The images here are of a project carried out in Malta for over 400 employees.
The focus was on customer service and creating customer enthusiasm and lasted two days.
 | “Diminishing Resources” – Teams compete to try and achieve a target with fewer and fewer resources. Thinking harder rather than working harder is the only way to achieve success in this quick activity that introduced the module on the changing busines environment |
 | “WOWing the customer” – After a brief introduction on the concepts of Moments of Truth and Level of Expectation versus Level of Reality the group is split into small teams to develop a list of factors that would create a “WOW” for the customers. The facilitators then create a dialogue about what is expected versus what is a wow to gain a deeper understanding of the difference. |
 | “The Labyrinth” – To create customer enthusiasm different airport shifts and departments must work together effectively. This activity gets two departments to create excellent results that can only be achieved if they trully work together both in the planning and execution of the project. |
 | “Customer Service Illnesses” – Poor service is often a result of a combination of small issues. In this session small groups diagnose and solve issues such as “not my job” , “I’m on my break”, I’m not paid to make that decision.” Teams report back and a master list is created for the top 10 issues. |
 | “Warp speed” – This quick experiential activity introduces a sesson on continous improvement that gets participants to develop “quick wins” to improving customer service. |
 | “Customer pipeline” – This indoor activity shows how each person / team and department interact to create excellence Moments of Truth. Once the activity is completed the teams “graphically” map out the customer experience as they walk through the airport. |
 | Core Messages – Just before closing the course with an action planning session, the team members working in small teams develop posters with what they think have been the core messages of the course. |
 | Spider’s Web – A powerful close to an exciting course that demonstrates that everyone across the airport working together can achieve excellent results! |
 | The project facilitation team |
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