline Clemie
Category: Customer Service
Credit price: 3 download credits (Single user)
There is much more to customer service than merely doing what we do well or producing things on time. We can all think of organisations that are good at what they do but haven’t prospered (and in some cases haven’t survived). Often the reason organisations don’t prosper is because they have failed to compare what they provide (and the way in which they provide it) with what their customers actually want. In this training activity, the team work together to identify their niche or niches (what they do or provide, and to whom) and service characteristics (how they do it or provide it). This forms the basis of work in ‘Seeking customer feedback’, to compare what customers actually want with what the team provide.
Begin by introducing the concept of service niches and characteristics, and explain why it is worth spending time identifying them. The team look at these concepts in more detail before taking part in an exercise to define the four niches within an airline and the service characteristics of four well-known organisations. Next, they identify the niche(s) in which they operate and the service characteristics relating to what they do. You discuss their conclusions with the team and add any service characteristics they may have overlooked. The training activity concludes with an outline of the key learning points.
Who is it for: This training resource is intended for use by trainers to show how to define the team’s service niches and service characteristics
- Themes:
- Benchmarking,
- Creative thinking,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 02:20:00 |
| No of Pages: | 20 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers as part of the introduction of a customer service focus, to identify the niche in which the team operate and the service characteristics of the products or services they offer their customers. It should be used in conjunction with ‘Seeking customer feedback’, which compares what the team offer with what the customers actually want.
Download the training activity, What do we offer our customers? as featured in the Fenman training manual; Excellent Customer Service