An enjoyable and challenging customer service game that requires teams to reach a consensus on key customer service scenarios.
In today's competitive markets, customer service determines the winners and losers. The higher quality customer service you provide, the higher level of customer satisfaction you will enjoy, and that will translate into repeat business and more revenue.
Our Customer Service Decisions game is an innovative way to gain employee commitment to customer service, by getting people thinking, discussing and making decisions.
This enjoyable and fast paced game recreates the dynamics of the real commercial world, helping participants develop key customer service skills.
Teams need to be highly organised, well led and able to collaborate effectively to meet tight deadlines.
This Customer Service Decisions game concentrates on some of the winning qualities that make an excellent business: understanding your customers and satisfying their needs. It allows teams to experience and test their commercial acumen in a competitive market to see if they'll make a good profit.
Key benefits of our business game:
- Appreciate customers' wants and expectations
- Experience the impact customer services has on profit (or loss)
- Improved consensus seeking and decision making
- Experience time management, leadership and management skills
- Buy and use as many times as you want
- Easy to use - just follow the included trainer's guide
- Lively and fun structured learning activity, focusing on real, relevant workplace scenarios.
How it works
One to six teams can take part, with each team representing the new management team of the Elite Hotel. They have to discuss and decide on a number of scenarios about the hotel's customer service.
Ideally, they need to increase the top line (sales), restrict spending their budget and improve their customer service rating and profit.
For each scenario, teams have five to ten minutes to reach a consensus on which of the possible options to choose.
Whilst customer service is important, offering lower fees to potential customers and reducing bills of complaining customers eats away at the profit. The teams' dilemma is how much of their profit should go into keeping their customers happy.
The facilitator inputs the teams' decisions into the computer program and prints out (or emails a pdf) their decision results, including how it has affected their customer rating and profit, before progressing to the next customer service scenario.
If more than one team is taking part, the winning team is the one with the largest profit and the best hotel review rating.
We've also designed this game to offer the facilitator ample opportunity to observe teams in action. Lively discussions often continue well after the end of the session!