Purpose: To introduce the customer’s expectations of a company.
Participants: 4 – 20
Time Required: 15 minutes
Materials Needed: “The Letter From the Customer” handout, envelopes.
Steps to Follow:
a) Before the beginning of a customer service training session, place an envelope containing “The Letter From the Customer” handout on the desk of each participant. Seal the envelopes.
b) When the training session begins, tell participants that you found those letters addressed to them in the mail. Ask them to read the letter.
c) When they are finished reading the letter, proceed to the questions for debriefing.
Questions for Debriefing:
• What did you think of the letter?
• How much does this letter resemble the actual thoughts of a customer?
• How would you answer this letter?
Tips on Making This Activity Go Well:
• You can add more drama to the activity and increase participants’ curiosity by writing each of their names on the envelope they’ll receive. When they are done reading, you can also ask them if the letter looks like something they would write.