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Pitfalls and Trampolines - Customer Service


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

• 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.

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.

Endorsed by The National Association of School-Based Teacher Trainers, NASBTT.


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