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This is an excellent activity.
Many times, customer service people, blame the process, product or price. They claim that is what makes the difference and their hands are tied. This activity completely debunks that theory. It shows that it is the human interactions and touch points, that really matter. How service staff, treat and talk to their customers and clients, are the moments that matter. It is these interactions that hugely influence the customer experience.
I highly recommend that you use this activity, for any customer or client service training.
Andrew Kitton
rated this item with 5 stars.
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I use this as one of many activities in a full day assertiveness session for our staff. I have adapted it a little, where I split the room into two teams and provide the attendees with a 'them and us' type picture. This then gives them the feel of either being on the receiving end of an assertive conversation, or being the individual who is communicating assertively. The exercise follows the same format, but I simply get the teams to annotate the picture in order to embed to importance for both sides.
Tracy Windross
rated this item with 5 stars.
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I use this activity as just one of many in a full day assertiveness session for our staff. I split the room in half and get them to use Mary & Jim's situation separately, then bring them together. I great way to instil confidence in their abuility to make and refuse requests.
Tracy Windross
rated this item with 5 stars.
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I use this activity in a full day session I provide for staff. This activity is just one of many used in the course I deliver, and it is a great example of how we can face up to those challenges.
PS - I approach role play as one of those things we all hate doing in training, but I rebrand it as 'scenario based conversations'. . . . which is a little bit like role play shhhh
Tracy Windross
rated this item with 5 stars.
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A really fun session. I ran this as a stand alone session as part of a Learning at work week. We wanted to offer some engaging and lighthearted sessions to get people attending and talking to us throughout the week while having a laugh while also talking about how we make messages stick. So many people were really open about how bad their memory which made it a great way to touch on a the subject. After using it I will likely add it in to a TTT as it could link quite nicely. Lots of laughter as well which is always good and the feedback post session was really positive. Be prepared for people to not have any change in scores and others to have a significant uplift, opens up great dialogue about what they already use but for the most part a definite uplift in scores.
Kirsty Marshall
rated this item with 5 stars.
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