Diamond or Glass? - A Customer Service Experience . Download training materials and resources.

Diamond or Glass? - A Customer Service Experience

About

Time:
The exercises in this module will take about 50 minutes to complete. In total, allowing for discussion, we recommend allowing 75 minutes to complete this module.

Aims:
• To illustrate the importance of customer service.
• To demonstrate how little changes can have a big impact to customers’ perception of the service they receive.
• To illustrate the importance of people to customer service.
• To identify improvements that can be made to customer service within the participants’ teams/organisation.

Group Size:
This module is suitable for use with groups of up to 15 participants.

Useful For:
Staff at all levels.

You'll Need:
• The Activity Links and your PIN.
• A mobile device for each team (laptop/tablet/mobile phone) that can receive emails and play sound.
• Breakout space for each team to listen to the story in the Activity Link without being overheard.

Notes:
Most of us have stopped in hotels. This simple, yet powerful, exercise uses those experiences to demonstrate how little things count when delivering excellent customer service.

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

Downloads

Available to Basic
Trainer Notes
Handout 1
Handout 1 (Word)
Handout 2
Handout 2 (Word)
Activity Link 1
Activity Link 2

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

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Reviews

A brilliant exercise used as part of a one day workshop in Delivering Excellent Service. It really opens the eyes to the participants how different attitudes come across and how it makes people feel.
Lottie Skuthe-Cook rated this item with 5 stars.

I used this module just this weekend, with a little twist, I gave two separate groups of participants a script each, taken from the two scenarios a week ahead of time and asked them to act out the scenes. It was very effective as it brought out "how bad service looks" and led to very good discussions on the cost and benefits of going the extra mile. PS: the entire room also enjoyed the mini skits and some of the "actors" even brought along props.

Nadia Mardenborough rated this item with 5 stars.

An excellent exercise used in 'Professional receptionist 'training. Much discussion generated by the two different / parallel scenarios and delegates agreed that this was an effective way of demonstrating that customer care can cost nothing other than a positive attitude! Robert Corteen
Robert Corteen rated this item with 5 stars.

This case study worked very well during a 2 hour session on exceptional customer care for 6 administrators whose jobs had changed to include telephone based customer service. I was skeptical about not telling them there were 2 versions of the case study at first, but this worked really well and they had lively debate about the differences once they realised. They agreed there was little difference in cost or effort but huge benefits in repeat business with the excellent customer service version. They then engaged in useful action planning to improve service from their own company (a beauty products retailer).

Melody McMillan

Diamond or Glass is a fantastic customer service exercise and works well for us. Also The Hungry Chick Inn has been very successful. They are both practical and travel well i.e., from the UK to Australia! Our people in the building industry can relate to both scenarios.
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