I've designed a module on internal customer service, and the client is pleased. They just want one change... a short activity to highlight the importance of 'accountability' and seeing things through. It's only a short session and I don't have much time to squeeze additional material in, but wonder if anyone can recommend a good activity?
Thanks
One Response
WARNING
Hi Sheridan
Sorry if you have already considered this but……
activities about accountability on training events are as successful as baptising the ship's cat if…..
when people get back to the workplace the management is not effective in holding people to account.
IF there is, or will be, some robust consequence management for failures in accountability, then you may be able to make an activity work. I once did one where we assessed the downstream impact of a failure on a customer……they had a customer profile and a situation where they provided a service, then we asked them to brainstorm the downstream impact of a range of small and apparently insignificant failures on that particular customer…….it was a real eye opener to see that in one case, simply failing to pay an expense claim at 4pm on a Friday (as it should have been) and paying at 11am on the following Monday, resulted in a staff member nearly losing his home which was the last straw for his wife, resulting in divorce.
I hope this helps
Rus
http://www.coach-and-courses.com