Elicit non-trivial dialogue from students. Guide students to reflection and analysis of the experience. Encourage students to share their perceptions and beliefs. Summarize and review similarities and differences.

Concept of quality in respect to customer service.

Objective: Staff members further attend the concept of quality in respect to customer service.

Activity: 1.) Working in smaller groups, staff members make lists of the reasons why we consider one product a higher quality than another similar product of the same type. 2.) Groups create their own definitions of quality using some of the above generated reasons. 3.) Each group shares its definitions and individual staff share additional stories of quality cusotmer service experiences.