Customer Service Icebreakers and Energisers

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.

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.

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.

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.

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.

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.

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.

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).