Intended for:
This energiser is extremely useful for training sessions that relate to customer complaints, customer service or any other customer care type training course. The energiser allows participants to objectively review issues that might affect customers and be creative in how they approach this.
Training course contents:
You can download a set of instructions for the energiser, ‘Customer Complaint’ in Word format from the link at the bottom of this page. Alternatively, you can use the instructions below.
Instructions:
Explain to the participants that you would like them to place themselves in the shoes of their customers. They should work in small teams to focus on creating a customer complaint letter. They should write the complaint letter as if they are a customer of the company and list the key areas of concern they have about the service of the company. Once they have done this, they should swap their letter with another of the groups and work on ways that they could work on responding to the issues highlighted in the complaint letter.
In Review:
You should review this energiser by discussing each of the letters in turn and the solutions that were devised to resolve the issues. It is useful if you use the outcomes of this energiser to address issues within the workplace and help improve things. That way, participants also get to see the results of their actions.
Objectives:
Use this energiser as a creative method of putting participants in the shoes of their customers and exploring the issues that they face.
This energiser works well with our Customer Service Training Materials and in particular our Complaint Handling Training Course Materials.
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