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Images of Customer Experience (online version)

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Learning Focus

  • Change Management
  • Customer/Supplier Relations
  • Diversity/Cultural Awareness
  • Feedback
  • Improving Performance
  • Working with Conflict

Group Size

2 - 50
2 - 50

Duration

20-40 Minutes
More information
£59.00  
Next day delivery available

Images of Customer Experience (online version)  is a fully digital version of our popular physical Images of Customer Experience card deck activity, delivered via the Experiential Learning Tools Platform platform. This digital version also contains the same 16 carefully designed and selected images that have been drawn in an attractive and accessible cartoon style. 
The Images of Customer Experience (online version) activity comprises focused visual metaphor images used within customer experience training. It's designed to provoke discussion and encourage learners to consider the emotions and responses related to good and poor customer experiences and customer service skills.
The metaphorical images require some interpretation by learners to encourage them to explore different perceptions, relating it to their own experience and learning from others in the group.
Use this Images of Customer Experience (online version) tool to generate discussion around existing customer service processes and to generate new ideas or solutions to problems, engaging everyone in identifying and understanding a wide variety of positive and negative customer emotions.
Each easily accessible cartoon image was created to represent a feeling or an emotional response and they have been titled with a word that represents that emotion, examples are:

  • Disappointment
  • Ignorance
  • Inclusion
  • Delight

The images will work with groups of between 2 to 50 people, either as an introductory activity to sensitise delegates to a range of customer service issues, or for a more focused development of customer service processes, or issues within teams and organisations.

If virtual teams are to succeed there is an increased need to develop a sense of relatedness or connectedness, as well as ensuring each person contributes.

 

 

Downloads

  • Introduction to customer experience and customer service
  • Understanding customer perceptions
  • Experience of customer relationships
  • Enhancing the customer experience
  • Improving customer service skills

This customer experience and 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.

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:

  • Cheated
  • Conformity
  • Cooperation
  • Delight
  • Disappointment
  • Empathy
  • Inclusion
  • Ignorance (or Inadequacy)
  • Interest
  • Let Down
  • Listening (and Questioning)
  • Manipulation
  • Passed Around
  • Stereotyping
  • Trust
  • Understanding

Click here for advice in choosing between RSVP Design's other image-based card decks

Activity Contents:

Access via the custom-developed automated online experiential learning platform at https://experientiallearningtools.com/login

One annual product licence with online facilitator guidance, including:

  • information and video instruction on setting up the activity and inviting delegates
  • information and video instruction on operating the activity and facilitating learning for the group
  • suggestions for reviewing the learning

Online access to the (optional) three-part activity which allows between 2 and 50 x participants in a single session to work with the images as follows:

  • Part 1:
    View all 16 x images, selecting one or more in response to a question posed by the facilitator
  • Part 2:
  • View in turn, the images selected by any or all participants and for them to decribe the reasons behind their selection
  • Part 3:
  • View the most popular image selections from the group

Automated distribution of images, sent via email to participants. Backup individual links can be copied and shared via messaging or private email distribution.

Unlimited use of the activity within the 12 month licence term from the date of purchase, and use of all materials included for up to one simultaneous learner group of up to 50 x participants.

The ability to add a second Manager (or Trainer) to set-up, edit or run sessions with their own unique sign-on. 

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