Trainer Tools - Basic Customer Care Case Study

Enda Larkin 2010 Trainer ToolsCustomer CareCase Study Enda Larkin 2010 case 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 astrainer to deliver ashort input session explaining to participants that as people who areresponsible for looking afterguest needs, they need to understand the process that customers go through every time theyexperience service of some other words you should put theprogrammeparticipants

© 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

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

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