Skill-building


How I Give Great Service

Description:This activity reinforces the idea that there are many ways to give great, personal service. Each participant uses the letters of their name to suggest service-oriented actions. This activity was adapted from the classic activity book, The Big Book of Customer Service Training Games.Materials:Note Pads and Pens for each participant.Flip-chart or white board and markers for the…Full content with purchase

 

Listening Skills

Description: This simple exercise will focus attention on the importance of active listening by illustrating how information can become lost or distorted. Materials:Copies of the “story” for all observersDirections:Have the group arrange their chairs classroom style or around a table.Assign five or six people to be the participants. The remainder will be observers. Ask all…Full content with purchase

 

Building Rapport

Description: This activity was adapted from the classic activity book, The Big Book of Customer Service Training Games.In this activity, participants practice picking up clues that can help them build rapport with customers.Building rapport, or creating a bond of trust, will help ensure productive relationships with customers. Rapport can be built by showing genuine interest…Full content with purchase

 

Comprehension

Description:One of the great enemies of good listening is a common tendency to assume that we know what the customer is going to say. When this happens, reps go on auto pilot and attempt to serve the customer without really understanding the issue. This simple exercise makes a very clear point about the need to…Full content with purchase

 

Two-Way Communication

Description:This classic communication exercise illustrates the importance of two-way communication in a very visual and often humorous way. Materials:8-1/2" x 11" paper for each participantDirections:Have participants arrange their chairs classroom style or around a table.Hand each person a sheet of paper. Ask them to close their eyes and follow your directions as noted below.No one…Full content with purchase