Activity 1

Imagine you have three boards on a classroom wall representing customer service delivered through each medium by the organisation:

• Face to face
• Online/electronic
• Telephone

For example...

Now divide each of the three boards according to suitable sections or departments of your chosen organisation.  You might like to work in pairs or teams.

For example (for a hotel)…..

You now have three boards, one for each medium, sub-divided into various sections or departments.

Think carefully about how customer service is delivered by the different sections or departments through each medium.