Before using these learning activities in your training sessions, be sure to review Chapters 1 4 for background on how this training programme was developed. Chapter 5 included tips on facilitation, including preparation, room setup and how to address the flow of the session.

As in all training, adding your personal touch by sharing your own stories will help make the content come alive. Feel free to describe your experiences with good and bad service whenever those examples might be helpful. Customizing the learning activities with examples from your organization (or the trainees' organization, if you are a consultant) also will add value to the programme.

Be flexible. The timeframes for many of these activities can be changed according to your own goals and needs. You may find that you cover key concepts in the course of discussion and that you no longer need to include certain activities or content modules.