Internal Customer Care Course Modules

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• This exercise is designed for the start of a team session that reviews the previous year; in particular what went well, what people struggled with and what they learnt from it.

Group Size:
This module can be used with groups of any size.

Useful For:
Staff at all levels.

You'll Need:
• A balloon for each participant. (It’s preferable to have lots of different colours.)
• A whistle or claxon to tell everyone to stop.
• You will need a nice (indoor) space for participants to throw their balloons in the air and keep all the balloons airborne.

Notes:
You will need to plan a little in advance for this activity and be prepared to send out reminder emails to ensure the pre-exercise task is completed.

Larger groups will necessitate a longer running time for the exercise.

Time:
The exercise in this module can be completed in about 45 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To define what effective feedback is.
• To introduce participants to the AID model for giving feedback.
• To give participants an opportunity to practise giving feedback using the AID model.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
• The film: ‘Why Do I Always Get Them?’. (If you don’t have a Trainers’ Library membership that includes the option to stream this film you can purchase a DVD from Trainers' Library.)
• Plenty of AIDing Feedback Cards and Blu Tack.

Notes:
The video used in this exercise can also be used for customer services training using our module Why Do I Always Get Them?.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercise in this module can be completed in about 35 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To demonstrate the importance of asking a mix of open and closed questions to gain a clear and accurate understanding of a situation.

Group Size:
This module can be used with groups of between 8 and 24 participants.

Useful For:
Staff at all levels.

You'll Need:
• Teams will need to use a phone to communicate with you during this exercise.
• Break out space for each team to prepare their questions without being overheard.
• 4 plain envelopes to place the team briefs into.
• A copy of the Trainer Record Sheet for you.

Notes:
This can be a very useful exercise for sales people, or anyone who needs to select and ask great questions in order to effectively gather information.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercise in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 55 minutes to complete this module.

Aims:
• To identify what gets in the way of internal customer service.
• To consider ways to reduce or eliminate the barriers to internal customer care.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
• Post its, pens and flip chart paper.
• The Activity Link and your PIN.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 40 minutes for this module.

Aims:
• To highlight similarities and things that unite a group of people.

Group Size:
This module can be used with large groups. Ideally, you'll have enough participants to create at least 3 groups of 6 or more.

Useful For:
Staff at all levels. This activity is designed for very large groups and is particularly well suited to conferences that bring people from different parts of the business together.

You'll Need:
• Nothing other than plenty of space. Ideally, you’ll have enough space to mark out boxes for each group of people to stand in (you’ll need plenty of string to prepare these beforehand) as well as a clear space at the front of the room where participants can congregate.

Time:
The exercises in this module will take about 45 minutes to complete. In total, allowing for discussion, we recommend allowing 75 minutes to complete this module.

Aims:
• To identify approaches and ideas that could be used in a Customer Relationship Management (CRM) strategy.
• To develop a strategy based on the information provided about Dune Races.
• To share ideas and thoughts about what makes an effective CRM strategy.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
• A small prize for the winning team would be a nice touch.

Notes:
This is the fourth in a series of four modules that look at Customer Relationship Management (CRM) as a topic in its own right.

Time:
The exercises in this module will take about 50 minutes to complete. In total, allowing for discussion, we recommend allowing 75 minutes to complete this module.

Aims:
• To illustrate the importance of customer service.
• To demonstrate how little changes can have a big impact to customers’ perception of the service they receive.
• To illustrate the importance of people to customer service.
• To identify improvements that can be made to customer service within the participants’ teams/organisation.

Group Size:
This module is suitable for use with groups of up to 15 participants.

Useful For:
Staff at all levels.

You'll Need:
• The Activity Links and your PIN.
• A mobile device for each team (laptop/tablet/mobile phone) that can receive emails and play sound.
• Breakout space for each team to listen to the story in the Activity Link without being overheard.

Notes:
Most of us have stopped in hotels. This simple, yet powerful, exercise uses those experiences to demonstrate how little things count when delivering excellent customer service.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To show participants a five-step model that will help them establish the need for a difficult conversation and plan for a successful outcome.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Anyone.

You'll Need:
• Nothing other than the materials provided.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.

Aims:
• To consider where people have a true sense of belonging and what that feels like.
• To explore the positive benefits of ‘belonging’.
• To explore how to create a sense of belonging at work.

Group Size:
This module can be used with groups of almost any size.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
A discussion that encourages people to explore how it feels to belong.

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To explore equality and equity mean to participants and whether there is a difference.
• To explore what equality and equity mean to others.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
• Smartphones, tablets, or laptop computers for participants to use to choose images.

Notes:
This activity was developed by Dr. Gary R. Smith, Trainer, Express Employment Professionals, Inc.— for Express offices in Knoxville, Alcoa, Morristown, Cleveland, Crossville, LaFollette, Rogersville, Sweetwater, Maryville, Roane County, Clinton, Dayton, Sparta, and Sevierville, Tennessee, USA.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercises in this module will take about 90 minutes to complete. In total, allowing for discussion, we recommend allowing 135 minutes to complete this module.

