Images of Customer Experience

• 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

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Returns

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