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Seb Anthony

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Service Excellence

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How do you illustrate the importance of service excellence through an exercise or game?
James Low

3 Responses

  1. Draw on the delegates experience
    I think you need to get your delegates to talk about their feelings regarding, specific examples of excellent service that they have recieved.

    What made it excellent? How did that make them feel? What did it do for their relationship with that service provider? Would they recommend the provider due to the service? Do they feel more loyal to that provider as a result of the service? And so on…

    And I hesitate to say it but sometimes role-plays can help with this too.

  2. service excellence
    Try to get participants to work out their worth as a customer, i.e. spend over 12 months multiplied by their remaining years until the age of 70. This gets them to realise just how important their customers are and why it’s so important to keep them. In addition this can help promote thoughts on the quality of service they would expect considering their worth

  3. Service Excellence
    Thanks to those who helped. I need something interesting and exciting.

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