What do customers think?

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 Small Group Exercise
Instructions
• A customer satisfaction survey was recently conducted and
customers were asked to consider their recent dealings with
their key supplier and rank their satisfaction against a list of 20
items.
• Working in small groups review the list in the workbook and
identify:
- What your group believe were the 3 things customers were
most satisfied with.
- What your group believe were the 3 things customers were
least satisfied with
Timing
20 mins small group work
5-10 mins large group review

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1. Took responsibility in carrying out
their job.
2. Gave immediate attention even if
the entire request could not be
fulfilled at once.
3. Took action to resolve a request.
4.Demonstrated creativity (extending
beyond customary rules and
practices).
5. Provided clear and accurate
communications.
6. Brought proper closure to the service
interaction.
7. Was a good team member.
8. Listened to me.
9. Acted naturally, not in a false
manner.
10. Showed empathy towards me and
my situation.
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11. Told the truth – even if I was not
happy with what was being
told.(demonstrated integrity).
12. Used good interpersonal
relationship skills.
13. Used appropriate voice tone and
non-verbal communications.
14. Avoided bringing personal
concerns to the job.
15. Showed pride in themselves and
their company.
16.Demonstrated knowledge of their
job.
17. Skilled at problem solving.
18. Behaved professionally in all
situations.
19. Had concern for results.
20.Constantly strove for improvement.
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• 1st place - 9. Acted • Joint 18th place - 6.
naturally, not in a false Brought proper closure
manner. to the service
• Joint 2nd place - 10. interaction
Showed empathy • Joint 18th place - 17.
towards me and my Skilled at problem
situation solving.
• Joint 2nd place - 18. • 20th place - 4.
Behaved professionally Demonstrated
in all situations creativity

Customer service people are nice but

Could do more to resolve customer issues

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 Small Group Exercise
• Working in small groups identify what
could be done differently to address
the customer’s concerns.

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