Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 25 minutes for completion.

Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To reflect on the impact good and bad customer service has on other customers.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Staff at all levels, especially those in a customer-facing role.

You'll Need:
• Nothing other than the materials provided.

Notes:
This exercise can be run as a stand-alone session or you can follow it up with LACE – Handling Unhappy Customers.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.