Use this Peak End Rule model document as a method of updating personal knowledge on this model or during customer services training courses.
Training course contents:
A PowerPoint document, which shows an example of the Peak End model with advice on the method of use can be downloaded for free from the link at the bottom of this page.
The peak end rule is a theory that says we judge our past experiences almost entirely on how they were at their peak (whether pleasant or unpleasant) and how they ended. When we do this we discard virtually all other information, including net pleasantness or unpleasantness and how long the experience lasted.
We only remember certain details of a whole experience; the peak and the end. Whether most parts of the experience were acceptable is without influence on the user’s perception of the experience as a whole.
A developmental tool useful for training courses and meetings.