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

Chapter 71. Making the Connection: Customer Expectations

Goal

To explore ways in which service representatives meet the needs and expectations of their customers. Participants will generate a list of words that describe aspects of quality customer service from a given word phrase.

Time Required

Approximately 20 to 30 minutes

Group Size

Either an unlimited number of individual participants, or subgroups of three to five persons each

Materials

• One copy of the Making the Connection Worksheet and a pencil for each participant

• Flip chart and felt-tipped marker for facilitator

• Clock or timer

• Prize (optional)

Process

1. Address the group as individual performers, or you may wish to have the participants form subgroups of three to five persons each.

2. Distribute one copy of the worksheet and a pencil to each participant.

3. Explain that each individual (or subgroup) will list as many different words that can be formed from the letters found within the phrase customer service excellence. The words should relate to ways in which quality customer service can be provided. To form a word, each letter may be used only as many times as it occurs in the actual phrase. For example, words may only have one m, but as many as four c’s.

4. Allow approximately 5 minutes for completion of the task, then stop the activity.

5. Ask for the ...