Skill-building


Eye Relaxers


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Description Each day your staff interacts with customers, coworkers, and supervisors. Each of these interactions is a potential source of stress. This easy to teach activity will give reps a useful stress reduction exercise that they can use at any time. This activity was adapted from The Big Book of Stress Relief Games Book. Materials…Full content with purchase

 

Clear Communication


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Description This fun activity demonstrates the importance of clear communication and some of the pitfalls when instructions are ambiguous. This activity was adapted from The Customer Service Activity Book. Materials A jacket or sweater which buttons up the front Directions Ask the group to form a circle around you. You should be wearing the jacket.…Full content with purchase

 

How I Give Great Service


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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…Full content with purchase

 

Listening Skills


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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 observers Directions Have the group arrange their chairs classroom style or around a table. Assign five or six people to be the participants. The remainder will…Full content with purchase

 

Building Rapport


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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. Materials A small gift for each…Full content with purchase

 

Comprehension Challenge


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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…Full content with purchase

 

Two-Way Communication


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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 participant Directions Have participants arrange their chairs classroom style or around a table. Give each participant a sheet of paper. Ask them to close their eyes and follow your…Full content with purchase