101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 14
Tangibles: Sensory Perception
Tangibles are the physical facilities, equipment, and appearance of service personnel. Tangibles come into play before, during, and after service interactions and have a big influence on customers’ perceptions of your organization. Some of these factors you can control, some you can’t. The idea is to focus on the Tangibles you can control or improve.PURPOSE:
✓ To identify all of the Tangibles that are part of the work you do
✓ To consider each Tangible and how it impacts customers’ perceptions
✓ To modify where necessary any Tangible that may lead to a negative perception
TIME: 30 minutesDIRECTIONS:
1. Remind participants what makes up a Tangible.
2. Divide the participants into groups of three or four each. Distribute copies of Activity 14 to facilitate a brainstorming session.
3. Ask participants to list all the Tangibles that are part of their work, placing them into the five “sense” categories. Allow 5 to 7 minutes.
4. While participants are working, post five chart pads for recording purposes. Mark each with a heading for one of the five senses (parallel to the columns on their paper).

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