Images of Customer Experience Online

Images of Customer Experience Online

1 - 50 participants

Dive into an immersive customer service training activity designed to spark meaningful discussions

Dive into an immersive customer service training activity designed to spark meaningful discussions. This tool encourages learners to delve deep into the emotions and reactions associated with both stellar and subpar customer service experiences.

Leveraging metaphorical imagery, this activity offers room for interpretation, enabling learners to juxtapose their personal experiences with the varied perceptions of their peers.

Utilise the Images of Customer Experience to:

  • Stimulate conversations about prevailing customer service processes.
  • Ignite fresh ideas and solutions to existing challenges.
  • Engage participants in recognising and comprehending a spectrum of customer emotions, both positive and negative.

Each image encapsulates a distinct emotion or feeling, aptly titled to reflect that sentiment. Some examples include:

  • Disappointment
  • Ignorance
  • Inclusion
  • Delight

Versatility & Compatibility:
Designed for versatility, these images cater to groups ranging from 4 to 16 participants. They can serve as an icebreaker, introducing attendees to diverse customer service scenarios, or as a deep dive into refining customer service strategies and addressing team or organisational issues.

  1. Improve customer experience.
  2. Enhance communication.
  3. Boost team and organizational performance.
  4. Streamline personal and team development planning.
  5. Tackle challenging conversations with sensitivity.
  6. Foster a culture of constructive feedback.
  7. Amplify learning retention with memorable introductory or concluding activities.
  8. Mitigate team conflicts through enriched dialogues.
Images of Customer Experience is an immersive training tool designed to stimulate discussions around customer service. By leveraging metaphorical imagery, it offers participants a unique lens to explore and understand the myriad emotions associated with customer interactions. Whether it's the elation of a job well done or the disappointment of a missed opportunity, these images capture the essence of customer service experiences, both good and bad.

  1. Team Building: Use the images as icebreakers in workshops or team meetings to foster a shared understanding of customer service values and principles.
  2. Training Workshops: Integrate the images into customer service training modules to enhance engagement and facilitate deeper discussions.
  3. Feedback Sessions: Allow team members to pick an image that resonates with their recent customer interactions, providing a visual starting point for feedback and reflection.
  4. Strategy Meetings: In sessions focused on improving customer service strategies, use the images to highlight areas of success and those needing attention.
  5. Virtual Team Engagements: With the online collection, virtual teams can engage in discussions about customer service, ensuring even remote members feel connected and valued.

  1. Enhanced Empathy: By visualising customer emotions, participants can better empathise with customers, understanding their needs and expectations more deeply.
  2. Diverse Perspectives: The interpretative nature of the images ensures varied perspectives come to the fore, enriching discussions and broadening viewpoints.
  3. Improved Communication: Using images as a discussion point can help break down communication barriers, ensuring team members articulate their thoughts more openly.
  4. Identification of Service Gaps: Through discussions, teams can identify gaps in their current customer service approach, paving the way for improvements.
  5. Strengthened Team Cohesion: Shared discussions around the images can foster a stronger sense of unity and shared purpose among team members.
  6. Actionable Insights: The discussions stemming from these images can lead to actionable insights, providing clear direction for teams to enhance their customer service delivery.
  7. Enhanced Virtual Engagement: For remote teams, the digital collection ensures engagement and participation, bridging the virtual distance.
While traditional didactic training methods have their merits, they often lack the depth required to deeply engage employees. Adult learners need to be motivated to learn and ideally have immediate applications for workplace-based learning. This is where experiential learning techniques shine. By offering hands-on, practical experiences, they ensure that training outcomes are seamlessly integrated into daily tasks.

Our solution to this challenge (when considering customer experience training) is the "Images of Customer Experience" activity. This set of metaphorical cards captures a spectrum of emotions and scenarios tied to customer experiences, creating a dynamic and interactive platform for exploring the nuances of customer experiences from the delegate's perspectives.

We've found this image deck is highly effective at helping training session facilitators with:

  1. Engagement: Image-based training materials are adept at seizing attention and fostering discussions. They infuse training sessions with a dynamic element, making them more engaging and memorable.
  2. Cultivating Empathy: Utilising images allows trainees to visualize customer emotions vividly, fostering a deeper understanding and empathy towards customer needs and expectations.
  3. Encouraging Diverse Perspectives: The interpretative nature of the images encourages a plethora of perspectives, enriching the discussion and expanding viewpoints.

The activity is adaptable and can be used as an ice breaker, as part of a larger programme of customer experience training, or as the main discussion driver amongst a team.

Anticipated Outcomes
Workplace training sessions should always be aimed at improving identified aspects of performance. It's vital to always have a clear vision for how your training activities or learning programme design will improve the required performance objectives.

For customer experience training, performance outcomes could potentially include improving customer experiences in order to increase repeat business and average customer value. Your training programme may therefore seek to:

  1. Heighten Customer Empathy: Participants develop a nuanced understanding of their workplace's relationship with customers, individually and collectively identifying workplace strengths and areas for ensuring specific improved customer experiences.
  2. Enhanced Team Dynamics: Teams become more receptive to the pivotal role collaboration, fostering improved communication and mutual support during customer experience challenges.
  3. Strategic Customer Service Management: Armed with a deeper comprehension of customer emotions and needs, teams can devise more effective strategies to address concerns and elevate the overall customer experience.

How do we achieve this with remote teams?
Post pandemic remote work is the norm for many businesses- or if you operate across many sites, your business is 'remote' by default. How can we efficiently conduct customer experience training? 

Online tools, such as Images of Customer Experience, combined with video conferencing platforms like Zoom, offer a solution that is affordable and with a low barrier to entry. With these tools there is no need for travel, it's easier to find space in crowded diaries, and there is no need to book or hire out a training room.


Fully remote/virtual activity
To all subscribers
Activity created
Average duration
60 mins
1 - 50

Images of Organization and Images of Customer Experience have been particularly helpful in nudging the team members towards desired direction. These pictures have enough details in them to drive home a particular message along with the trade offs.

ELT Customer

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