Trainers' Library Portal

The Shoe Shop

Time required:

25 minutes.

What it does:

Considers a real life scenario whereby other customers witness how a store handles a customer complaint. What went well, what didn’t and how did it impact on other customers?

flagThis activity is suitable for remote delivery.

This team activity can be run on its own or you can follow it up with Handling Unhappy Customers - LACE.

You will need:

Each of your team members will need a copy of the brief to review.

In a nutshell:

What does the customer think when watching a complaint being handled in front of them?