We're running our annual staff conference inhouse and, of course, on a low budget, so can't buy in training company resources. The theme for the half day is customer service (we're running it twice in one day). We're splitting the staff into manageable groups and have got some activities already in mind, but really need a 'finale' that has the wow factor and is above all, FUN. That may be for 130 or so staff all together, or still split into groups. We're happy to purchase props if needed and have a fairly large room in which to do the activity. It must be something that we can repeat for the second session.
All ideas gratefully received
Jan
2 Responses
customer service chain
I use a small scale exercise which could easily be upscaled.
The customer service chain… Think about a service and process your company needs to improve. Next, get groups to plot out the stages in the ‘chain’ from start to end (including any ‘back office’ functions which support). Everybody writes a stage (If you want to make it bigger use sub stages, problems and solutions, etc)
It can be used to get people out of their seats…you use the gummed ‘links’ often used to make christmas decorations and write on them the stages of a particular process or system.
You could easily upscale this by getting each team member to add their ‘link’ to the area of the chain they have a particular passion about.
Finally, start to talk about what causes frustrations for staff and customers and at those key points in the ‘chain’ break it.
Finally, talk about the ‘future perfect’ and "mend the chain". Now you have an enormous brightly coloured chain which everybody contributes to …. that is your customer service chain.
It’s sticking, decorating and gluing… it’s got a message and you can have fun along the way.
questions questions…..
Dear Jan
Without knowing what else you are doing and what type of customers you have it is very difficult to recommend a complementary activity…….also one word of caveat….."fun" is a subjective thing; some people find bungee jumping "fun" and some people find "The Office" "funny"……others don’t.
I run an activity called "Rescuing the Customer" which is a problem solving activity involving a customer, a toxic swamp and some rescue equipment. It is challenging, thought provoking, hard work and most people enjoy it. It also has lots of learning points. Similarly the Business Minefield might work well for such a large group.
Rus
http://www.coach-and-courses.com