Training Exercise Customer FocusIf you are looking for a customer service training exercise customer focus can be a really useful competency to help your people consider the service they deliver to your customers.
As with a lot of customer service training exercises , it’s simple and this is often the best. Simply get your people to walk in the customers shoes. You can even give them props to signify your different types of customers, hard hats, types of shoes, - there's a useful page on customer segmentation customer segmentation to help you. If you do not have secret or mystery shopping data to hand to include in your training material, why not ask your people to telephone into your organisation. Ask them “what did you think as a customer? How did you feel?” This simple change in perspective gets people talking, debating what is important to your customer base and more likely committing to individual action which will improve your overall customer service. If you do have mystery shopping data available – try a quiz, a highly interactive way of getting people to see the bigger picture of what you offer and how well they need to do to keep the customers happy.
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