Session structure 3. Customer Experience
Session aim To consider how values and behaviours impact our reputation internally and externally and colleagues’ contribution to this
MINS 20
Activity and delivery instructions Open discussion
Supporting tools If face-to-face use Post It notes If a virtual meeting - type in chat box or use the virtual whiteboard on Teams
State: Think about a time when you have been frustrated by the service levels you have received from a company you deal with in your personal life, for example a utility, phone or internet provider, local council, bank. Ask the group – What was it about it that made it so annoying? Ask them to add to post its’ or chat box Acknowledge their response/thoughts and create a discussion around the responses, how it felt, what they did afterwards… Summarise/fill gaps with the below (not exhaustive): • B eing passed from person to person until they can find someone who can help • Having to repeat my issue to more than one person • Getting mixed messages or instructions • Feeling like I don’t matter, I’m just a number • They don’t take the time to listen and fully understand • Not keeping me up to date • What they say they will do, they don’t do • When they say they will be back in touch, they’re not • H iding behind company processes even when they don’t work “It’s just how we do things” • Poor attitude and sometimes even rude behaviour State: An organisation builds a reputation, and they become known for their efficiency and service levels – this comes right down to an individual level . Now think about this in another way, reflect internally for a few seconds…. - From the discussion we’ve just had about our experience outside of the workplace, have you come across any of these behaviours in your working day? - Did you recognise any of these statements in your own way of working? (Even just on the odd day) State: We all have our off days, hopefully they are few and far between. Over time we can develop poor behaviours that we all become oblivious too – they become the norm. But is that OK? No – of course not.
Continued on pages 6 and 7
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