The great telephone customer service game

IN THIS MODULE:

The “Telephone Customer Service” card game – a fun on-your-feet game with delegates competing to win prizes by offering the best customer service solutions.

AIMS:

• To learn about the different ways in which we communicate over the telephone.
• To develop an understanding of phone etiquette and the mistakes we make on the phone.
• To understand how we can make an impact without being physically present.

TIME

This exercise will take approximately 1 hour and 30 minutes. If you wish to reinforce the skills and provide plenty of discussion time, you can extend this to a 2 hour+ session as the game can be played again and again.

Group Size:

Ideally, 4-12 people per session.

USEFUL FOR:

Staff of all levels, who have customer service responsibility.

YOU’ll NEED

• A copy of your own internal policy on telephone etiquette if you have one.
• Trainer packs and handouts – optional PowerPoint included.
• 13 felt pads & 1 giant coloured dice – source your own or select “training materials plus activity cards, pads & dice” to receive items through the post.
• 6 sets of “telephone customer service” activity cards & 8 “we want to win” activity cards – PDF version to print yourself included with “training materials only” or select “training materials plus activity cards, pads & dice” to receive items through the post.

IMPORTANT NOTE:

If sourcing your own items, the colours on the dice must match the colours on the telephone customer service cards otherwise the exercise won’t work.

SEE SAMPLE FROM THIS MODULE