101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 15
Tangibles: Customer Feedback
Tangibles are the physical facilities, equipment, and appearance of service personnel. Customers have a lot to say about the Tangibles they experience. Tangibles are just that—easy to see and easy to criticize. To ensure that your company’s Tangibles meet or exceed your customers’ expectations, ask for their input.PURPOSE:
✓ To learn more about customers’ perceptions of the Tangibles they experience
✓ To identify ways to improve these Tangibles based on customer input
✓ To build better relationships with your customers
TIME: Two meetings—one 10-minutes, one 30-minutes; contact time during work days for one weekDIRECTIONS:
1. When the group is assembled, remind them of what Tangibles are. (If you have conducted Activity 14, consider using the charts you created as a starting point here.)
2. Identify one or two key Tangibles that all customers experience. If you deal regularly with both external and internal customers, you may want to select one for each type.
3. Explain to participants that the goal for the next several days is to gather specific feedback from your customers on this particular

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