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Internal Customer Care Icebreakers and Energisers

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Outstanding customer care, whether internal or external, is simply good business and providing excellent service to external customers is dependent upon effective internal customer service. Our activities help participants understand the importance of excellent communication and a shared vision to enable everyone to work cooperatively and productively together to achieve common goals.

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Course Introduction - A Basic Introduction to Training Events

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To welcome the participants.
• To introduce the facilitator(s) and participants to each other.
• To introduce the facilities.
• To agree the course objectives and timetable.

About

Time:
This exercise will take about 25 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes for completion.

Aims:
• To welcome the participants.
• To introduce the facilitator(s) and participants to each other.
• To introduce the facilities.
• To agree the course objectives and timetable.

Group Size:
This module is suitable for use with groups of almost any size.

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

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Handout

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Customer Experiences 1

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To encourage participants to consider their experiences as a customer.
• To identify ways in which poor customer service could have been improved.
• To briefly consider the impact of poor customer service.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To encourage participants to consider their experiences as a customer.
• To identify ways in which poor customer service could have been improved.
• To briefly consider the impact of poor customer service.

Group Size:
This module is suitable for use with groups of up to 20 participants.

You'll Need:
• You will need a series of cards (or pieces of paper); some need to be marked with a cross, others with a tick and the rest with a dash (-). You will need one card for each participant.

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Customer Experiences 2

Time:
In total we estimate this exercise will take 20 minutes.

Aims:
• To consider the impact poor customer service can have on an organisation's reputation.

About

Time:
This exercise will take about 10 minutes to run. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

Aims:
• To consider the impact poor customer service can have on an organisation's reputation.

Group Size:
This module is suitable for use with groups of up to 20 participants.

You'll Need:
Flipchart paper and pens.

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Introductions - Learning About Other Participants

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To encourage participants to share information about themselves.
• To build rapport among participants.
• To start to identify core communication skills.
• To explore the use of the communication loop.

About

Time:
This exercise will take about 25 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes for completion.

Aims:
• To encourage participants to share information about themselves.
• To build rapport among participants.
• To start to identify core communication skills.
• To explore the use of the communication loop.

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

You'll Need:
• You might find it useful to pre-prepare a flipchart with the questions participants will be answering written on it.

Notes:
This exercise takes longer to run with larger groups.

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The Wheel - The Importance of Teamwork (Icebreaker)

Time:
In total we estimate this exercise will take 20 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.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.

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.

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

You'll Need:
• 1 game board, 1 die and 1 counter per team (with up to 8 participants in each team).
• Prizes of wrapped sweets/chocolates.

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Notes:
This exercise can be followed by The Wheel - The Importance of Teamwork (Review), found in the Review Activities section of Trainers' Library.

For a more challenging version of the exercise with more in-depth learning there's The Wheel - The Importance of Teamwork, found in the Team Building section of Trainers' Library.

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Game Board
Handout

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Where is This Team? (Icebreaker)

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To encourage the team to think about the team's strengths and weaknesses.
• To identify behaviour that the team needs to change.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes for completion.

Aims:
• To encourage the team to think about the team's strengths and weaknesses.
• To identify behaviour that the team needs to change.

Group Size:
This module is suitable for use with groups of up to 20 participants.

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

Notes:
This exercise is designed for teams that normally work together.

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