101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 1. Collection Inspection: Observation

Goal

To stimulate skills of observation. Participants will observe a container of items and then list the items from memory.

Time Required

Approximately 20 to 30 minutes

Group Size

Subgroups of three to five persons each, with a maximum of twenty-five participants

Materials

• One small opaque container with lid and an assortment of twenty-five different small items for each subgroup, to include such things as buttons, poker chips, marbles, pencils, stamps, washers, pins, thumbtacks, and so on (Note: Each subgroup should have an identical set of items.)

• One sheet of blank paper and a pencil for each participant

• Stopwatch or clock with second hand

Process

1. Prior to the session, prepare one container of twenty-five items for each subgroup and close the container.

2. Introduce the session by asking participants why they think it is important for service providers to be able to make accurate observations. After obtaining several responses, tell the participants that they will now have the opportunity to test their own observational skills.

3. Form subgroups of three to five persons each.

4. Distribute one container to each subgroup and one sheet of blank paper and a pencil to each participant.

5. Tell the subgroups that when you signal, they are to remove the lids from their ...