Delivering a great customer experience at a difficult time – Face to Face

Day 1
‘what is an ideal breakdown process?’
“when do they make their first direct customer
contact?”
“What are the conversation, expectations and
questions asked from the technician to the customer?”

The first actor-led exercise will be an “On-scene” scenario outside at WWP with service24 van and a ‘broken down’ truck to simulate a motorway or A-road breakdown situation. Delegates are asked to demonstrate what do they normally do in these situations the actor will deliver multiple customer examples throughout this exercise.

Feedback will be from both the facilitator, actor and peers, this is a group learning exercise. Delegates feedback individually and write their observations. Back in the Classroom we will open the discussion to include: First on the scene, customer interaction, H&S, dynamic risk assessment. Scenarios will be put to the delegates for them to consider scene safety, customer safety, their responsibilities. We could utilize a truck model and road layout for the whys and why nots conversations. The final scenario will be an EvoBus.

Role play will take us to the Customer interaction section of the 2 days with questioning techniques being taught and practised to ascertain the diagnostic process and “thus time exposed to danger”. We will also roleplay the soft skills of this interaction – listening but not hearing. The details of this session include:
• How and where they position breakdown van?
• References their IVR training
• PAS43 awareness and NHS17b docs/point of ref
• Diagnostic time and process, how long do they commit to a breakdown in various environments ie transport yard, highway, layby etc
• Ongoing dynamic risk assessment

Day 2
Back outside to our breakdown scene, delegates will view the scene through the eyes of other motorists. Questions to the group will include What could be done better/differently. Back in the classroom delegates will collate and discuss their findings and agree on the best
practise. This scenario will include a breakdown scenario at a road junction, the scenario will be actor-led with a difficult customer, a difficult situation (perishable load), non- English speaking driver. The end of the second day of the face-to-face module will again be a reinforcement of the learnings so far we will collate all the eTraining, Gamification and face-to-face topics to discuss feedback and how feedback can be affected by the roadside customer experience. real MBTUK CStar and CSI feedback will be shown to the delegates and both good and bad examples of CStar feedback examined.