Time required:30 minutes.
What it does:
An opportunity for your team to share their ideas on how to deal with a variety of situations they will encounter when dealing with customers.
 This activity is suitable for remote delivery. You will need:
There are two versions of the quiz questions, one for face-to-face customer interactions and another for phone-based customer dealings. This team activity will be more fun if you have buzzers or bells for the teams to use in the quiz. A prize for the winning team will add a nice competitive edge.
In a nutshell:
An interactive quiz for team members to say how they will deal with different situations with customers. Can be focused on face-to-face interactions or phone-based.
Please note that this is not a quiz with a provided list of right and wrong answers but rather a series of questions to make your staff think.
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Time required:20 minutes.
What it does:
A short exercise designed to encourage your team members to talk about the types of customers they find a pleasure and the ones that they struggle with.
You will need:
Two sets of the Love Them or Loathe Them Cards. They will need to be laid out on two separate tables ready for the start of the exercise.
A flipchart will be useful for documenting key points from the discussion and top tips.
In a nutshell:
What can animals teach us about our customers?
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Time required:15 minutes.
What it does:
Explores the impact of assumptions on how we think.
This activity is suitable for remote delivery. You will need:
The PowerPoint slide from the Resources tab to show the riddle. Alternatively you can write it up in advance on a flipchart.
In a nutshell:
How do our assumptions get in the way of solving a very simple problem?
Check out the PowerPoint slide and see if you can solve the riddle before you discover the answer. A small clue for you is that the answer is not smoke inhalation.
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Time required:25 minutes.
What it does:
Demonstrates the importance of asking the right questions when seeking to gain an understanding of the viewpoint of others.
This activity is suitable for remote delivery. You will need:
Paper and drawing equipment for each of your team members. Plus you will need a copy of the pictures provided to use in the exercise.
In a nutshell:
Can your team ask the right questions in order to get a clear picture?
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Time required:30 minutes.
What it does:
What is the difference between Assertive Behaviour and more Passive or Aggressive approaches? This activity explores those differences and gives your team a chance to share their ideas about how to deal assertively with customers.
This activity is suitable for remote delivery. You will need:
Each of your participants will need a copy of both handouts. The PowerPoint is designed to support your delivery of the session.
Before running this team activity, review the scenarios in Handout 2 and decide what you think is the appropriate action for a member of your team to take.
In a nutshell:
Building effective working relationships with customers is a big challenge. Can your team think on their feet and identify assertive coping strategies for different situations?
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Time required:30 minutes.
What it does:
This activity will give your team four simple steps to follow when dealing with an unhappy customer.
This activity is suitable for remote delivery.
This team activity works very well as a follow up to The Shoe Shop.
You will need:
Flipchart and pens.
In a nutshell:
Learn how empathy and understanding can help make handling difficult customers easier.
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Time required:30 minutes.
What it does:
Demonstrates the importance of using summary and clarification to check understanding.
This activity is suitable for remote delivery. You will need:
A Lunch Order Form for each participant and a copy of Briefs 1 and 2 for each pair.
In a nutshell:
Will participants have a clear understanding of needs and enough information to order the right lunches for their 'colleagues'?
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Time required:25 minutes.
What it does:
Considers a real life scenario whereby other customers witness how a store handles a customer complaint. What went well, what didn’t and how did it impact on other customers?
This activity is suitable for remote delivery.
You will need:
Each of your team members will need a copy of the brief to review.
In a nutshell:
What does the customer think when watching a complaint being handled in front of them?
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