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Internal Customer Care Training Activities


Customers - Love Them or Loathe Them?


Time required:

20 minutes.

What it does:

A short exercise designed to encourage your team members to talk about the types of customers they find a pleasure and the ones that they struggle with.

You will need:

Two sets of the Love Them or Loathe Them Cards. They will need to be laid out on two separate tables ready for the start of the exercise. 

A flipchart will be useful for documenting key points from the discussion and top tips.


In a nutshell:

What can animals teach us about our customers?

Getting to Know You


Time required:

25 minutes.

What it does:

Demonstrates how understanding one another builds rapport.

You will need:

One pack of Getting to Know You cards for every two team members. You will also need flipchart paper.

In a nutshell:

What can your team members discover that they never knew before about their colleagues? How does it affect them?

Handling Internal Customers Assertively


Time required:

30 minutes.

What it does:

Explores the differences between Assertive behaviour and more Passive or Aggressive approaches when dealing with our internal customers.

You will need:

A copy of both handouts for each pair of participants. The PowerPoint is designed to support your delivery of the session.


flagBefore running this activity, review the scenarios in Handout 2 and decide what you think is the appropriate action for a member of your team to take.


In a nutshell:

Building effective working relationships with our internal customers is a big challenge. Can your team think on their feet to identify assertive coping strategies for different situations?

Meeting Costs


Time required:

15 minutes.

What it does:

Encourages participants to think about the true cost of meetings and why it is so important to ensure that meetings are effective.

You will need:

A calculator, a copy of the salary bands and a copy of the handout from the Resources tab for each participant. The exercise also involves the use of post-it notes and a flipchart.


flagBefore the meeting you will need to create a handout that details salary bands for the roles of the people who work in your team(s). To avoid any conversations about pay, we would recommend only detailing the starting salary for each band, but you can use actual salary costs if you wish.


flagWe also recommend completing the handout from the Resources tab yourself prior to the meeting so you know what the correct answer is. 


In a nutshell:

Using the guide provided, participants calculate the probable cost of having a meeting.

People in a Different Light


Time required:

15 minutes.

What it does:

Gives team members an opportunity to see beyond their existing perceptions of colleagues.

You will need:

Team members will each need a pen and a couple of post-it notes.

In a nutshell:

Which team member surprises everyone the most with their revelation?

Team Bingo


Time required:

15 minutes.

What it does:

A short team building exercise designed to encourage greater communication and understanding.

You will need:

Each team member will need one of the Team Bingo sheets from the Resources tab and a pen. You'll need a stopwatch or timer and a small prize for the winner would be nice.


flag
Stopwatches can be purchased from Trainers' Market.


In a nutshell:

Who can find out the most about their colleagues in five minutes?

The Art of Teamwork


Time required:

30 minutes.

What it does:

An opportunity for every member of your team to share what they believe they offer the team. These insights trigger some very interesting and valuable conversations.

You will need:

Flipchart paper and pens for each team member.


flagFor teams of ten or more, you'll need to allow more time for this activity.


In a nutshell:

Team members use a metaphor to describe their contribution to the team.

The Verbal Shape Challenge


Time required:

20 minutes.

What it does:

Explores how challenging communication can be when relying on words alone.

You will need:

A copy of the handout from the Resources tab as well as a flipchart and coloured pens.


flag
Mr Sketch Scented Markers can be purchased from Trainers' Market.


In a nutshell:

How accurately will your volunteer interpret the words they hear?
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