https://padlet.com/greenie20/customerjourney Made with wonder en-us 2017-12-07 10:03:01 UTC 2025-09-24 23:09:47 UTC hello@padlet.com greenie20 https://padlet.com/greenie20/customerjourney/wish/214031978 2017-12-07 10:04:26 UTC https://padlet.com/greenie20/customerjourney/wish/214031978 greenie20 https://padlet.com/greenie20/customerjourney/wish/214033108 https://docs.google.com/document/d/1BFmrUF5b0NNhIiV0JhBFH8C_guyg37L1NgpdgjtjKOA/edit?usp=sharing]]> 2017-12-07 10:07:41 UTC https://padlet.com/greenie20/customerjourney/wish/214033108 greenie20 https://padlet.com/greenie20/customerjourney/wish/214033333 2017-12-07 10:08:30 UTC https://padlet.com/greenie20/customerjourney/wish/214033333 greenie20 https://padlet.com/greenie20/customerjourney/wish/214034625 2017-12-07 10:13:32 UTC https://padlet.com/greenie20/customerjourney/wish/214034625 greenie20 https://padlet.com/greenie20/customerjourney/wish/214074784 Set time limits
monitor participants at all times
confiscate distracting devices
re-group regularly
get feedback from all participants after each activity
re-centre room (i.e. switch off projector, don't always stand at the front)
Always have participants decide something
keep participants on their toes

]]> 2017-12-07 12:45:02 UTC https://padlet.com/greenie20/customerjourney/wish/214074784 greenie20 https://padlet.com/greenie20/customerjourney/wish/214087249 Scenario:


Role A: CS staff member

Role B: Customer]]> 2017-12-07 13:19:48 UTC https://padlet.com/greenie20/customerjourney/wish/214087249 https://padlet.com/greenie20/customerjourney/wish/214087636 Scenario:  Abdullah wants to learn English so that he can socialise with his english speaking university friends.  Abdullah has finished his consultation and has been tested at Pre.Int 1. 

Role A: Abdullah is hesitant to pay and has taken a long time with the consultant already.

Role B: CS to list all the benefits to Abdullah and convice him that the course will meet his needs.]]> 2017-12-07 13:20:44 UTC https://padlet.com/greenie20/customerjourney/wish/214087636 https://padlet.com/greenie20/customerjourney/wish/214087667
Scenario: A customer has called asking aboout IELTSpreparation course, she is applying for immigration to Canada. She is a working mum that has very unflexible schedule. She is registered for an IELTSexam with BC. Try to identify her needs and offer her the best option available.

Role Card A: Call centre agent

Role Card B: Customer

Role C: Observer - take notes and find out 3 questioning techiniques used by the agent]]> 2017-12-07 13:20:49 UTC https://padlet.com/greenie20/customerjourney/wish/214087667 https://padlet.com/greenie20/customerjourney/wish/214087919 Case: Customer visiting your office looking for learning English with the British Council and during you discussion, customer showed concern around our course prices compared to other learning institutes. 

Role A: Customer Service who would need positively to handle the customer concern and to be turned positively to acceptance.

Role B: Customer , present how much would need to learn with BC but against paying that big amount due to other commitments.]]> 2017-12-07 13:21:30 UTC https://padlet.com/greenie20/customerjourney/wish/214087919