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Customer Service Course Modules

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Taking care of customers is one of the most important areas of business. The course modules in this section provide the essential materials, activities and games you will need to help your participants understand and improve their customer service skills.

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A Sign of the Times - Communicating Brand

Time:
In total we estimate this exercise will take 50 minutes.

Aims:
• To encourage participants to think about how and what they communicate to customers, using a slightly unusual perspective.
• To encourage participants to think about the language they use when communicating with customers.
• To show that all communication tells the customer something about the organisation, and that sometimes that’s not the intended message.
• To demonstrate how brand is affected by every piece of communication leaving the organisation.

About

Time:
The exercise in this module will take about 25 minutes to complete (but can be shortened if necessary). In total, allowing for discussion, we recommend allowing 50 minutes to complete this module.

Aims:
• To encourage participants to think about how and what they communicate to customers, using a slightly unusual perspective.
• To encourage participants to think about the language they use when communicating with customers.
• To show that all communication tells the customer something about the organisation, and that sometimes that’s not the intended message.
• To demonstrate how brand is affected by every piece of communication leaving the organisation.

Group Size:
This module is suitable for use with groups of almost any size (working in small teams of ideally fewer than 6 people).

Useful For:
Staff at all levels.

You'll Need:
In addition to the Sign of the Times cards provided, each team will need sheets of flipchart paper, marker pens and blu-tak. (You'll need to be able to fix the sheets to a wall when complete too.)

Notes:
This is a powerful exercise that really gets participants to think about the way organisations communicate. It is a useful addition to any customer service training but it is of particular use with groups that are responsible for brand and the way the organisation portrays itself to the outside world. This could be managers within the marketing department, branch managers, recruitment managers etc.

It is suitable for all types of organisation, including public and charitable bodies.

Please Note:
The Sign of the Times cards are a particularly large file (10mb) and may take a few minutes to download.

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An Alien Challenge - Getting the Questions Right

Time:
In total we estimate this exercise will take 45 minutes.

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

About

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.

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Barriers to Internal Customer Care

Time:
In total we estimate this exercise will take 50 minutes.

Aims:
• To identify the main barriers to internal customer care and ways of reducing or eliminating them.

About

Time:
The exercise 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 the main barriers to internal customer care and ways of reducing or eliminating them.

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.

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Breaking Out of Our Boxes

Time:
In total we estimate this exercise will take 40 minutes.

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

About

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.

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Communicating Without Body Language

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

Aims:
• To demonstrate the significance of body language in communication.
• To encourage participants to think about the difficulties the lack of body language creates when communicating by telephone.

About

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

Aims:
• To demonstrate the significance of body language in communication.
• To encourage participants to think about the difficulties the lack of body language creates when communicating by telephone.

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

Useful For:
Staff at all levels.

You'll Need:
• A blindfold for each participant.
These can be purchased from Trainers' Market.

Notes:
The subjects used in the exercise are deliberately controversial so it is advisable that you do not pair people together who you believe may struggle to get along together.

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CRM - A Plan for Dune Races

Time:
In total we estimate this exercise will take 75 minutes.

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.

About

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 15 participants.

Useful For:
Staff at all levels.

You'll Need:
A small prize for the winning team.

Notes:
This is one of a short series of modules that look at Customer Relationship Management (CRM) as a topic in its own right and is a useful follow on to 'Introducing CRM'.

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CRM - Customer Perspective

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To analyse a personal experience as a customer and identify the events which created a lasting impression.
• To consider what influences customers’ service expectations and why expectations differ.
• To discuss the impact of different expectations and experiences on Customer Relationship Management.

About

Time:
This exercise will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To analyse a personal experience as a customer and identify the events which created a lasting impression.
• To consider what influences customers’ service expectations and why expectations differ.
• To discuss the impact of different expectations and experiences on Customer Relationship Management.

Group Size:
This module is suitable for use with groups of up to 15 participants. It is not recommended for larger groups.

Useful For:
Staff at all levels.

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

Notes:
This is the first of a short series of modules that will look at CRM as a topic in its own right. In this first module, we look at what is meant by CRM and why it is important. The exercise looks at information required in order to start planning a customer relationship strategy.

Further modules on this subject include Introducing CRM, Using Data and the practical exercise based A Plan for Dune Races, which builds on Introducing CRM.

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CRM - Using Data

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To consider the importance of IT in a Customer Relationship Management (CRM) strategy.
• To introduce participants to predictive analytics and data mining.
• To consider how data can be used within the participants' organisation.

About

Time:
This exercise will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To consider the importance of IT in a Customer Relationship Management (CRM) strategy.
• To introduce participants to predictive analytics and data mining.
• To consider how data can be used within the participants' 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:
Nothing other than the materials provided.

