This episode of Marketing & Technology introduces supervisors to improvisation--colloquially called 'improv'--or acting sans pre planning, as a device for delivering warm, un-mechanical service without breaking the training budget. We start by describing improv, reviewing its history, and covering the rules and guidelines that improv uses. Afterward we explore some of the ways in which improv was used in non-theater settings, and we present several examples of improv in customer service. We reason by offering three lessons that improv theatre can teach service firms.
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
PUBLICATION DATE: July 15, 2015 PRODUCT #: BH678-PDF-ENG
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