101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 76. Service Link: Creative Analysis of Service

Goal

To creatively examine issues that affect quality customer service. Participants will link disparate words into logical statements about customer service.

Time Required

Approximately 1 hour

Group Size

Subgroups of three or four persons each, with a maximum of thirty participants

Materials

• One sheet of blank paper and a pencil for each participant

• One copy of the Service Link Game Board for each subgroup

• One pair of dice

Process

1. Introduce the session by explaining that participants will be trying to gain a better awareness of customer service issues by linking disparate words together to make logical statements. This creative approach to viewing service elements expands the way in which we provide service to a variety of customers as well as solve potential problems.

2. Form subgroups of three or four persons each. Distribute a sheet of blank paper and a pencil to each participant and one copy of the Service Link Game Board to each subgroup.

3. Explain that you will be rolling dice to provide two numbers that will correspond to the words on the game board. Each participant will write a statement about customer service that links the two words. For example, if numbers 3 and 11 were rolled, the participants would link the words listening and complaint ...