3. Distribute copies of Activity 97 and explain that you are giving them a few scenarios of customer interactions. You want them to form small groups and as teams consider if these scenarios are appropriate for a friendly customer interaction. Allow 7 to 8 minutes.
Publication information: Book title: 101 Activities for Delivering Knock Your Socks off Service. Contributors: Jill Applegate - Author, Ann Thomas - Author. Publisher: American Management Association. Place of publication: New York. Publication year: 2009. Page number: 340.