Notes:
This is one of a short series of modules that look at CRM as a topic in it's own right.

Further modules on this subject include Introducing CRM, Using Data and the practical exercise based A Plan for Dune Races, which builds on Introducing CRM.

This module looks at the use of data as part of a customer relationship strategy. Such use must take account of the implications of the Data Protection Act and privacy laws. www.ico.gov.uk is the Information Commissioner's Office website, which is a great source of information about privacy and data protection legislation.

Overseas customers - the Data Protection Act is UK legislation that governs the way customer data is collected and stored - you may have similar legislation to consider.

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Customer Care - Dealing with Difficult Customers

Time:
In total we estimate this exercise will take 40 minutes.

Aims:
• To identify difficult customer behaviours and develop effective ways of managing them.

About

Time:
The exercise in this module will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 40 minutes to complete this module.

Aims:
• To identify difficult customer behaviours and develop effective ways of managing them.

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

Useful For:
Staff up to supervisor level.

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

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Dealing with Complaints

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To describe the benefits of dealing with complaints in a timely and effective manner.
• To consider some complaint scenarios and how these could be handled effectively.

About

Time:
The exercises in this module will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To describe the benefits of dealing with complaints in a timely and effective manner.
• To consider some complaint scenarios and how these could be handled effectively.

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

Useful For:
Staff up to supervisor level.

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

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Diamond or Glass? - A Customer Service Experience

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To illustrate the importance of customer service.
• To demonstrate how low-cost customer service improvements can benefit an organisation's reputation.
• To identify improvements that can be made to customer service within the participants' teams/organisation.

About

Time:
The exercises in this module will take about 40 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 low-cost customer service improvements can benefit an organisation's reputation.
• 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:
Nothing other than the materials provided.

Notes:
Most of us have stopped in hotels. These powerful exercises use those experiences to demonstrate how little things count when delivering customer service.

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Emotional Intelligence Part 2 - Awareness of Others and Empathy

Time:
In total we estimate this exercise will take 100 minutes.

Aims:
• To develop an understanding of the importance of awareness of others, the second strand of emotional intelligence.
• To allow participants to practice empathy as a skill.

About

Time:
The exercises in this module can be completed in about 50 minutes. In total, allowing for discussion, we recommend allowing about 100 minutes for this module.

Aims:
• To develop an understanding of the importance of awareness of others, the second strand of emotional intelligence.
• To allow participants to practice empathy as a skill.

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

Useful For:
Staff at all levels.

You'll Need:
Nothing other than a flipchart, pens and the handouts provided.

Notes:
It is important to have an understanding of emotional intelligence and the effects of discussing it with a group of participants. You will find Mike Bagshaw’s Article in Trainers’ Library useful for this.

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Half Full? - Optimism and its Importance

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

Aims:
• To encourage participants to consider their attitude.
• To encourage discussion around optimistic versus pessimistic outlooks.
• To recognise the impact that attitude has on performance.
• To enable participants to identify personal traits that might be holding them back.
• To encourage leaders to consider how they might deal with negative attitudes in their team.

About

Time:
The exercise in this module will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.

Aims:
• To encourage participants to consider their attitude.
• To encourage discussion around optimistic versus pessimistic outlooks.
• To recognise the impact that attitude has on performance.
• To enable participants to identify personal traits that might be holding them back.
• To encourage leaders to consider how they might deal with negative attitudes in their team.

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.

Notes:
This module provides an excellent opportunity, when working with a wide range of participants, to consider how attitude can impact on performance. Topics where the inclusion of a module looking at optimism/pessimism might be beneficial include:
• Managing change.
• Problem solving and decision making.
• Customer service.
• Selling skills.
• Leading a team.
• Strategic leadership.
• Communication skills.
• Planning and scheduling.

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Happy Holidays - An Exercise in Customer Service

Time:
In total we estimate this exercise will take 50 minutes.

Aims:
• To demonstrate the importance of exploring customers' needs through questioning, listening and checking understanding.

About

Time:
The exercise in this module will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 50 minutes to complete this module.

Aims:
• To demonstrate the importance of exploring customers' needs through questioning, listening and checking understanding.

Group Size:
For this exercise you will need groups of 4 or 6. Where necessary make up the numbers by participating yourself. Where you have more than 6 participants, run the exercise concurrently in more than one place.

Useful For:
Staff up to team leader.

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

Notes:
This exercise can form a useful part of any training for those new to a sales role. It encourages participants to focus on the needs of the customer, rather than their own sales patter.

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Introducing CRM - Customer Relationship Management

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To define and briefly explore the concept of Customer Relationship Management.
• To consider the types of data that helps organisations manage their customer relationships and where this can be found.

