3 Responses

1. Use their own experience
   Hi Heather

   A couple of exercises which may help, both very similar. One is to give them an exercise to do prior to the course which is to rate their last 3 experiences of being a customer and bring that with them to the course. You can then explore what was good or bad about it.

   Another exercise is to split them into 2 groups. One group has to describe their own good experiences of being a customer the other group should describe their own bad experiences. I’ll guarantee that in both cases it’s nothing to do with the actual product or service, but all to do with how they are treated. Gives you a good foundation for the rest of the course.

   Sue

2. Customer Service skills for IT staff
   Hi Heather,

   I can suggest a number of experiencial activities which give the techie an understanding of the customer’s perspective and the skills to respond in a user friendly way. Let me know if this would be of any help.

   good wishes,

   John
   john.teire@virgin.net

3. Customer Service Skills
   Hi Heather

   You could try looking at the downloads on Trainerbase from some inspiration? (www.trainerbase.co.uk)

   You should find loads of exercises etc there to help you.

   Andrew