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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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Course Introduction - A Basic Introduction to Training Events

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.

Downloads
Available to Essential
Trainer Notes
Handout
Handout (Word)

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Trainer Notes (Word)

Counts as 1 download.

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Customer Experiences 1

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.

Downloads
Available to Essential
Trainer Notes

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Trainer Notes (Word)

Counts as 1 download.

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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.

Downloads
Available to Essential
Trainer Notes

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Trainer Notes (Word)

Counts as 1 download.

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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.

Downloads
Available to Essential
Trainer Notes
A3 Trainer Copy
Handout

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Trainer Notes (Word)

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Drawing Upon Questions - Getting a Clear Picture

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.

Downloads
Available to Essential
Trainer Notes
Handout

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Trainer Notes (Word)

Counts as 1 download.

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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.

Downloads
Available to Essential
Trainer Notes
Handout
Handout (Word)

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Trainer Notes (Word)

Counts as 1 download.

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The Shoe Shop - A Customer Service Dilemma

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.

Downloads
Available to Essential
Trainer Notes
Brief

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Trainer Notes (Word)

Counts as 1 download.

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Verbal Shape Challenge - Do We Need More Than Words?

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).

Downloads
Available to Essential
Trainer Notes
Handout
PowerPoint

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Trainer Notes (Word)

Counts as 1 download.

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