March 2005
Intermediate to advanced
163 pages
1h 51m
English
Content preview from 25 Reproducible Activities for Customer Service Excellence
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18
Who’s the Customer?
PURPOSE
To review some of the potential problems that exist in identifying who the customer
really is.
DESCRIPTION
Examples of ways that the question “Who’s the Customer?” might be confusing are
presented. Participants are asked to share their experiences dealing with this question.
TIME
20 minutes
RESOURCES
Handouts 18.1 and 18.2, and pencils for each participant
PRESENTATION
1. Introduce the activity by asking participants if they have ever had a problem
identifying who the customer is.
2. Present the “Who’s the Customer?” model as illustrated in Handout 18.1.
3. Ask participants to provide real life examples ...
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