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Images of Customer Experience

100% of 100

Learning Focus

  • Change Management
  • Customer/Supplier Relations
  • Diversity/Cultural Awareness
  • Feedback
  • Improving Performance
  • Working with Conflict

Group Size

6 - 16
2 - 30


20-40 Minutes
More information
Next day delivery available

Images of Customer Experience is an engaging customer experience training activity designed to provoke discussion and encourage learners to consider the emotions and responses related to good and poor customer experiences and customer service skills.
The metaphorical images require some interpretation by learners to encourage them to explore different perceptions, relating it to their own experience and learning from others in the group.
Use Images of Customer Experience to generate discussion around existing customer service processes and to generate new ideas or solutions to problems, engaging everyone in identifying and understanding a wide variety of positive and negative customer emotions.
Each easily accessible cartoon image was created to represent a feeling or an emotional response and they have been titled with a word that represents that emotion, examples are:

  • Disappointment
  • Ignorance
  • Inclusion
  • Delight
The images will work with groups of between 4 to 16 people, either as an introductory activity to sensitize delegates to a range of customer service issues, or for a more focused development of customer service processes, or issues within teams and organizations.
This is a physical deck but there is also now a fully digital version available on experientiallearningtools.com that also contains the 16 x cartoon images that can be used with virtual learning teams and groups. If virtual teams are to succeed there is an increased need to develop a sense of relatedness or connectedness, as well as ensuring each person contributes. This deck also has two related physical decks which come bundled as a discounted package - see Images Bundle

Click here for our guide to selecting the right image based activity for you!


  • Introduction to customer service
  • Understanding customer perceptions
  • Experience of customer relationships
  • Enhance the customer experience
  • Improving customer service skills

This customer experience and customer service training activity contains three copies of 16 carefully designed and selected images that have been drawn in an attractive cartoon style. They are designed to raise interest in, and discussion around, the feelings that we experience as customers when we receive service that is ’noticeable’, whether because it is particularly good or bad customer service. The images are deliberately designed so that participants have to think about them and what meaning might be associated with them - they are open to interpretation.

Each image was created to represent a feeling or an emotional response and so they have been titled with a word that represents that emotion, examples are:

  • Cheated
  • Conformity
  • Cooperation
  • Delight
  • Disappointment
  • Empathy
  • Inclusion
  • Ignorance (or Inadequacy)
  • Interest
  • Let Down
  • Listening (and Questioning)
  • Manipulation
  • Passed Around
  • Stereotyping
  • Trust
  • Understanding

Click here for advice in choosing between RSVP Design's other image-based card decks

Activity Contents:

48x High quality laminated images (3x copies of 16 different images)

1 x set of Facilitation notes 

16 x facilitator suggested question cards/prompts supporting each cartoon image

Package Weight: 0.8kg

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We provide a 12 month unconditional guarantee. If you have any problems with our materials, we will replace any defective parts, or you can return the product for a refund.

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