Aims:
• To enable participants to identify different approaches that can be used to manage conflict.
• To explain the advantages and disadvantages of five key approaches used in managing conflict.
• To identify when it is appropriate to use the various approaches.

Group Size:
This module is suitable for use with groups of up to 15 participants. The exercises work best with groups of 10 or fewer.

Useful For:
Staff who need to manage conflict and interpersonal relationships.

You'll Need:
• Break-out rooms.

Notes:
It is recommended that you keep the participant group size to 10 or fewer for this module.

This module can be used as a stand-alone module or as a follow on to The Anatomy of Conflict.

The module is comprised of two exercises. Depending on your needs these can be run as two separate 'mini-modules'.

Time:
The exercise in this module can be complete within 20 minutes. In total, allowing for discussion, we recommend allowing 90 minutes to complete the module.

Aims:
• To explore the differences between a team and work group.
• To help participants identify when a team or group is required.

Group Size:
This module is suitable for use with most workshop/courses but is not recommended for use where the group has more than 25 participants (e.g., conferences).

Useful For:
Teams, work groups and/or their leaders who wish to explore the current organisation and management of the group.

You'll Need:
Nothing other than the materials provided.

Notes:
This module can be usefully followed by the following modules:
• Creating a Shared Vision.
• Achieving a Shared Vision.

It can also be a useful inclusion in any training intervention around remote teams.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 40 minutes for this module.

Aims:
• To help participants understand the impact of their behaviours on others and the part they can play in developing and improving difficult relationships at work.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Everyone who interacts with others at work.

You'll Need:
• 2 different colour pens for each participant (to complete the handout).

Notes:
A great exercise to demonstrate our role in conflict with others. It’s designed to help anyone reflect on how to improve their workplace relationships, not just those who are in conflict. It is also a useful addition to Emotional Intelligence training.

We do recommend that you practice reading Flenda’s Tale aloud a couple of times before using this exercise.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercise in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 45 minutes to complete this module.

Aims:
• To encourage participants to communicate effectively in order to gather all the information available.
• To encourage participants to think about how they communicate.
• To encourage participants to work co-operatively to solve a shared problem.

Group Size:
The optimum number of participants for this exercise is 8, however it can be used with fewer. If you have more than 15 in your group, split them into teams.

Useful For:
Staff at all levels.

You'll Need:
Nothing, other than the materials provided.

Notes:
This communication exercise is based on a logic puzzle.

You will need a minimum of 8 participants, which is the optimum number for the exercise. However, we have included additional Gossip Cards that enable the exercise to be used in groups of up to 15. (If you have more than 15 in your group, split the group into teams of 8 or more and get each team to complete the exercise separately.)

Please note that where there are more than 8 participants in a team some of the ‘gossip’ will be duplicated.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.

Aims:
• To explore the difference between Assertive Behaviour and more Passive or Aggressive approaches.
• To understand how to deal assertively with internal customers and colleagues.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Anyone.

You'll Need:
• Nothing other than the materials provided.

Notes:
Before running this activity, review the scenarios in Handout 2 and decide what you think is the appropriate action for your participants to take.

There are two versions of this module – this one for internal customers and another where the examples are focused on external customers.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercises in this module will take about 35 minutes to complete. In total, allowing for discussion, we recommend allowing 50 minutes to complete this module.

Aims:
• To identify improvements that can be made.
• To identify things that need to be taken into consideration when planning continuous improvement activities.
• To plan one improvement that can be implemented in the workplace.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library called Planning an Improvement.

Time:
This game can be played in about 30 minutes. In total, allowing for discussion and evaluation, we recommend allowing 60 minutes.

Aims:
• To encourage discussion about customer service.
• To identify common pitfalls to avoid in relation to customer service.
• To highlight and share best practices for satisfying and delighting customers.

Skills and Behaviours Tested:
Customer care, communication skills, teamwork and collaboration, creative thinking and problem solving.

Group Size:
In this exercise participants can play individually, although we recommend they play in pairs/small teams.

Useful For:
Staff at all levels especially those in a customer facing role.

You'll Need:
• A counter for every team.
• Dice.
• A 'Pitfalls and Trampolines' game board and a set of Pitfall cards and Trampoline cards for each game in play.

Notes:
Pitfalls and Trampolines is a fun board game. It can be used at any point within a training event, but is perhaps most useful as a tool for reviewing key learning points and for sharing knowledge and ideas.

Some of the cards may not be applicable to your participants so, before starting the exercise, review all of the Pitfalls and Trampolines cards and remove any that aren’t relevant.

Endorsed by The National Association of School-Based Teacher Trainers, NASBTT.

Time:
The exercise in this module can be completed in about 35 minutes. In total, allowing for discussion, we recommend allowing about 70 minutes for this module.

Aims:
• To consider issues around communicating your project plan effectively and to create a communication plan.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Anyone who needs to set up and/or commission and/or manage projects.

You'll Need:
Nothing other than the materials provided.

Notes:
This is the third module in the Project Planning series. The first two modules must be run before this one.

If you are running this on a different date from the first two modules it would be sensible to remind participants to bring their completed project plan, risk analysis and contingency planning documents to this session.

