Activities Connections
The activities listed here can be found in our book, 101 Activities for Delivering Knock Your Socks Off Service (AMACOM, 2009). Incorporating these brief activities can provide great opportunities for learning, whether it be a brown bag lunch, an early morning staff meeting, or just a small group committed to improving their quality of service. We encourage you to check them out and give them a go!
Chapter 1: Activity #4, Customers’ Ever Changing Needs (pp. 12–13). Consider both how expectations are changing and how different age customers want to experience service.
Chapter 3: Activity #7: The Value of Reliability (pp. 21–23). Look at organizations who deliver consistently reliable service versus those who do not.
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