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

Chapter 88. On Course: Communication, Reliability, and Trust

Goal

To explore the impact of team communication, reliability, and trust on customer expectations. Participants will be blindfolded and will traverse an obstacle course at the verbal direction of two guides.

Time Required

Approximately 40 to 50 minutes

Group Size

Eight to twelve participants

Note

This activity is best conducted with an intact work group. Because of safety issues, be sure to consider your audience in terms of age, physical limitations, and so forth before attempting this exercise.

Materials

• One long rope (approximately 6 feet)

• One blindfold for each participant, less two

• A map of the obstacle course

Process

1. Prior to the session, prepare a large indoor space with an obstacle course. Place chairs, desks, cardboard boxes, and other objects around the room in a fairly challenging configuration so that participants need to go around, under, or over objects. Be careful to address all safety concerns before proceeding with this activity. Draw a map showing the obstacles and the course that the participants are to navigate.

2. Ask the group to select two participants to act as guides during the activity. Explain that the job of the guides is to get the entire group through the obstacle course.

3. Explain that anyone who wishes to opt out ...