Customer Services Activity Box

Cafe de Paris Customer Services Speed Training Box (Level 1) is a programme of 33+ Cafe Style Speed Training activities and games designed to build a foundation of customer centric behaviour across your workforce in only 15-30 minutes per week!

What will Customer Experience Speed Training Box do for your operation?

• Mean you never have to take your people out of the business for large chunks of time again.
• Transform your customer experience through the continuous engagement of your people.
• Keep the skill of your people consistently razor sharp; significantly increasing productivity.

Click here to watch a video on ‘How to Facilitate Cafe Style Speed Training’……

What’s in the box

Creating a Customer Service Culture

Sit a while in my seat

Customer Trumps

Objective: To understand the different customer types and recognising their associated behaviours.

Pride in our team

Objective: To generate pride in belonging to this team and enhance the team’s commitment to exceptional customer service.

Reasons to be proud

• Objective: To generate pride in belonging to this team and encourage the team’s commitment to exceptional customer service.

Lifetime value of a customer

• To help people realise the value of ‘customers’ to the business and to encourage individual responsibility for providing a great customer experience.

Ahh, I’ve lost a customer

• Objective: To help people realise the importance of customer service to the business and to encourage individual responsibility for customer satisfaction. Good Bad Customer Experience

Guess the customer expectation

• Objective: To become more aware and understand our customers’ expectations.

The Human Touch

• Objective: To explore what we mean by ‘The Human Touch’. This exercise explores what is and isn’t good ‘Human Touch’ behaviour.

Professional Telephone Manner

Pass the Baton

• Objective: To ensure people present a professional image on the telephone and takeownership for the call.

Round Robin

• Objective: To practice dealing with customers professionally on the phone.

Last impressions count

• Objective: To practice taking the right information from customers and leaving a great impression.
  

Key Skills Communication

Bla bla bla

• Objective: To develop the skills for listening actively to customers so they feel understood.

A Questionable Conversation

• Objective: To discover what it is like to have questions ignored and to be told you have asked the wrong question.

Active Listening

• Objective: To develop the skills for listening actively to customers, so they feel valued and understood.

Treasure Island

• Objective: To practice using more functional and positive language with customers.

What I can do

• Objective: To practice turning ‘Can’t do’ statements into ‘Can do’ statements.

It’s how you say it

• Objective: To practice ‘emphasising’ and hearing ‘emphasised’ words to improve communications.

How do I sound?

• Objective: To practice intonation when we communicate.

Speed Coach

• Objective: To practice varying our rate of speech to improve our communication with different customers.

Voice Feedback

• Objective: To practice using our most important tool, our voice.

Key Skills – Problem Resolution

Closed Questions

• Objective: To practice recognising and using closed questions

Who am I

• Objective: To recognise and practice using open questions

Have I heard you correctly?

• Objective: To practice paraphrasing to gain a deeper understanding of customer needs.

A Good Habit

• Objective: To practice soft paraphrasing by adding, ‘Can I just check, what I think you are saying is …

In the Trenches

• Objective: To explore, share and find common resolutions to difficult customer situations at the front line.

Decision Time

• Objective: To highlight and understand the right decisions to make for common customer problems.

Customer Service Skills

Empathy Triangle

• Objective: To practice apologising for things we have no control over, such as the experience the customer had or the way they feel, to demonstrate empathy and concern for our customer.

Steps that defuse

• Objective: To develop the skills for managing difficult and angry customers.

Buzz Words

• Objective: To establish group members understanding of key customer values.

Closed Questions

• Objective: To practice recognising and using closed questions appropriately.

Who am I

• Objective: To recognise and practice using open questions

Calming Upset Customers

• Objective: To become aware of what to do and what not to do when dealing with upset customers.

Joker

The Appreciated Colleague

• Objective: To build team collaboration and appreciation to increase engagement and performance.

Envelope

• Objective: To provide an opportunity for team members to invite feedback from each other.

Click here to email the Cafe Style team…