ABSTRACT
This chapter provides a set of learning activities and handouts for customer service training. The goals of these activities are to raise awareness about the effects of productive and counterproductive behaviours in feedback situations, to generate commitment to an action plan for improving unacceptable feedback, to raise awareness of different personality types, to enable participants to identify their customer service preferences, and to explore how customers with different personality types have different needs. The chapter also provides a set of lists of customer service behaviours that are appropriate responses to the various customer personality types that one may encounter in the job.
