Anna posted on November 16, 2011 14:19
HT Training has teamed up with Customer Service TV to bring you 2 short but powerful customer service exercises that can be tailored to boost customer satisfaction during the festive season.
Moments of Truth
Here Rosemary shares a simple but effective customer journey exercise you can run with the team.
Click here to watch video
We recommend you run this with your Christmas bar, restaurant and event teams and once you have identified all the “touch points” task the team to brainstorm for their ideas around:
Discuss: Adding value to the interaction through their approach
Develop: Upselling ideas and strategies
Top Tips: Have some small prizes on hand for the most original, low cost, or fun ideas.
This is also a great team build exercise that can incorporate your causal or part time team members.
One Size Does Not Fit All
This time Rosemary shares a very easy customer segmenting exercise that challenges the team to consider the different needs of different customer groups.
Click here to watch video
We recommend you run this with your Front Office Teams and agree how the team should adapt their approach to meet the needs of the four different groups.
Discuss: email, telephone and face to face communication
Develop: ideas for packages, events and future business
Top Tip: have flip chart paper and a selection of magazines on hand along with scissors and glue. Task the team to create visual mood boards of the four customer types using pictures and words cut out from the magazines.
Display these around the room.