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Service Failure by Jeff Toister

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CHAPTER 12

Getting Started

One of my favorite training exercises to use with customer service leaders is called the Road Trip Activity. I tell them that they have one minute to brainstorm items they’d take with them on a road trip, and I encourage them to work with the people sitting near them. “Is everyone ready?” I ask before starting the timer. They’re always eager to get started.

The participants aren’t given any rules other than my request to brainstorm, but their behavior is remarkably consistent every time I run this activity. People quickly form small groups and excitedly share ideas. Most people begin with the assumption that the activity ...

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