Fun in a Box - Customer Service vol. 1
The Fun In A Box concept
Fun in a box consists of a half-day workshop. 4 ready-to-play micro learning games fresh out of 1 box. The games can be used straight away, incorporated into your training or meeting or as a stand-alone workshop. Each game takes up 15 to 45 minutes and each box has its own topic. In other words, killing 2 birds with 1 stone. You go home with your very own gamification toolbox and what’s more, you learn how, where, when and why you make use of the micro learning games.
Target group: trainers, facilitators, L&D professionals, teamleaders, etc. In brief: everyone who finds themselves in front of a group on a regular basis.
Customer Service – vol. 1
The customer service vol. 1 box contains 4 micro learning games that place the emphasis on various aspects of customer focus, from the correct use of language and the ability to evaluate customer experiences, through to customer-focused creativity and sharing best practice, ending with how to co-ordinate a consistent approach to specific customer situations.
The contents of your box!
In customer communications the most important factor is not what you say, but how you are able to say it. We are often not aware of this, but words can evoke a negative feeling (cactus words) or, quite the opposite, a positive feeling (magic words) in the customer. We have found our very own wizard who can magically transform these cactus words into positive words or statements. But pay attention: speed is important; after all, in real life we don’t have the time to search for words. If you are the fastest to replace a cactus word or statement with the correct positive word or statement, you win the game and are crowned the “magician of the day”.
- Injects fun, energy and camaraderie into your session;
- The participants learn to understand, in a playful manner, the importance of a deliberate, appropriate choice of words;
- The participants learn in a very tangible way which words and statements evoke a bad feeling in the customer;
- The participants learn how they can replace these words and statements with different words that do quite the opposite: to leave behind a very positive feeling;
- The participants learn how to come across as positive and self-assured when communicating with the customer.
No winners or losers in this game. What you do get is splendid stories, inexhaustible creativity and, time and time again, applause and compliments. Bear in mind, always within a ‘customer’ context. Throw the dice, choose a genre and invent a great story on the spot. Each narrative start off with the phrase: “There once was a customer who…”.
- Provides fun and camaraderie;
- Clearing the minds before or after a heavier topic;
- Mindsetting around the ‘customer’ theme;
- Developing creativity and verbal competences;
- Reflecting on customer-friendly attitude;
- Contributes positive vibes, safety and self-confidence thanks to applause and compliments.
Customers often make us face dilemmas. Dilemo throws customer dilemmas at the players and challenges them to suggest the most creative and client-friendly solutions. For each solution you propose you are given a rating by your fellow players, starting from“hmmm, this isn’t quite my idea of customer focus” to “yes, for me that certainly is a customer-focused approach” to “Wow, great solution, I wouldn’t have thought of that.” At the end, who has the highest customer score? How great is it for everyone to sing from the same hymn sheet?
- Best practice: learning from each other;
- Discussion and reflection about the impact of different actions on the customers;
- Coordinating and standardizing the approach within the teams;
- Finding creative solutions for the client in difficult circumstances;
- Placing yourself in the customer’s shoes when judging and evaluating the solutions.
The road to hell is paved with good intentions, but a customer’s life is not always easy. Unfortunately, in many situations, for the customer it simply feels like hell.
First of all, put a range of awkward customer situations in order, using a scale, with the highest ranking denoting the darkest and most terrifying place in hell. Inferno is a game with a high ‘in your face’ content. And to make it all even more horrible: the devil plays along and he is pulling out all the stops to sabotage the game.
- Provides fun and camaraderie;
- Awareness of what customers may go through and how customer perception often differs from that of the staff;
- Discussion and reflection about the impact of different actions on customer DISsatisfaction;
- Putting yourself in the customer’s shoes when evaluating situations.