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Customer Service Icebreakers and Energisers

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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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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:
The exercise in this module will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes to complete this module.

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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Customer Service Word Search

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.

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Getting to Know You! - Customer Service

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.

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