Goal
To communicate perceptions of quality customer service through printed media. Participants will create an advertisement on customer service using specific words and phrases.
Materials
Three 3″ × 5″ index cards and a pencil for each participant
One poster board sheet and a set of felt-tipped markers in a variety of colors for each subgroup
Masking tape for posting
Form subgroups of four or five persons each.
Distribute three index cards and a pencil to each participant.
Explain that individuals have 2 minutes to write on each card one word that relates in some way to customer service.
Allow approximately 2 minutes for completion of the task.
Collect all the cards and shuffle them. Redistribute the cards, providing three to each person.
Explain that each group is to examine the cards and choose the five cards with the words that they feel are most often used in relation to customer service in general.
Allow approximately 5 minutes for discussion and then collect the extra cards from all groups.
Explain that each group will incorporate the selected words into a comprehensive poster advertisement about quality customer service. The groups may use any type of graphics in their advertisements, but the only words they may use are the ones they chose.
Distribute one poster board and a set of felt-tipped markers to each subgroup.
Allow approximately 20 minutes for completion of the task, giving a 5-minute warning before time expires.
Provide the groups with masking tape and direct them to post their advertisements. Have each subgroup make a short presentation on the concept behind its advertisement. (Optional: You may wish to leave the posters hanging for the remainder of a training session.)
Facilitate a large group discussion by asking the following questions: