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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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I used 'course introduction' with a group on a departmental awayday. This really focused participants on the rationale for the day and allowed the groundrules to be discussed in a way that wouldn't have happened otherwise. The 'expectations of each other' allowed discussion of acceptable and desirable behaviour to be clearly stated in a department where several staff members are overbearing and dominatiing in such meetings usually. The main content of the day was more fruitful once this had happened.
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Serena Yeo
rated this item with 4 stars.
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Time:
In total we estimate this exercise will take 20 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:
• 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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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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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.
Label
| Reviews |
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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Time:
In total we estimate this exercise will take 15 minutes.
Aims:
• To identify some of the key themes participants will be exploring in the forthcoming training around customer service.
About
Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 15 minutes for completion.
Aims:
• To identify some of the key themes participants will be exploring in the forthcoming training around customer service.
Group Size:
This module is suitable for use with groups of almost any size.
Useful For:
Anyone attending a course or workshop that focuses on customer service.
You'll Need:
• A printed copy of the large (A3) Trainer version of the Word Search grid provided, affixed to a flipchart.
Notes:
A small prize for the winning team would be nice, though not essential.
Label
| Reviews |
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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Time:
In total we estimate this exercise will take 25 minutes.
Aims:
• To demonstrate the importance of asking the right questions when trying to understand another’s perspective.
About
Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 25 minutes for completion.
Aims:
• To demonstrate the importance of asking the right questions when trying to understand another’s perspective.
Group Size:
This module can be used with groups of almost any size.
Useful For:
Anyone.
You'll Need:
• Drawing equipment for your participants.
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This is such a good activity, fun and makes for really effective learning. I used this as part of a training course to encourage phone based customer service people to ask more questions to build company brand awareness and spot opportunities to pass to sales.
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Clare Bell
rated this item with 5 stars.
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This is such a good activity, fun and makes for really effective learning. I used this as part of a training course to encourage phone based customer service people to ask more questions to build company brand awareness and spot opportunities to pass to sales.
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Clare Bell
rated this item with 5 stars.
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I used this virtually with a team as an icebreaker at the start of a course around successful business partnering. It worked really well to get people to think about the types of questions they need to ask their stakeholders. Great exercise!
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Elaine Stephens
rated this item with 5 stars.
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This is a great exercise for demonstrating the importance of thinking about the types of question you need to ask to get the information you need. It is also a fun activity, highly engaging and a great way to get energy levels back up during a session.
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Louise Ramsey
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 25 minutes.
Aims:
• To explore the different experiences of customer service of fellow participants.
• To understand the impact good and bad customer service has on individuals.
• To understand the impact building rapport has on customers.
About
Time:
This exercise will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing about 25 minutes for completion.
Aims:
• To explore the different experiences of customer service of fellow participants.
• To understand the impact good and bad customer service has on individuals.
• To understand the impact building rapport has on customers.
Group Size:
This module can be used with groups of up to 20 participants.
You'll Need:
• Nothing other than the materials provided.
Label
| Reviews |
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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Time:
In total we estimate this exercise will take 25 minutes.
Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To reflect on the impact good and bad customer service has on other customers.
About
Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 25 minutes for completion.
Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To reflect on the impact good and bad customer service has on other customers.
Group Size:
This module can be used with groups of up to 25 participants.
Useful For:
Staff at all levels, especially those in a customer-facing role.
You'll Need:
• Nothing other than the materials provided.
Notes:
This exercise can be run as a stand-alone session or you can follow it up with LACE – Handling Unhappy Customers .
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
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This is such an engaging and thought provoking activity. It is brief but really impactful and went down really well in a customer service workshop I was running. The scenario is realistic and highlights the complexity of different stakeholders, which working for a regulator dealing with complaints, is something we see regularly with stakeholders who hold varying opinions. Participants in the workshop were engaged and enjoyed this interactive ice breaker, opening their eyes to the importance of empathetic engagement, especially in an era where negative experiences can quickly escalate on social media, causing reputational harm. The key takeaway is that customer service is more than just 'the customer is always right' but about being able to truly empathise with different stakeholders and make them feel understood. This was the theme and message of my training session on how colleagues can support complainants in their roles, and those being complained about, without taking sides. So, it set the scene perfectly for the rest of the session. Thank you!
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Tom Eustice
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 25 minutes.
Aims:
• To reflect on how effective communication relies on more than words.
About
Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 25 minutes for completion.
Aims:
• To reflect on how effective communication relies on more than words.
Group Size:
This module can be used with groups of almost any size.
Useful For:
Anyone.
You'll Need:
• A flipchart and a set of coloured flipchart pens (see the image in the Handout for the required colours to include in the set of pens).
Label
| Reviews |
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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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