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9:00 AM |
Customer Experiences 1
This module is expected to last for
20 minutes
Aims:
• To encourage participants to consider their experiences as a customer.
• To identify ways in which poor customer service could have been improved.
• To briefly consider the impact of poor customer service.
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9:30 AM |
Diamond or Glass? - A Customer Service Experience
This module is expected to last for
75 minutes
Aims:
• To illustrate the importance of customer service.
• To demonstrate how little changes can have a big impact to customers’ perception of the service they receive.
• To illustrate the importance of people to customer service.
• To identify improvements that can be made to customer service within the participants’ teams/organisation.
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11:50 AM |
LACE - Handling Unhappy Customers
This module is expected to last for
45 minutes
Aims:
• To introduce participants to a simple 4-step process to follow when dealing with an unhappy customer.
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1:30 PM |
Why Do I Always Get Them? - Notes Supporting the Glasstap Film
This module is expected to last for
115 minutes
Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To encourage participants to consider the behaviours that those who deliver good customer service demonstrate.
• To consider strategies for avoiding or managing customer conflict.
Notes
Rather than run the full activity, run the suggested activity on page 16. After watching the video, split the group into teams and give each team 20 minutes to develop a strategy for developing a customer service culture at Hopscotch and Bumble. What could they learn from the cafe owner? What needs to change? Then ask each team to feedback and review.
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2:30 PM |
What is Excellent Service?
This module is expected to last for
40 minutes
Aims:
• To identify the characteristics of excellent customer care by identifying what poor, mediocre and excellent customer care consists of.
Notes
Do not run this activity in full. Simply use the handout activity and the final discussion to make the point that excellent service it in the eye of the beholder. It's what the customer perceives it to be, based on their expectations.
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3:00 PM |
Pitfalls and Trampolines - Customer Service
This module is expected to last for
60 minutes
Aims:
• To encourage discussion about customer service.
• To identify common pitfalls to avoid in relation to customer service.
• To highlight and share best practices for satisfying and delighting customers.
Notes
Use this as a review activity. It doesn't matter if you don't complete it.
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4:00 PM |
The Learning Journey
This module is expected to last for
40 minutes
Aims:
• To encourage participants to reflect on learning they’ve experienced, and how they are going to use it.
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