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Human
Services Excursion
- Learn to
identify and respond to the most common customer states and assess
your communication skills against customer acceptance vs. customer
loyalty criteria
- Make an imaginary
stop by a thriving resort, check out the competition, and design
a blueprint for continued success
- Learn group
problem skills and solve a "real-time", action packed,
and fun filled problem
- Create a
vision of success
Travel
Itinerary
Passengers:
Customer Service Providers
Trip Destination: The Isle of Customer Service
Trip Expectation: Customer Retention & Employee Satisfaction
Travel Time:
4.0 hours
Stops: 1 | 2
| 3 | 4
| Final Destination
In-flight
Video and Tourist Attractions
Learning
Objective
At the end of this segment, participants will be able to:
- Identify
the four most common customer states
Learning
Activities:
Instructor Led & Low Hanging Fruit
Instructor Led & The FruitStation
Frustration:
Like pineapples, people come in many varieties
Inconclusive: Like coconuts, some people require direction
Tough: Like the pomegranate (Indian apple) fruit,
some people can be unyielding on the outside
Stationary: Like the fruit cart, some people prefer
to stay put
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Stop
I - Dudley's International Resort
Learning
Objective
At the end of the stop, participants will be able to:
- Create
a corporation profile that identifies its strengths, weaknesses,
opportunities, and threats.
- Design
initiatives that will enable the business to thrive in a
competitive environment.
Learning
Activity
Team Work: Problem solving simulation
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Stop
2 - Meals on Wheels
Learning
Objective
At the end of the stop, participants will be able to:
- Integrate
their own retooled communication skills.
- Assess
customer acceptance
- Communicate
customer loyalty requirements
Learning
Activities
Instructor Led - Purpose, Wants, Expectations
Instructor Led - Human Satisfaction Continuum, Moments of
Truth
Team Work:
Zone of Acceptance - Change Agent Relays
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Stop
3 - SUV Motors
Learning
Objective
At the end of the stop, participants will be able to:
- Design
and deliver dialogs that exceed customer expectations
Learning
Activities
Instructor Led - Scooter Model and Mind-Talk
Team Work:
Service provider - Real play script rewrite
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Stop
4 - Hidden Treasure Mines
Learning
Objective
At the last stop, participants will be able to:
- Identify
what skills they all bring to the table!
- Work
together as a team to solve a common problem
- Plan
and demonstrate the requirements of a Human Services Provider
Learning
Activities
Team Work: Lost Gold
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Final
Destination -
Isle of Customer Satisfaction
A visionary
exercise that ties it all together. Including memorabilia
from the journey that is also a take-away keepsake.
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