Our client was launching their annual campaign and required an energized approach to their customer experience training program. As part of their traditional training, the Customer Experience Game was required to encourage learning of new behavioral skills, team cohesion, and high energy for both front line and support staff.
The game needed to create an energized and experiential session whereby behaviors and mindsets could be challenged. The game needed to be designed around our client’s campaign theme with a strong impactful narrative.
Game2change designed a two levelled game, to be played in teams (3 – 5) across all five categories. Competition and collaboration is achieved while creating an engaging learning experience. The duration is between 1,5 – 2 hours. The game consisted of 5 categories which each related to a different area of training content.
We made use of scenarios and role-play based questions in order to change behaviors and mindsets within a real-life context. The below content areas were covered as part of the gameplay:
spa Overview of good customer service and ethos which covers basic customer service skills.
spa Questions to get to know each of the team members. Positive traits and attributes are also emphasized and celebrated.
spa General knowledge and what is happening in the world and the client’s company and industry. Included fun activities and challenges.
spa Questions and scenarios that highlight the difference between customer service and customer experience. Questions are based on enhancing customer experience.
spa Scenarios and role-plays of challenges in the customer service environment. These are day-to-day situations that encourage problem solving and are real-life scenarios for the client’s company.
Internal trainers were upskilled on how to run the game and provide feedback in order to maximize learning. Trainers then rolled-out the game nation wide at the client’s branches as part of their campaign launch as well as part of their training programs.