Most Important Top of Diamond 9 – Very Important X 2 2nd Level of Diamond 9 – Important x 3 Mid Level of Diamond 9 – – Lesser Importance x 2 2nd Bottom Level of Diamond 9 – Least Important X 1 Bottom Level of Diamond 9 – Using Skills for Customer Care as an example, a scenario could be posed as follows – Working in small groups, imagine that you are currently working for a big supermarket chain. Try to come up with a list of 9 things that customers want, need or expect. with physical wants such as facilities ( parking, toilets, etc) and move onto areas of service that you expect them to be good at. Try to think of your own wants, needs & expectations when shopping. Possible Responses could include – Quality of Product/Service Knowledge of Products/Services Speed of Service Appearance of Staff Attitude of Staff Discounts or offers Dealing with Complaints effectively Being informed of new products/services/offers Customer Facilities
Most Important – Top of Diamond 9 Very Important X 2 – 2nd Level of Diamond 9 Important x 3 – Mid – Level of Diamond 9 Lesser Importance x 2 – 2nd Bottom Level of Diamond 9 Least Important X 1 – Bottom Level of Diamond 9 Using Skills for Customer Care as an example, a scenario could be posed as follows – Working in small groups, imagine that you are currently working for a big supermarket chain. Try to come up with a list of 9 things that customers want, need or expect. with physical wants such as facilities ( parking, toilets, etc) and move onto areas of service that you expect them to be good at. Try to think of your own wants, needs & expectations when shopping. Possible Responses could include – Quality of Product/Service Knowledge of Products/Services Speed of Service Appearance of Staff Attitude of Staff Discounts or offers Dealing with Complaints effectively Being informed of new products/services/offers Customer Facilities
Diamond%209%20-%20Activity%20Support%20-%20Skills%20For%20Customer%20Care%20Unit.docx