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What's the right setting for delivering Experiential Learning content?
In the blog I wrote last month I tried to address some of the assumptions about experiential learning that seem to be getting in the way of people including elements of this approach in their programming. It seems that the most pervasive of these assumptions is about the physical spaces that are needed to deliver effective experiential content. To ...
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Are your assumptions about Experiential Learning getting in the way of a breakthrough in performance?
My friend and colleague Graham Cook is heading to Florida later this month where he'll be delivering a session at Training Magazine's 'Training 2024' conference and exhibition. His session is titled 'How to Design Behavioral Change Using Experiential Learning Activities'. I'm not going to be alongside him for this conference but that doesn't mean I...
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Continuous Professional Development for Focused Experiential Learning
Most good trainers and facilitators I meet tend to have a strongly developed intuition about the needs of others. It doesn't take long for them to get to understand what will help a student to learn, and how learning material needs to be presented to make it easier for that learning to take place. As these trainers and facilitators become more ...
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What's The Best Seasonal Gift You Could Give?
It’s a question I often read around this time of year, and it inevitably provokes responses from extremes of opinion. There are those who go full-on consumerist and suggest expensive cars, jewellery, homes etc, ideas that are balanced by those who reject these ideas and suggest good health, happiness, close family etc.
So, as I&rsquo...
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How do facilitators work with groups who have had an 'easy win'?
There were some interesting responses to last month’s blog which considered how to handle a session where your group are unsuccessful at completing the experiential task you have set them. For some people this was accepted as very sound advice, and it seems to have taken away some of the ‘fear of failure’ that was out there. ...
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Images of Customer Experience
Learning Focus
- Change Management
- Customer/Supplier Relations
- Diversity/Cultural Awareness
- Feedback
- Improving Performance
- Working with Conflict
Group Size
6 - 16
2 - 30
Duration
20-40 Minutes
£99.00
Images of Customer Experience is an engaging customer experience training activity designed to provoke discussion and encourage learners to consider the emotions and responses related to good and poor customer experiences and customer service skills.
The metaphorical images require some interpretation by learners to encourage them to explore different perceptions, relating it to their own experience and learning from others in the group.
Use Images of Customer Experience to generate discussion around existing customer service processes and to generate new ideas or solutions to problems, engaging everyone in identifying and understanding a wide variety of positive and negative customer emotions.
Each easily accessible cartoon image was created to represent a feeling or an emotional response and they have been titled with a word that represents that emotion, examples are:
- Disappointment
- Ignorance
- Inclusion
- Delight
This is a physical deck but there is also now a fully digital version available on experientiallearningtools.com that also contains the 16 x cartoon images that can be used with virtual learning teams and groups. If virtual teams are to succeed there is an increased need to develop a sense of relatedness or connectedness, as well as ensuring each person contributes. This deck also has two related physical decks which come bundled as a discounted package - see Images Bundle Click here for our guide to selecting the right image based activity for you!
Downloads
- Introduction to customer experience and customer service
- Understanding customer perceptions
- Experience of customer relationships
- Enhancing the customer experience
- Improving customer service skills
This customer experience and customer service training activity contains three copies of 16 carefully designed and selected images that have been drawn in an attractive cartoon style. They are designed to raise interest in, and discussion around, the feelings that we experience as customers when we receive service that is ’noticeable’, whether because it is particularly good or bad customer service. The images are deliberately designed so that participants have to think about them and what meaning might be associated with them - they are open to interpretation.
Each image was created to represent a feeling or an emotional response and so they have been titled with a word that represents that emotion, examples are:
- Cheated
- Conformity
- Cooperation
- Delight
- Disappointment
- Empathy
- Inclusion
- Ignorance (or Inadequacy)
- Interest
- Let Down
- Listening (and Questioning)
- Manipulation
- Passed Around
- Stereotyping
- Trust
- Understanding
Click here for advice in choosing between RSVP Design's other image-based card decks
Activity Contents:
48x High quality laminated images (3x copies of 16 different images)
1 x set of Facilitation notes
16 x facilitator suggested question cards/prompts supporting each cartoon image
Package Weight: 0.8kg
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Delivery
Product prices shown do not include delivery costs We use international and local courier services to provide a fast, secure and traceable shipping service to our customers. Typically we will ship within one working day of receiving your order (if received by 14.00 local time), and your goods should be with you wherever you are in the world within one week!
Returns
We provide a 12 month unconditional guarantee. If you have any problems with our materials, we will replace any defective parts, or you can return the product for a refund.
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