I need a short exercise to use within a 20min training session that will allow the trainees to experience and identify the behaviours for themselves.
Jill Lewis
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I need a short exercise to use within a 20min training session that will allow the trainees to experience and identify the behaviours for themselves.
Jill Lewis
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2 Responses
good customer care
Have a look at the GoodPractice.net site – you should be able to visit at least once before they want some money!
good/bad experiences
A simple, but amazingly effective activity is to divide your trainees into two sub-groups. One group talks about good experiences they have had as a customer and answers the question ‘How did you feel?’ The second group talks about poor experiences they have had as a customer and answers the question ‘What did you want to do (as a result of the experience)? Expect violence to come out in the answers from the second group!
If you have time, ask for the numbers of people they told about the experiences, both good and bad (expect far more on the ‘bad’), and attempt some mathematics on the amount of financial benefits or harm derived from informal communications that are completely hidden from the companies involved. It’s a reliable introduction into behaviours as it starts with them as customers, not as providers.
Melanie Hollinshead