ABSTRACT
This chapter provides assessments for eliciting trainees’ perceptions and a set of follow-up questions. The assessments can be used in conjunction with activities. Assessment helps the participants to identify their own opinions about customer needs. Self-assessment is provided with regard to listening skills and behaviours. Assessment corresponds with the components of the Fantastic Service Equation. It also acts as a simple observational check sheet. Training activities are to be reviewed to see where assessments would be useful. The chapter also provides useful considerations to develop other activities to augment the assessments. It further provides a list of activities for determining different customer expectations.
