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

Chapter 69. Inconvenience Store: Service Strategies

Goal

To develop strategies to facilitate a good customer service experience. Participants will create environments designed to hinder the service experience.

Time Required

Approximately 1 hour

Group Size

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

Materials

• A variety of items (such as poster board, boxes, envelopes, felt-tipped markers, ropes, bells, toy phones, and so forth) that can be used as props in a creative skit on customer service

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

• A flip chart and felt-tipped marker for recording information

Process

1. Prior to the session, place the selected items in a central location in the room.

2. At the session, form subgroups of four to seven persons each. (Note: Be sure that each group has sufficient room and privacy to work on a skit.)

3. Distribute one sheet of blank paper and a pencil to each participant.

4. Explain that each subgroup will have 30 minutes to create a 3- to 5-minute skit depicting a face-to-face service environment that prevents a customer from having a good experience. Each subgroup will determine which of its members will perform in the skit, but a member of another subgroup will perform as the customer. Groups may use any of the props provided. ...