About

Time:
The exercises in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To define and briefly explore the concept of Customer Relationship Management.
• To consider the types of data that helps organisations manage their customer relationships and where this can be found.

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

Useful For:
Staff at all levels.

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

Notes:
This is the first of a short series of modules that look at Customer Relationship Management (CRM) as a topic in its own right. In this first module we look at what is meant by CRM and why it is important. The exercise looks at information required in order to start planning a customer relationship strategy.

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One Hump Or Two? - An Introduction to Continuous Improvement

Time:
In total we estimate this exercise will take 50 minutes.

Aims:
• To provide a basic understanding of continuous improvement as a process and management tool.
• To place continuous improvement in context through a participatory exercise.

About

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

Aims:
• To provide a basic understanding of continuous improvement as a process and management tool.
• To place continuous improvement in context through a participatory exercise.

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

Useful For:
Staff at all levels.

You'll Need:
Old newspapers and sticky tape.

Notes:
You will need a large pile of old newspapers and some reels of sticky tape for this exercise.

You will also need to have made one "standard design" camel from folding or scrunching newspaper and using sticky tape.

This camel should have discernible legs, a head and a hump; but does not have to be a work of art! The participants need to be able to roughly copy it (note - the exercise is about improving upon the original). Finally you need to make a baton from newspaper, which will be used to bat the camel along in the camel races.

You will also require space to set up a track - this can usually be achieved by safely moving tables and chairs to the sides of the room.

You may wish to have a supply of small prizes available for the camel race winners.

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Pitfalls and Trampolines - Call Centres and Telesales

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To examine common problems/conundrums associated with call centres and telesales and discuss ways of overcoming these.
• To highlight and share best practices and tips for making calls successful.

About

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

Aims:
• To examine common problems/conundrums associated with call centres and telesales and discuss ways of overcoming these.
• To highlight and share best practices and tips for making calls successful.

Skills and Behaviours Tested:
Telesales and telephone skills, customer service, communication skills, effective questioning, building rapport, 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.

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

Complete Game Packs are now available to buy from
Trainers' Market.

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 Trampoline cards and remove any that aren't relevant.

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Pitfalls and Trampolines - Customer Service

Time:
In total we estimate this exercise will take 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.

About

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.

Complete Game Packs are now available to buy from
Trainers' Market.

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.

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Responding to Letters of Complaint

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To encourage participants to think about the importance of letters of complaint.
• To provide a simple model for drafting an appropriate response to letters of complaint.
• To provide an opportunity for participants to practise writing responses to letters of complaint.

About

Time:
The exercises in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To encourage participants to think about the importance of letters of complaint.
• To provide a simple model for drafting an appropriate response to letters of complaint.
• To provide an opportunity for participants to practise writing responses to letters of complaint.

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

Useful For:
Staff up to supervisor level.

You'll Need:
Example letters of complaint.

Notes:
We have provided 4 fictional letters of complaint, which can be used if real examples can't be made available, (together with a suggested response to each) but the exercise will probably be of more benefit if participants can draft responses to complaints that are relevant to their team/department/organisation.

We recommend therefore that for the practical element of this module, you gather some examples of letters of complaint received by your organisation. You should pre-prepare these by removing any information that identifies the customer and/or a particular member of staff.

Before running this module, please familiarise yourself with the handout and make sure you understand the structure used. The suggested responses to our fictional letters of complaint will help in your preparation.

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The Case for Internal Customer Care

Time:
In total we estimate this exercise will take 45 minutes.

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.

About

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 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 15 participants.

Useful For:
Staff at all levels.

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

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The Hotel Booking – A Customer Service Experience

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To show the importance of empathy when dealing with angry customers.
• To demonstrate that it is not just the solution, but the way the solution is delivered that affects the customer's view of the service they received.
• To provide participants with an opportunity to consider a real customer experience and to identify areas for improvement in the way it was handled.

About

Time:
The exercise in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To show the importance of empathy when dealing with angry customers.
• To demonstrate that it is not just the solution, but the way the solution is delivered that affects the customer's view of the service they received.
• To provide participants with an opportunity to consider a real customer experience and to identify areas for improvement in the way it was handled.

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

Useful For:
Staff at all levels.

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

Notes:
Trainers' Library would like to thank Jo Downes for her help in writing this module.

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The Internal Service Chain

Time:
In total we estimate this exercise will take 75 minutes.

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.

About

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.

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Trouble at the Inn - Managing Poor Performance

Time:
In total we estimate this exercise will take 180 minutes.

Aims:
• To encourage participants to consider different approaches to improving poor performance, and the relative merits of those different approaches.
• To encourage participants to think about appropriate timescales over which they might expect to improve performance and standards.
• To consider the implications of not taking action to improve poor performance.

