Description This fun exercise will convince even the most reluctant participant that there is real value in practicing simple relaxation techniques when stressful situations arise. Participants will hold an ice cube in one hand for one minute. After a short break, they repeat this while doing a relaxation exercise. The exercise demonstrates that deep breathing…Full content with purchase
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 useful stress reduction tools that they can use at any time. This activity was adapted from the booklet Yoga at Your Desk. Materials A Mini Zen…Full content with purchase
Description This is a fun way to refresh skills during Customer Service Week. It can be used at any time to add a little spontaneous fun and training to the day. Consider introducing it during an ice cream sundae break, pot luck lunch, or any other time that people are gathering. Materials Small paper bag…Full content with purchase
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
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
Description Frontline reps will share service stories and develop a list of what to do and what not to do when working with customers. Materials Paper and pen, or white board and marker, for the leader. Directions First, draw a line down the center of the paper. Label one side, "What to Do," and the…Full content with purchase
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
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