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The Shoe Shop


Time required:

25 minutes.


What it does:

Considers a real life scenario whereby other customers witness how a store handles a customer complaint. What went well, what didn’t and how did it impact on other customers?

flagThis activity is suitable for remote delivery.


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This team activity can be run on its own or you can follow it up with Handling Unhappy Customers - LACE.



You will need:

Each of your team members will need a copy of the brief to review.


In a nutshell:

What does the customer think when watching a complaint being handled in front of them?



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