Customer Service Week Resources

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CanStruction

Description

This activity is based on the CanStruction activity at Kansas City Life. The goals of the activity were to encourage teamwork, have fun, and collect much needed food for a local food pantry. Click to see how Kansas City Life combined teambuilding and community service.

Materials

Each team is responsible for providing the canned goods for this activity. All materials are donated to a local food pantry when the activity is completed.
Prizes for 1st, 2nd, and 3rd place winners
CSW Scratchers for all participants

Directions

First choose a food pantry to support. Next ask all team members to scour their kitchens for canned items to donate. The food pantry may have a list of most urgently needed items that you can request.

Next divide your group into teams of five to seven people. Then divide the donated cans so that each team has roughly the same number.

When the teams are assembled explain that they will have two days to create a sculpture made entirely from cans. Teams may trade cans, or bring in additional cans, but everything is donated at the end.

When the work is completed, invite the group to view all of the CanStructions. Announce the first, second, and third place winners or allow the group to vote for their favorites.

Discussion

As you view each CanStruction, ask the team to explain their work and the process they used to arrive at the design.

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Cake Decorating, Nail it or Fail it!

Description

If your group loves the Netflix series Nailed It!, they will love this variation on the classic Customer Service Week Cake Decorating activity.

As in the TV show, individuals or teams will work to recreate an elaborately decorated cake or cupcakes.

Materials

Each team will need a selection of items based on the specific design.
Prizes for 1st, 2nd, and 3rd place winners
CSW Scratchers for all participants

Directions

Prepare a workspace and a set of materials for each team. Or if you can’t have all teams working at the same time, have them rotate through the work area.

Divide your group into teams of three to five people.

When your teams are assembled, explain that they will be decorating their cakes or cupcakes to mirror the sample provided. This is the “Nail It or Fail It” challenge from the TV show.

Provide the time frame for the project based on the complexity of the design. Twenty minutes should be ample for most challenges.

When time is up, invite the group to view all of the cakes. Announce the first, second, and third place winners or allow the group to vote for their favorites or invite your own team of celebrity judges to make the call.

Then dig in. Serve up slices of cake and coffee for a special break.

Keep it going

With all that cake on hand, invite the individuals and teams you work with to enjoy a cake and coffee break.

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Cake Decorating

Description

This is a fun and creative activity that everyone enjoys. Teams are challenged to create a cake that is both delicious and represents the assigned theme. For example: “What service means to me,” “Our service mission,” “Celebrate Service™,” or simply “Teamwork.”

Materials

Each team will need the following items:
Plain sheet cake
Frosting, assorted colors
Icing tubes, assorted colors
Sugar sprinkles, assorted colors
Small spatulas or frosting knives
Prizes for 1st, 2nd, and 3rd place winners
CSW Scratchers for all participants

Directions

Prepare a workspace and a set of materials for each team. Or if you can’t have all teams working at the same time, have them rotate through the work area.

Divide your group into teams of three to five people.

When your teams are assembled, explain that they will be decorating their cakes to reflect the theme that you have selected. Provide the time frame for the project. Half-an-hour is ample for teams to come up with a plan and execute it. In addition to the materials provided, teams should be allowed to use other materials found throughout the office.

When time is up, invite the group to view all of the cakes. Announce the first, second, and third place winners or allow the group to vote for their favorites.

Then dig in. Serve up slices of cake and coffee for a special break.

Discussion

As you view each cake, ask the team to explain their work and the process they used to arrive at the design.

Keep it going

With all that cake on hand, invite the individuals and teams you work with to enjoy a cake and coffee break.

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Marshmallow Tower

Description

In this activity, teams are asked to make an exact replica of a tower, which has been created by the activity leader.

Unfortunately, no one team will receive all of the materials that they need. As teams struggle to create the tower they will realize that by sharing materials they can all achieve a better end result than by acting alone. Some groups will come to this realization and decide to trade materials. Others will not.

Materials

Each team will need the following items:
15 Marshmallows
10 straws (non-bending)
5 small paper cups
1 roll transparent tape
Prizes for 1st, 2nd, and 3rd place winners
CSW Scratchers for all participants

Directions

Create your model tower. The more complex, the better. Be sure to use all of the materials noted above.

Divide your group into teams of three to five people.

Prepare a packet of materials for each team based on the list above. But, remember, each packet should be missing one item. For example, one team receives just four cups, while another team receives six.

When your teams are assembled and you have handed out the packets, bring in your pre-built tower. Explain that the teams will have 20 minutes to replicate your tower. The team, that comes the closest is the winner.

It will quickly become clear that items are missing. It is best neither to encourage nor discourage trading of items. Groups will naturally gravitate toward one or the other.

When time is up, invite the group to view all of the towers. Announce the first, second, and third place winners or allow the group to vote for their favorites.

Discussion

As you are viewing the towers, ask the following questions to focus attention on the collaborative nature of the activity:

  • Were you able to build a good replica of the model tower? Why or why not?
  • What challenges did you encounter and how did you overcome them?
  • How does building the tower relate to your daily work?
  • How does this activity relate to being part of the larger organization, or group?
  • How can we encourage collaboration and healthy competition within the group?

Additional questions (add these if the teams did not collaborate):

  • Why did you choose not to collaborate?
  • Was it a conscious choice or did it not occur to you?
  • What would have been possible if you had decided to share materials?

Additional questions (add these if the teams did collaborate):

  • How did you come to the decision to collaborate?
  • What became possible once you made the decision to share materials?

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Word Bingo

Description

Bingo is always popular and it’s perfect for customer contact centers because reps can play right at their desks.

Materials

Bingo Cards
Prizes for the winners
CSW Scratchers for all participants

Directions

In each of the boxes, type a word or phrase your reps are likely to hear during the course of the day, such as the names of your products or services. Each time a rep hears one of these words, he or she marks out that box. The first rep to mark out an entire row (vertically, horizontally or diagonally) shouts “Bingo” and wins the round.

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