 a little bit of magic  |
customer service and/or complaints handlingThe scenario used in this example is called The Salt Cay Experience and is appropriate for larger groups of delegates. Delegates imagine themselves in different ‘roles’ within the scenario. Broadly speaking it concerns a group of holiday makers who have flown to the Caribbean island of Salt Cay, only to learn they have no accommodation. The scenario detail is amazing, designed to mirror real life and the expectations of a broad range of different customers. Between the disappointed holiday makers and the travel agent representatives, the delegates have to work out how they will maintain customer satisfaction and deliver what was promised. An excellent learning activity, designed for those needing to be more aware of meeting customer needs and expectations at all levels. Complete with facilitators in holiday shirts and appropriate music, the content of the scenario focuses attention on the following:
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