Images of Customer Experience is an engaging customer service training activity to provoke discussion and encourage learners to consider the emotions and responses related to good and poor customer service skills.
This customer service training activity contains three copies of 16 carefully designed and selected images that have been drawn in an attractive cartoon style. They are designed to raise interest in, and discussion around, the feelings that we experience as customers when we receive service that is ’noticeable’, whether because it is particularly good or bad customer service. The images are deliberately designed so that participants have to think about them and what meaning might be associated with them - they are open to interpretation.
The metaphorical images require some interpretation to allow learners to explore different perceptions. Each image was created to represent a feeling or an emotional response and so they have been titled with a word that represents that emotion, examples are:
- • Disappointment
- • Ignorance
- • Inclusion
- • Delight
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