2/26/2015

Fun and Games

Customer Services Training with a Twist

Nicki Phelps
Golden Gate National Parks Conservancy
Association of Partners for Public Lands Conference
Spring, 2015

Play to Learn
• Adding games to your
trainings…

– Creates enthusiasm
– Appeals to different
learning styles
– Reinforces the message

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When?
• Insert games in your
trainings….

– To introduce a new
subject
– To teach a new skill
– To review concepts
– When things bog down!

Puzzle it Out
Purpose:
Inspire teamwork

You Will Need…

• 1 set for every 5-7
people
– Small gift bag
– A 24 piece puzzle

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Before the training

• Line up gift bags
• Put one puzzle in each bag
• Remove 1 piece from each puzzle
• Place that piece in the next bag
• IMPORTANT: Every bag should have a piece
that does not belong in the puzzle

To Play…
• Arrange students in small groups
• Give each group one puzzle bag
• Tell them they must complete the project in
five minutes
• Inform them everything they need is in the
room
• Midway, remind them that everything they
need is in the room

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Lesson Learned
Players will realize…

– They can work together to solve problems

– They can use each other are resources

– Sometimes you have to think outside the bag!

ABC’s
Purpose:
Identifying service
elements

You will need

– Pens and Paper

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To Play
• Separate large group into small groups
• Have each group select a recorder
• Recorder lists A through Z on 1-2 pieces of paper
• Group will have 5 minutes to identify a service
element starting with each letter
• Start the five minute clock
• Group with most creative and complete list wins

Lesson Learned
Service is complex with every-day surprises

• Builds teamwork
• Creates understanding about on-the-spot
problem solving
• Sets the stage for further service learning

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Listen Up
• Purpose:
Communicating
accurately requires
attention

• You will need:

– Paper and pens
– A pre-printed message

To Play
• Give the message to a player
• That player must whisper the message to the person
on her left
• No repeating!
• That person writes down what was said and repeats
it to the next person
• Continue process until all have heard the message
• Compare the last written comment to the first

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Lesson Learned
• Verbal messages can change quickly!
• It is always important to verify information
• Ask group
– how they confirm information with visitors
– What could they do better?
– Where does communication break down?

The Easy Way

Purpose
• Environment is
important!

You will need

– Watch with second hand

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To Play
• Separate large group into four groups
• Each small group goes to separate corner of
room
• Assign each group one of the following:
– Talk nonstop without listening
– Repeatedly try to touch toes
– Repeat the alphabet repeatedly
– Hold normal conversations

To Play… (2)
• Each player must be in every box once
• Players may switch at end of 30 second
intervals
• Play game for five minutes, switching at 30
seconds

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Lesson Learned
Most people will end in the fourth group

• All things being equal, vistors willchoose the

enviornment that is easiest and most pleasant

• Ask the group:

– How can you improve your service environment?
– Is there anything irritating the visitors?

Service Stardom (or Not!)

Purpose:
• To illustrate poor visitor
service

You will need

– Two volunteers willing to
role-play in front of a
group

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To Play
• Ask one player to simulate a visitor asking for
a product or service
• Ask the other player to role play a “bad”
service employee: (distant, inattentive, poor
eye contact, sighing, eye-rolling, etc.)
• Encourage exaggeration!
• Action!

Lesson Learned
Attitude is everything!

• Ask the class

– Have class debrief all the elements of poor service
– Ask the visitor how he felt during the exercies
– Review elements of good service attitude

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Service Feud
Purpose:
Skill or information
confirmation

You will need

– 2 “hotel” bells
– Team Prizes
– List of Questions

To Play
• Choose two teams of four from the audience
• Arrange teams facing each other
• Instruct teams that one team will have the
first chance to answer
• If they miss an answer, other team takes over
• Complete five questions
• Teams with the most points wins

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Lesson Learned
• Fast and furious fun
• Confirms information from modules taught
• Who are the most competitive people in the
room!

Discuss with Group

– Any answers you want to emphasize

Resources
The Big Book of Customer Service Games
Peggy Carlaw and Vasudha Kathleen Deming

50 Activities for Achieving Excellent Customer

Service
Darryl Doane, Rose Sloat
Available download:
https://downloads.hrdpressonline.com/files/7320080417163
054.pdf

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