GAME #56: Real-World Examples
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Game Categories:
Opener Energizer Communication
Team-building Review Topical: Customer Service
❖ Purpose: To show participants in service training classes the benefit to the customer of using proper customer service techniques.
❖ Time Required: 15 minutes.
❖ Size of Group: 10 to 15.
❖ Materials Required: A questionnaire, prepared in advance by the trainer. ❖ The Exercise in Action: Linda Lorino, training coordinator of insur- ance operations with Provident Mutual Life Insurance Co., Philadelphia, says a before-and-after exercise she uses in her customer service classes serves a dual purpose: It acts as a review of techniques discussed in class, and it lets people see the benefit to the customer of using proper customer service techniques. When participants enter Lorino’s classroom for a half-day session on customer service training, she gives them a questionnaire (Figure 1) that asks them to recall a situation, good or bad, when they were a customer and how that incident changed their relationship with the business (Lorino completes one, too).
Figure 1: Customer Relations
Think of a situation (good or bad) when you were a customer. Briefly write down:
• Where and when did the situation occur?
What happened?
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• How did you feel at the end of the situation? • If your feelings changed, what made them change?
• Did it affect your relationship with the business? (For example, did you decide you would definitely return to this business, or did you decide you would never return to this business? Or did you leave the situation feeling that it made no difference to you whether you use this particular business or a different one in the future?)
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