Write your

Activity thoughts down

Think of an occasion What are the

where you observed a key differences in
customer experience. your positive and
What style do you see negative
customer display, and What can you do to
behaviour? adapt your style to
what behaviour did you
observe – either positive meet a customer
or negative to justify your What is your needs (if you see
answer? style? yourself displaying any
negativity)?

What behaviour How can you

may a customer influence your
expect from you? customers to
adapt their style to
meet your needs?

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