Trainer Tools - Basic Customer Care Case Study - …

← Back to document page

Enda Larkin 2010Trainer ToolsCustomer CareCase Study Enda Larkin 2010Case Study A Night OutTrainer GuidelinesThere are many ways in which the A Night Out case studycan be used. Perhaps it is mostbeneficial when usedduring the early stages of any generic Customer care training programme, andis more relevant to junior staff levels. It provides a Basic description of a night outtakenby anaverage couple and reflects a fairly typical Customer experience,with a mix of good and not sogood elements incorporated into a Trainer it is helpful to use this studyto get participants thinking aboutthe service journey concept the psychological processsurrounding any Customer interaction:ExpectationsExperienceEvalua tionPrior to introducing the case Study to participants, it is important for you astrai

© Enda Larkin 2010 Case Study – A Night Out Trainer Guidelines There are many ways in which the ‘A Night Out’ case study can be used. Perhaps it is most

  Basics, Customer, Care, Tool, Case, Terrain, Trainer tools basic customer care case