5 Responses

1. I can help
   Hi Paula,

   Please email me at [email protected] have have several games that you maybe interested in that i am happy to share with you.

   Regards,

   Sarah

2. Customer service exercise
   Hi Paula

   Split the group into 2. Get one group to discuss and feed back on their experiences as a customer that were really good and the other on experiences as a customer that were really bad.

   The answers will 99% be about the service they received as a customer, not the product. The answers they give nearly always relate to everything you will cover on the rest of the programme.

   Regards

   Sue

3. sue’s suggestion with a twist of lemon and ice!
   After they have done the exercise Sue has set out, get them to answer two questions:
   a) What was the consequential cost to the service provider of the poor service?
   b) What did it cost the service provider to provide the really good service?

   Most of the time the answers to a) are very high and the answers to b) are virtually nothing!

   Rus
   http://www.coach-and-courses.com

4. Customer Service Statistics
   Hi Paula
   I have some customer service statistics that I have gathered over the years from various surveys, and from a posting I did about 2 years ago on Training Zone. Very happy to email you (or anyone else) a copy. The stats could easily be made into a ‘guessing’ type game in a training workshop.

   Please email me on [email protected]
   Happy Days!
   Bryan

5. Perceptions/Expectations
   Split them into 2 groups with pen and flip chart paper. Ask one group what they think about the customer service in the organisation and to list their responses. Ask the second group to explain what they expect good customer service to be and again, list their responses.

   When they’ve completed the task reveal the reality of customer service in the organisation you work in – it could contain number of complaints, call waiting times, queuing times, etc and compare the 3 flip charts. Cross off the items that are similar on all 3 sheets – you (and they) will be surprised at how many there are.

   The differences that haven’t been crossed off can then be debated to understand what their perceptions (their belief structure) about the service they provide, and their expectations (their desire to serve their customers) about the service are.