Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To encourage participants to consider their experiences as a customer.
• To identify ways in which poor customer service could have been improved.
• To briefly consider the impact of poor customer service.

Group Size:
This module is suitable for use with groups of up to 20 participants.

You'll Need:
• A series of cards (or pieces of paper); some need to be marked with a cross, others with a tick and the rest with a dash (-). You will need one card for each participant.