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Time:
In total we estimate this exercise will take 30 minutes.
Aims:
• To welcome the participants.
• To introduce the facilitator(s) and participants to each other.
• To introduce the facilities.
• To agree the course objectives and timetable.
About
Time:
This exercise will take about 25 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes for completion.
Aims:
• To welcome the participants.
• To introduce the facilitator(s) and participants to each other.
• To introduce the facilities.
• To agree the course objectives and timetable.
Group Size:
This module is suitable for use with groups of almost any size.
You'll Need:
Nothing, other than the materials provided.
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I used 'course introduction' with a group on a departmental awayday. This really focused participants on the rationale for the day and allowed the groundrules to be discussed in a way that wouldn't have happened otherwise. The 'expectations of each other' allowed discussion of acceptable and desirable behaviour to be clearly stated in a department where several staff members are overbearing and dominatiing in such meetings usually. The main content of the day was more fruitful once this had happened.
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Serena Yeo
rated this item with 4 stars.
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Time:
In total we estimate this exercise will take 20 minutes.
Aims:
• To encourage participants to consider their experiences as a customer.
• To identify ways in which poor customer service could have been improved.
• To briefly consider the impact of poor customer service.
About
Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes for completion.
Aims:
• To encourage participants to consider their experiences as a customer.
• To identify ways in which poor customer service could have been improved.
• To briefly consider the impact of poor customer service.
Group Size:
This module is suitable for use with groups of up to 20 participants.
You'll Need:
• A series of cards (or pieces of paper); some need to be marked with a cross, others with a tick and the rest with a dash (-). You will need one card for each participant.
Label
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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Time:
In total we estimate this exercise will take 20 minutes.
Aims:
• To consider the impact poor customer service can have on an organisation's reputation.
About
Time:
This exercise will take about 10 minutes to run. In total, allowing for discussion, we recommend allowing 20 minutes for completion. Aims:
• To consider the impact poor customer service can have on an organisation's reputation. Group Size:
This module is suitable for use with groups of up to 20 participants. You'll Need:
Flipchart paper and pens.
Label
| Reviews |
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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Time:
In total we estimate this exercise will take 15 minutes.
Aims:
• To identify some of the key themes participants will be exploring in the forthcoming training around customer service.
About
Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 15 minutes for completion.
Aims:
• To identify some of the key themes participants will be exploring in the forthcoming training around customer service.
Group Size:
This module is suitable for use with groups of almost any size.
Useful For:
Anyone attending a course or workshop that focuses on customer service.
You'll Need:
• A printed copy of the large (A3) Trainer version of the Word Search grid provided, affixed to a flipchart.
Notes:
A small prize for the winning team would be nice, though not essential.
Label
| Reviews |
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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Time:
In total we estimate this exercise will take 25 minutes.
Aims:
• To demonstrate the importance of asking the right questions when trying to understand another’s perspective.
About
Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 25 minutes for completion.
Aims:
• To demonstrate the importance of asking the right questions when trying to understand another’s perspective.
Group Size:
This module can be used with groups of almost any size.
Useful For:
Anyone.
You'll Need:
• Drawing equipment for your participants.
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| Reviews |
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This is such a good activity, fun and makes for really effective learning. I used this as part of a training course to encourage phone based customer service people to ask more questions to build company brand awareness and spot opportunities to pass to sales.
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Clare Bell
rated this item with 5 stars.
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This is such a good activity, fun and makes for really effective learning. I used this as part of a training course to encourage phone based customer service people to ask more questions to build company brand awareness and spot opportunities to pass to sales.
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Clare Bell
rated this item with 5 stars.
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I used this virtually with a team as an icebreaker at the start of a course around successful business partnering. It worked really well to get people to think about the types of questions they need to ask their stakeholders. Great exercise!
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Elaine Stephens
rated this item with 5 stars.
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This is a great exercise for demonstrating the importance of thinking about the types of question you need to ask to get the information you need. It is also a fun activity, highly engaging and a great way to get energy levels back up during a session.
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Louise Ramsey
rated this item with 5 stars.
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Time:
In total we estimate this exercise will take 25 minutes.
Aims:
• To explore the different experiences of customer service of fellow participants.
• To understand the impact good and bad customer service has on individuals.
• To understand the impact building rapport has on customers.
About
Time:
This exercise will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing about 25 minutes for completion.
Aims:
• To explore the different experiences of customer service of fellow participants.
• To understand the impact good and bad customer service has on individuals.
• To understand the impact building rapport has on customers.
Group Size:
This module can be used with groups of up to 20 participants.
You'll Need:
• Nothing other than the materials provided.
Label
| Reviews |
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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Time:
In total we estimate this exercise will take 25 minutes.
Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To reflect on the impact good and bad customer service has on other customers.
About
Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 25 minutes for completion.
Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To reflect on the impact good and bad customer service has on other customers.
Group Size:
This module can be used with groups of up to 25 participants.
Useful For:
Staff at all levels, especially those in a customer-facing role.
You'll Need:
• Nothing other than the materials provided.
Notes:
This exercise can be run as a stand-alone session or you can follow it up with LACE – Handling Unhappy Customers.
Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.
Label
| Reviews |
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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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Time:
In total we estimate this exercise will take 25 minutes.
Aims:
• To reflect on how effective communication relies on more than words.
About
Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 25 minutes for completion.
Aims:
• To reflect on how effective communication relies on more than words.
Group Size:
This module can be used with groups of almost any size.
Useful For:
Anyone.
You'll Need:
• A flipchart and a set of coloured flipchart pens (see the image in the Handout for the required colours to include in the set of pens).
Label
| Reviews |
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| A review has not been posted for this item. If you are a member of Glasstap you can submit one using the contact us screen. |
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