Customer Service Exercises

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Customer Service Exercises
From HPMD's Service Seminars

1. Exercise #1: What are the good stories? (individual or small group)
(a) name the best service encounters you have experienced?
(b) what are the legends?
(c) what are the details of the story? (optional checklist)
(d) to how many other people have you told the story?
(e) vote on the top 3 stories from the group and report back

2. Exercise #2: What are the bad stories? (individual or small group)
(a) name the worst service encounters you have experienced
(b) what are the details of the story? (optional checklist)
(c) was there any subsequent service recovery?
(d) to how many other people have you told the story?
(e) vote on the top 3 stories from the group and report back

3. Exercise #3: Who are the service stars? (full or small group)
(a) name the companies that give the best service
(b) why are these companies better?
(c) what are the characteristics of their good service?
(d) report back your candidate and the reasons

4. Exercise #4: What are the company service legends? (full group)
(a) what are the examples of service at its worst in your company?
(b) what are the examples of service at its best in your company?
(c) where are the players now?

5. Exercise #5a: Finding the Service Gaffes: A Video Clip (full or small group)
(a) The Movie: Terms of Endearment, 1983 Oscar Winner
(b) The Scene: The supermarket checkout
(c) The Stars: Deborah Winger and John Lithgow
(d) The Challenge: The service breaches: How many can you spot?
(1) there are over 50 "wrongs" in the scene.

6. Exercise #5b: Fixing the Service Gaffe: A Video Clip (full or small group)
(a) The Movie: Terms of Endearment, 1983 Oscar Winner
(b) The Scene: The supermarket checkout
(c) The Stars: Deborah Winger and John Lithgow
(d) The Challenge: How would you rewrite the script?
(1) there are over 50 "wrongs" in the scene: how would you fix them?

7. Exercise #6: The Service Tour Guide: A Video Clip (full or small group)
(a) The Movie: European Vacation
(b) The Scene: The Alps tour
(c) The Stars: Chevy Chase, etal.
(d) The Challenge: Name the tour guide do's and don'ts

8. Exercise #7: Service Recovery: Identifying the Steps (individual or small group)
(a) Read the Fast Food and the Mariott stories from Zemke & Schaff
(b) Identify the 9 steps of problem handling in each
(c) Report back to the larger group.

9. Exercise #8a: NLP Reframing: a TV example (individual)
(a) seeing the pressure situation channel
(b) what sounds, color, position, size, volume?
(c) seeing the peaceful situation channel
(d) what sounds, color, position, size, volume?
(e) tuning from channel to channel

10. Exercise #8b: NLP Anchoring: a jump tuning example (individual)
(a) visualize the peaceful channel again
(b) now use a touch and word while focusing
(c) with practice, you can now jump to your peaceful channel

11. Exercise #9: How Good is 99.9%? (handout)
(a) If you were in charge of your product delivery system,
what quality level would you accept? 90%? 95%? 98%? 99%?
(b) Is 99.9% adequate?
(c) Motorola's sigma six quality level: 3 per million
(d) the 99.9% list

Short Quote:

Author:	Happ, Ed
Title:	Customer Service Exercises
Periodical:
Volume:
Number:
Publisher:
Place (City):
Publication Date:	1/19/96
Pages:
Source Type:
Quote Number:	305
Categories:	Customer Service, Exercises