Try it Out:
The Easy Way
Purpose: To
illustrate that environment is important in customer service. All
else being equal, people will choose to be in a place where they are
comfortable.
Goal: To
increase awareness of creating and maintaining a customer‐friendly environment.
Materials
Needed: Masking Tape, Watch with a Second Hand
Directions: Divide
the training room into four quadrants using masking tape. Have the participant
count off one, two, three, four, one, two, three, etc. Put each group into
the quadrant that corresponds to their respective number. Assign the following
actions to each group: (1) Talking nonstop without listening. (2) Repeatedly
touching or trying to touch your toes. (3) Repeating the alphabet. (4) Having
normal conversation. Explain that you will ask each group to engage in the
actions described. Then, after 30 seconds have passed, people may
choose a different quadrant. After 30 more seconds you will announce
another switch. Play the game for five minutes calling time for a switch
every 30 seconds. The only rule is that participants must be in each
box once. After spending time in each box, they may choose to
continue moving or just select a box to stay in.
Debrief:
You should discover that by the end of the game, most people are in the fourth
box. The learning point here is all else being equal, customers will
choose to be in the environment that is easiest and most pleasant for them. What
can the group do for customers to improve the environments in which they
provide service? Are there practices currently in place that
customers find irritating?
Time: 20
Minutes
Standards, Please!
Purpose: To
illustrate the importance of consistency and following service standards.
Goal: To
instill an appreciation for having rules and an understanding of why they are
important to follow.
Materials
Needed: None
Directions:
Line everyone up on one side of the room. Explain that the goal is
to reach the other side of the room. To do so, participants must meet certain
criteria that you call out. For example, “Take three steps forward if you
are wearing red.” Give about three instructions such as that one. Then,
on the fourth round, select some of the people from the back and move them to
the front. Select some from the front and move them back several steps. Continue
to play the game in this way until someone reaches the other side.
Debrief:
Ask participants if they took the game seriously? Most will probably
tell you no, and that they did not because the rules were unfair and
unpredictable. Ask participants if they enjoyed the game. Most again
will probably tell you no. From there, transition into a discussion about
service standards. Working in small teams, have the group create a
list of the benefits of having service standards in place. You should expect to
see answers such as “standards help employees and customers know what to
expect, and they give something by which behavior can be measured.” Or,
“Standards help organizations to be fair and
consistent.”
Time: 15
Minutes