As with the previous sessions, you will probably need several copies of the handout per participant so make sure you have enough printed.

Time:
The exercises in this module take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 50 minutes to complete this module.

Aims:
• To explore the background issues that affect remote teams.
• To help participants recognise the challenge of working collaboratively when geographically separated.
• To show the importance of establishing clear guidelines at the start of any project to ensure success.

Group Size:
This module is suitable for use with groups of up to 25 participants. We do not recommend it for very large groups.

Useful For:
Those responsible for managing Remote Teams and those who currently work in Remote Teams. It is also particularly well suited to those that are about to start working remotely.

You'll Need:
• At least one set of the Rules for Remote Teams cards (larger groups will need multiple sets of these cards). You might like to laminate these so that they can be used again.

Notes:
This module is an excellent follow on to Working in Remote Teams.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
The exercise in this module will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 40 minutes to complete this module.

Aims:
• To identify the benefits and dangers of internal customer care programmes.
• To reach agreement on how to define internal customer care as a desirable goal.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 25 minutes for this module.

Aims:
• To demonstrate the emotions we can experience when going through the process of change and allow participants to explore those feelings in a safe environment.

Group Size:
This module can be used with groups of almost any size.

Useful For:
Staff at all levels.

You'll Need:
• A short sleeved t-shirt to use in the demonstration.
• A t-shirt for each of your participants. (We suggest asking them to each bring a t-shirt of their own.)
• Flipchart paper and pens.

Notes:
You will need to spend time practising the t-shirt folding yourself prior to running this exercise so that you can demonstrate the technique quickly and effectively. It should only take 15-20 minutes practice.

This website is great to help you to learn the technique: www.wikihow.com/Fold-a-T-Shirt-in-Two-Seconds.

Time:
The exercise in this module will take about 55 minutes to complete. In total, allowing for discussion, we recommend allowing 75 minutes to complete this module.

Aims:
• To explore the concept of an internal service chain.
• To give participants the opportunity to map an internal service chain and identify critical internal relationships.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 40 minutes for this module.

Aims:
• To demonstrate how our own beliefs, values and past experiences affect how we perceive people and situations.
• To raise awareness of how often unconscious bias impacts upon our perceptions of others.
• To understand the impact of unconscious bias on our interactions with others and the decisions we take.

Group Size:
This module can be used with groups of almost any size.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
If using this exercise with very large groups, place participants into pairs.

Unconscious bias can apply to a range of topics and can be included in training on Recruitment, Equal Opportunities, Customer Service and Performance Management, etc.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Time:
This game can be played in about 10 minutes. In total, allowing for discussion and evaluation, we recommend allowing 30 minutes.

Aims:
• To demonstrate the importance of teamwork.
• To show how, by working together, we have the potential to achieve more.
• To encourage participants to consider the dangers of an overly competitive workplace culture.

Skills and Behaviours Tested:
Teamwork, collaboration, leadership, avoiding assumptions and problem solving.

Group Size:
A minimum of 2 participants are required for this exercise.

Useful For:
Staff at all levels.

You'll Need:
• A ‘The Wheel’ game board for each team.
• One die and counter for every game board in play.
• Prizes. (For example, a pile of wrapped sweets, or mini chocolate bars.)

If playing the alternative version of the game you’ll need up to a maximum of 8 counters for every game board in play.

Notes:
This module provides a superb introduction to any training around teamwork and co-operation/collaboration, and has been used successfully with participants at all levels within an organisation, from junior clerical staff to directors. It also provides an ideal introduction to training around the service chain, and internal customer care.

Time:
The exercise in this module can be completed in about 10 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To reflect on the impact words and actions can have on others.
• To understand that the impact our words and actions have may be invisible to us.

Group Size:
This module can be used with groups of almost any size.

Useful For:
Staff at all levels.

You'll Need:
• A red sweet and a green sweet for each participant. (You can use other colours if you prefer as long as you use two colours and each participant has one of each.)
• A shallow basin with a little water covering the bottom.

Notes:
Be aware that some participants might not be able to eat sweets if, for example, they are diabetic.

Time:
The exercise in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.

Aims:
• To discover how to apply SMART when agreeing objectives for team members.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Participants with managerial responsibility, or those who will have imminently.

You'll Need:
• You may wish to have some spare copies of the Action Plan sheets included in the handout, in case participants have lots of ideas they wish to document.

Notes:
This exercise follows on from Objectives – The SMART Way and is designed for managers who need to set objectives for team members.

If you’re confident that participants already know SMART it can be run as a standalone exercise. However, we’d always recommend recapping on the five elements of SMART before beginning this module.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library called SMART Objectives - Practice.

Time:
The exercises in this module can be completed in about 80 minutes. In total, allowing for discussion, we recommend allowing about 130 minutes for this module.

Aims:
• To help participants prepare for and conduct conversations they find difficult.

Group Size:
This module is suitable for use with groups of up to about 25 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
This module helps participants to understand what makes difficult conversations ‘difficult’ and encourages them to think about how they approach such conversations.

Remote/Virtual Delivery:
Due to the length of this module, we’ve broken it down into a series of activities for Remote Delivery – Difficult Conversations 1-4.