About

Time:
This exercise will take about 80 minutes to complete. In total, allowing for discussion, we recommend allowing 180 minutes to complete this module.

Aims:
• To encourage participants to consider different approaches to improving poor performance, and the relative merits of those different approaches.
• To encourage participants to think about appropriate timescales over which they might expect to improve performance and standards.
• To consider the implications of not taking action to improve poor performance.

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

Useful For:
Managers.

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

Notes:
There are two different versions of the team brief for this exercise.

For junior managers we recommend using version 1, which contains a list of actions that the managers could consider when dealing with the issues of poor performance.

For more experienced managers, we recommend using version 2, which does not provide any clues about the type of action they could take and encourages them to come up with their own solutions.

This module is ideally suited for inclusion in training around managing change.

You can reduce the amount of time needed for this module by approximately 30 minutes by not requesting a formal presentation and simply asking each team instead to talk through its proposed actions.

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What is Excellent Service?

Time:
In total we estimate this exercise will take 45 minutes.

Aims:
• To identify the characteristics of excellent customer care by identifying what poor, mediocre and excellent customer care consists of.

About

Time:
The exercises in this module will take about 25 minutes to complete. In total, allowing for discussion, we recommend allowing 45 minutes to complete this module.

Aims:
• To identify the characteristics of excellent customer care by identifying what poor, mediocre and excellent customer care consists of.

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

Useful For:
Staff up to supervisor level.

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

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Why Do I Always Get Them - Notes Supporting the Glasstap Film

Time:
In total we estimate this exercise will take 115 minutes.

Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To encourage participants to consider the behaviours that those who deliver good customer service demonstrate.
• To consider strategies for avoiding or managing customer conflict.

About

Time:
The exercise in this module can be completed in about 60 minutes (including the time required to view the training film). In total, allowing for discussion, we recommend allowing about 115 minutes for this module.

Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To encourage participants to consider the behaviours that those who deliver good customer service demonstrate.
• To consider strategies for avoiding or managing customer conflict.

Group Size:
This module can be used with groups of up to about 15 participants, as long as suitable projection facilities are available to give everyone a clear view of the training video.

Useful For:
Anyone in a customer facing role.

You'll Need:
• A computer with internet connection and a means of connecting to a screen.

Notes:
This module is designed to accompany the Glasstap film, ‘Why Do I Always Get Them?’

This exercise involves a look at customer service, particularly in relation to face-to-face contact, managing difficult situations and conflict.

If your level of membership doesn’t include the option to stream this video, you can purchase a digital copy from Trainers' Market.

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Wrong Message, Poorly Written

Time:
In total we estimate this exercise will take 90 minutes.

Aims:
• To help participants identify what is wrong with a real example of a 'customer service' email.
• To encourage participants to think about the key messages the company intended to deliver to its customers.
• To recognise the impact that poor grammar and punctuation has on a writer's credibility.
• To rewrite the email, delivering the key messages in an appropriate, effective manner.

About

Time:
The exercises in this module will take about 60 minutes to complete. In total, allowing for discussion, we recommend allowing 105 minutes to complete this module.

Aims:
• To help participants identify what is wrong with a real example of a 'customer service' email.
• To encourage participants to think about the key messages the company intended to deliver to its customers.
• To recognise the impact that poor grammar and punctuation has on a writer's credibility.
• To rewrite the email, delivering the key messages in an appropriate, effective manner.

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

Useful For:
Supervisors and above.

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

Notes:
This module is particularly valuable because it is based upon a genuine email which was distributed to an internet hosting company's customers. It contains important lessons about culture, customer service, and writing skills. It can also be used to prompt discussion about the damaging effects of poor communication.

For the purposes of this exercise we've shortened the original email by removing a few of the more technical paragraphs.

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Wrong Standard - Examination of a Real 'Standard Letter'

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To help participants identify what is wrong with a (real example) of a 'customer service' letter.
• To encourage participants to think about the key messages the company intended to deliver to its customers.
• To recognise how one badly constructed letter can lose a customer.

About

Time:
The exercise in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To help participants identify what is wrong with a (real example) of a 'customer service' letter.
• To encourage participants to think about the key messages the company intended to deliver to its customers.
• To recognise how one badly constructed letter can lose a customer.

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

Useful For:
Staff at all levels, and especially people working in finance and/or customer services.

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

Notes:
This module is suitable for staff at all levels; especially those involved in financial and/or customer services. The example shows a letter that is confusing and pretentious, both in its layout and in its content. The writer of this letter should be aiming to regain - even increase - business from this customer. In the letter's current format it is highly unlikely that this will be achieved.

This exercise would also be useful to develop a conversation in an organisation about its standard letters, which are often carelessly written and should be regularly examined and revised.

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