TABLE OF CONTENTS The materials needed for this activity are
watch with a second hand
space large enough for people to line up (classroom or hallway).
10 minutes
Begin with the following introductory remarks:
To take a baseline of your current customer service skills, I am going to measure the extent to which you already have some of the most important customer service competencies. These skills include the ability to
listen
communicate
give directions and
demonstrate teamwork.
We will be timing this exercise to see how quickly you can reach your goal. In any customer service environment, it is important not only to deliver good service and accomplish the tasks at hand it is also important to provide service quickly and efficiently.
Ask if customers sometimes expect instant service . You should get a few nods and laughs. Move on into the rest of the directions after you receive and reinforce participants' responses. Ask someone with a second hand on his or her watch to be the timekeeper and observer of the exercise.
Say, I am now going to give you directions for this assignment. You need to listen carefully. Then give the following instructions: I want you to line up in order of your birth date. Participants probably will laugh, thinking about who is the oldest, although they soon will see that age is not relevant in this exercise.
Say, Line up in order of the month and day, not the year. We will be timing you. When...
