This free energiser focuses on communication with customers and knowing not only, what TO say, but also what NOT to say. The aim is to ensure participants know how to alter and adapt their language to suit customer situations and provide an exceptional customer experience.
Training course contents:
A set of instructions for the free energiser, ‘Bad Customer Service’ can be downloaded from the link at the bottom of this page. You can also follow the notes for the energiser below.
- Place participants in a semi-circle, with you, the trainer, in the middle.
- Explain that you are going to work in a circle going from person to person.
- The first participant is going to come up with a phrase that they could say to a customer that would NOT be right and should never be said to a customer.
- The next participant in the circle then has to re-phrase the statement from the previous person, this time stating it in a positive way. (Give them only a short time to re-phrase the question and if they fail, ask someone else to).
- The same person should then come up with a negative statement and the person next to them should re-phrase it and so on until you have moved around the complete circle.
- Once complete, review the energiser using the questions below.
- Have you used any of the phrases when working in customer services? What about the good ones?!
- What do you think the effect of these negative statements are on customers?
- Did you struggle to come up with a re-phrased positive statement in the short amount of time you had? What about the negative one?
- Which phrase was easier to come up with under pressure? How do you think this affects how we perform customer service?
- What key piece of learning will you take away from this activity?
- How will you apply it in the workplace?
This free energiser is great for ensuring effective communication and helping participants understand how they should be communicating with customers.