Images of Customer Experience is an engaging customer experience training activity 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 Images of Customer Experience 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:
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:
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48x High quality laminated images (3x copies of 16 different images)
1 x set of Facilitation notes
16 x facilitator suggested question cards/prompts supporting each cartoon image
Package Weight: 0.8kg
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