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

Chapter 70. Like It or Not: Service Analogies

Goal

To explore aspects of customer service through the use of analogies. Participants will develop five statements that link customer service to other concepts.

Time Required

Approximately 30 minutes

Group Size

Up to six subgroups of five to eight persons each

Materials

• One copy of a Like It or Not Worksheet for each participant, with a different version being provided to each subgroup

• A pencil for each participant

Process

1. Prior to the session, duplicate the worksheet pages and cut each in half to produce two separate worksheets. Prepare enough copies of each worksheet to provide one for each member of a subgroup, while giving a different worksheet version to each subgroup.

2. At the session, explain that analogical thinking helps generate ideas by focusing on similarities between a topic and something completely different. Participants will use this creative approach to look at customer service in a fresh, new way.

3. Form subgroups of five to eight persons each.

4. Distribute one copy of a worksheet and a pencil to each participant, assigning different analogies to each subgroup.

5. Explain that each person is to complete the worksheet by listing three ways in which customer service can be related to the item listed. Individuals will have 5 minutes to complete ...