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I used this activity last week for some customer service representatives, and it went down really well with participants. It generated lots of discussion and debate and there was general agreement that 'one size does not fit all' when it comes to customer service.
The interaction was great for such a simple activity.
I'll definitely be using this activity again in the future.
Pauline Weddell
rated this item with 5 stars.
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I use this activity regularly for staff who are new to management. I do tweak the instructions a little, but I still run the session based very heavily on this activity. It is a real eye-opener for the managers to have that insight into what is likely to happen when change is imposed, and learning how to prepare for change is hugely beneficial for the new managers. Great activity.
Tracy Windross
rated this item with 5 stars.
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Brilliant, easy to understand, and worthwhile activity to use with any level of employees. Taking the time to become self aware is the first step to becoming more emotionally intelligent, and this exercise really breaks that down.
Excellent!
Tracy Windross
rated this item with 5 stars.
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I used this activity with a group of managers of all ages. The team were struggling to gel due to the generational gaps. After some learning of the different generations I split them into their generation groups, ie Gen X, Millenials, Baby Boomers, and they engaged in this activity. It was a huge success. This provided the lightbulb moment where they all accepted that different perspectives are relevant in their working environment. Where there is no right perspective, but simply a different view. Excellent activity.
Tracy Windross
rated this item with 5 stars.
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This is such an engaging and thought provoking activity. It is brief but really impactful and went down really well in a customer service workshop I was running. The scenario is realistic and highlights the complexity of different stakeholders, which working for a regulator dealing with complaints, is something we see regularly with stakeholders who hold varying opinions. Participants in the workshop were engaged and enjoyed this interactive ice breaker, opening their eyes to the importance of empathetic engagement, especially in an era where negative experiences can quickly escalate on social media, causing reputational harm. The key takeaway is that customer service is more than just 'the customer is always right' but about being able to truly empathise with different stakeholders and make them feel understood. This was the theme and message of my training session on how colleagues can support complainants in their roles, and those being complained about, without taking sides. So, it set the scene perfectly for the rest of the session. Thank you!
Tom Eustice
rated this item with 5 stars.
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