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Diamond or Glass? - A Customer Service Experience


The exercises in this module will take about 40 minutes to complete. In total, allowing for discussion, we recommend allowing 75 minutes to complete this module.

• To illustrate the importance of customer service.
• To demonstrate how low-cost customer service improvements can benefit an organisation's reputation.
• To identify improvements that can be made to customer service within the participants' teams/organisation.

Group Size:
This module is suitable for use with groups of almost any size.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Most of us have stopped in hotels. This simple, yet powerful, exercise uses those experiences to demonstrate how little things count when delivering excellent customer service.

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