Transcription of Trainer Tools - Basic Customer Care Case Study
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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
© Enda Larkin 2010 Handling Feedback The issues in the Case Study are fairly self-evident and the groups should have no difficulty in drawing them out.
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