Appreciative Inquiry Case

The video tutorial explores the use of Appreciative Inquiry to improve customer service for a retail client. It begins by identifying the problem of inconsistent customer service and redefines it as a goal for consistent, high-quality service. The process involves discovering existing best practices, dreaming of an ideal service scenario, designing a plan to achieve it, and connecting personally with the motivation to make it a reality. The approach results in more consistent positive feedback from customers.

What was the initial problem faced by the retail client?

• High employee turnover

• Inconsistent customer service

• Low product quality

• Poor store layout

In the process of appreciative inquiry, what is the first step after defining the problem?

• Dreaming of the ideal outcome

• Discovering the best of what is already happening

• Implementing changes

• Designing a new strategy

What is the purpose of gathering stories of great customer service experiences?

• To identify employees for promotion

• To evaluate customer satisfaction

• To create a marketing campaign

• To model the best approach to customer service

What does the 'dream' phase in appreciative inquiry involve?

• Reducing operational costs

• Creating a vision of the ideal customer service

• Analyzing customer complaints

• Hiring new staff

How did the retail client benefit from completing the appreciative inquiry process?

• Increased product sales

• More consistent positive customer feedback

• Expanded store locations

• Reduced employee training costs