Worst Customer Scenario

Instructions:
Divide into groups of four.
Choose a group facilitator, recorder, and taper.

Recall your worst "customer monster" scenario and share that with your group. Be very specific about the details, but do not include what you did to resolve the problem.

Answer the following questions:

• What was the situation?
• What did the monster do or say?
• What did the monster need to want?
• What were you thinking and feeling at the time?

After the situations have been described, you should vote to determine which of the "monster scenarios" in your group was the very worst; the one that caused the most discomfort.

On flip chart paper

• Draw a picture that portrays your group's winning monster.
• List its key characteristics.
• List the main reasons why it was so difficult to work with this monster.

Select a presenter who will talk about your group's monster. When it is your group's turn, present the winning scenario to the class using your flip chart to help tell the story.

General Discussion

After all monsters have been presented, be prepared to discuss the following questions:

• What characteristics did the monsters have in common?
• What were the needs of these monsters?
• What behaviors did the service providers exhibit to expand or diminish the monster?

Terminate the Monster:

Review the list of the monsters' needs. Write them below.

Make a list of behaviors that the service providers should exhibit to "terminate the monster" and turn it into a satisfied customer. Make sure that the responses meet the monster's needs.

Jacki Lucki
VAME Teacher of the Year, 2004
Reprinted from VAME News, February, 2012