7 Responses

1. Using images
   Hiya – have you used the ‘Images of Customer Service’ cards ever? They are simple cards with various images and they allow a very easy way of generating discussion. The different scenarios can be interpreted in different ways – a great way of getting down to how individuals perceive customer service as well as a useful tool when trying to ‘teach’ a specific skill.

   I admit a vested interest – I sell these cards – but they are fab!

   Good luck,
   Carolyn

2. Customer Activity
   Hi, I have used a game before which works really well.
   The game is called Headbandz and can be purchased from Amazon. There are 2 versions, child and adult although I would use the adult so as not to dumb down.

   Basically the idea is that you split your group into pairs and each person wears a plastic headband. In the headband there is a slot for a picture card. They must take it in turns using open questions only to establish what the picture is showing.
   It’s a little like the ‘stick a post it on my forehead ‘game but a little slicker.

   Any questions let me know.
   J

3. Fiona Duffy – Training Officer
   Hi Leighton,

   I’m using a questioning technique exercise using Holiday scenarios – tyring to keep it topical due to the time year! I have listed
   some Holiday destinations, Safari in Kenya, Meditterranean Cruise, Centre Parcs, Devon – Cornwall etc. and I have
   printed pictures of these on to an A4 piece of paper. I will split the candidates into two’s one candidate will be give the Holiday brief
   and the other candidate has to ask questions (open questions are better but you don’t tell them that) to establish where the
   destination is.

   The only question the candidate is unable to ask is the obvious one – “Where is your holiday destination?”
   The learning point is if you use open quesitons you gain much more information but it covers all types of questioning skils – closed,
   probing, summarising etc. It is also a good technique to check their listening skills – some candidates are too busy thinking up their
   next question they forget to listen.

   Hope this is of some help. Fiona

4. A huge thanks…
   Thanks to everyone – great ideas that will be sure to help.

   Hope you are enjoying this sunny weather!

   Best Regards,

   Leighton

5. Question Skills activity
   Hi Leighton
   I have a fun activity for delegates to do in pairs to test out questioning (and listening) skills. You’ll find it at http://www.abctrainingsolutions.biz/customerservice.html and scroll down to ‘Question Techniques exercise’.
   Hope that helps.
   Happy Days!
   Bryan
   http://www.abctrainingsolutions.biz – Loads of course materials to download

6. Mrs Buggins calls!
   We have designed two fun scenarios which we use with either delegate role players or actors on our customer care courses.Mrs Buggins! They embrace the communication skills – and others – you describe.And great fun.

   Visit our website or e mail me at qed.training@ntlworld.com

   Best Wishes

   Dominic
   —
   QED Training
   qedworks.com

   One Stop Training Shop

7. Open vs. Closed exercise
   You can use the following exercise on

   Open versus Closed Questions

   with comprehensive details on how to carry it out.

   Good luck

   Ehsan Honary