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A brilliant exercise used as part of a one day workshop in Delivering Excellent Service. It really opens the eyes to the participants how different attitudes come across and how it makes people feel.
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Lottie Skuthe-Cook
rated this item with 5 stars.
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I used this module just this weekend, with a little twist, I gave two separate
groups of participants a script each, taken from the two scenarios a week ahead of time and asked them to act out the scenes. It was very effective as it brought out "how bad service looks" and led to very good discussions on the cost and benefits of going the extra mile.
PS: the entire room also enjoyed the mini skits and some of the "actors" even brought along props.
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Nadia Mardenborough
rated this item with 5 stars.
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An excellent exercise used in 'Professional receptionist 'training. Much discussion generated by the two different / parallel scenarios and delegates agreed that this was an effective way of demonstrating that customer care can cost nothing other than a positive attitude!
Robert Corteen
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Robert Corteen
rated this item with 5 stars.
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This case study worked very well during a 2 hour session on exceptional customer care for 6 administrators whose jobs had changed to include telephone based customer service. I was skeptical about not telling them there were 2 versions of the case study at first, but this worked really well and they had lively debate about the differences once they realised. They agreed there was little difference in cost or effort but huge benefits in repeat business with the excellent customer service version. They then engaged in useful action planning to improve service from their own company (a beauty products retailer).
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Melody McMillan
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Diamond or Glass is a fantastic customer service exercise and works well for us. Also The Hungry Chick Inn has been very successful. They are both practical and travel well i.e., from the UK to Australia! Our people in the building industry can relate to both scenarios.
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