Activity 1: a) Explain the difference between customer experience and customer service with the aid of a practical example of each. (10) b) Explain why you think Bankers should endeavour to create better customer experiences. (10) 20 Activity 2: Identify four conversation principles. Explain what these principles entail, and how these principles could be applied to ensure good quality conversations, creating better experiences for customers. Describe the different types of conversation that each of these principles are applied to. (20) 20 Activity 3: It is important in the current world of banking to move from complaints management to service recovery. a) Provide examples of two opportunities for how one could turn a complaint into an opportunity to delight the customer. In each example show how understanding the customers point of view affects the choice of response(s). (10) b) Describe two steps that you recommend should be taken to address the customers physical and emotional state and point of view while resolving the complaint. (10) 20 Activity 4: Explain how to apply the THANKS strategy by applying the relevant qualities of a well-rounded Banker to have a positive conversation with an upset customer. (20) Include the following: Elaborate on each of the Thanks elements; thank the customer, hear the problem, apologise for the inconvenience, need more information, know the solution and solve the problem linking these elements to the appropriate qualities of the well-rounded banker, namely, deliberate calm, trustworthiness and caring explaining how they are correctly applied 20 Activity 5: Develop a guide to implement service recovery for your team, with details on the steps to take to turn customers into promoters, positively surprising the customer. (20) 20