Goal
To develop strategies to facilitate a good customer service experience. Participants will create environments designed to hinder the service experience.
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
Prior to the session, place the selected items in a central location in the room.
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.)
Distribute one sheet of blank paper and a pencil to each participant.
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.
Allow approximately 30 minutes for group work, giving a 5-minute warning before time expires.
Ask each subgroup to select one person to act out the role of a customer. Next, have each subgroup in turn present their skit with one member of another group as the customer.
Facilitate a large group discussion by asking the following questions and recording responses on the flip chart, as noted: