The following are from
"The Big Book of Customer Service Training Games"
by Peggy Carlaw & Vasudha K. Deming
ISBN-10: 0070779740
"Let me tell you what I can do"
This activity teaches customer service employees what to say and do when they have to turn
down a customer's request or deliver other bad news. When you can't fulfill the customer's
request: 1. Explain the reason 2. Show empathy 3. Let the customer know what you CAN do
(offer an alternative solution). Ask participants to brainstorm situations in which they have to
say "no" to their customers. Have participants work in small groups and use the three steps to
craft responses. Ask participants to share their responses with the rest of the group.
"And How's the Weather"
Supplies: 7-10 photographs of people in everyday life situations, not famous or recognizable
people. Discuss techniques for building rapport: 1. Use the customer's name 2. Say "please"
and "thank you" 3. Explain your reasons for saying no 4. Show your interest in the customer's
needs 5. Be empathetic to the customer's feelings 6. Let the customer know his or her option.
Practice picking up clues from customers that can help them build a strong rapport. Study the
pictures and come up with statements they might use to make pleasant, light conversation with
customers. Each statement should have some relevance to the photograph. (i.e.: picture of a
man in a Denver broncos shirt with 3 children... How old are your children? Broncos fan - what
do you think about the upcoming season?
"Service Spoken Here"
Put participants in groups of 3 or 4. Tell groups to imagine that they made the rules regarding
what could be done for your customers. Ask them what measures - small or large - they might
take to serve their customers better. Be specific: instead of "I wouldn't make them wait so
long," say "I'd guarantee a hold-time of no more than 2 min." give each group a blank sheet of
paper to record their thoughts. Report the results of the brainstorming. Determine which ideas
can be implemented right away and ask participants to put them into practice.
"Make it Personal"
This game serves as a gimmick to make participants realize that there are literally hundreds of
ways they can offer good service to customers. Each participant uses the letters of his/her name
to inspire service-oriented actions.
Be
Motivated to serve
Ask if there's anything else I can do for them
Respect their needs
Don't Yodel in the customer's presence