TABLE OF CONTENTS What's in This Chapter?
Four assessments for eliciting trainees' perceptions
Follow-up questions
This chapter contains assessments that you can use to gather information about participants' perceptions. You can use these assessments in conjunction with activities or construct activities around them. The instruments presented here are guides for learning, and are not intended to be evaluation tools.
Assessment 12-1 helps participants identify their own opinions about customer needs.
Assessment 12-2 is a self-assessment regarding listening skills and behaviours.
Assessment 12-3 corresponds with the components of the Fantastic Service Equation.
Assessment 12-4 is a simple observational check sheet.
The assessments presented in this chapter also appear on the accompanying CD. You will find those assessments by inserting the CD and using Adobe Acrobat software to open the .pdf file(s) for the specific assessment(s) you wish to use in your training. When you locate the file(s) you need, simply print out the pages of the document(s) for your session.
Review training activities to see where assessments would be useful.
Consider developing other activities to augment the assessments.
Include the assessments you choose in your training programme.
The next chapter includes the learning activities required for the three programme designs that are outlined in this workbook. The learning activities can be used as suggested in the agendas included in Chapters 7, 8 and 9 or as stand-alone activities.
Instructions: Given your experience as a customer and as a customer service...
