Impact on Customer Experience

Impact on Customer Experience

Learning Objectives

At the end of the lesson you will understand how internal team dynamics affect customer interactions and satisfaction. At the end of the lesson you will be able to identify ways to improve team dynamics to enhance customer service.

What do you already know about internal team dynamics and customer satisfaction?

The relationship between internal team dynamics and customer satisfaction

Internal Team Dynamics: The interpersonal relationships and processes that occur within a team that can affect its performance and customer interactions.

Analyzing ITL World's case study for practical insights

This section discusses the importance of internal team dynamics in shaping customer experiences and satisfaction. It includes a case study from ITL World to illustrate the impact of team dynamics on customer service.

Brainstorming and presenting solutions for improving team dynamics

A group activity is designed to brainstorm and present strategies for improving team dynamics with the goal of enhancing customer service.

Definition List

Internal Team Dynamics: The interpersonal relationships and processes that occur within a team that can affect its performance and customer interactions. Customer Satisfaction: The measure of how products and services supplied by a company meet or surpass customer expectation.

Write down 3 things you learned in this lesson.

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.

Write down 2 things you want to know more about.

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.

Ask 1 question about something you haven't quite understood yet.

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.