Bringing
Customer Service
to the Next Level
Bringing Customer Service
to the Next Level
~
Exploring what customers really find important
What is Customer Drive?
Customer Drive allows participants to experience what clients truly find important in customer service. We immerse them in a new environment, inviting them to let go of old patterns, and start their journey together.
The game focuses on important aspects like customer service, customer focus and pro- activity, all of which are experienced by the participants. Customer Drive is based on customer service concepts such as first call resolution, end to end responsibility and knowledge management. The design of the game guarantees active participation, a dynamic environment and a lot of fun.
Imagine you are running a Car Rental company…
If there is one business where customers show how they really feel about customer service, it is the car rental business. With a wide variety of customer requests and complaints we simulate the important skills required: asking the right questions, following through on your promises, and acting pro-actively. We also address how to respond to questions and complaints. What motivates customers? What do they find important? Customer Drive emphasizes individual contribution and responsibility – what works well and what can be improved upon?
Participants represent service employees, either by telephone or at the service desk, as well as customers. The game offers a lot of variety as roles change all the time. By including ongoing feedback, the service providers are given the opportunity to change their approach immediately and experience best practises.
What previous participants took away from the game
Never realised how important it is to really listen to your customer, empathize and ask the right questions.
Every customer should really rate you with a 9 or 10 to make them an Ambassador.
It is important to handle each customer contact efficiently and effectively, this will increase your availability.
Well-designed game. As there are set targets, it is a good way to experience how to give full attention to the customer under pressure. It is a playful and fun way to teach your employees (and your managers) on how to identify themselves with their customers.
I played such a remarkable game. Very good to experience how to be (and try to be) customer focused. This game exposes the true meaning of customer service in a playful way. Contact centre employees, play this game!
I found the game useful, dynamic and inspiring. In a relatively short time you experience how important it is to really understand your customer’s needs.
What will participants gain?
By the end of the workshop participants will have experienced what customers rate as truly important when it comes to service interactions. They have received feedback on how to improve their own skills, which will allow them to enhance their customer service approach in a targeted way.
Who is Customer Drive aimed at?
This game is very suitable for those employees who are in direct contact with customers in a service environment. This could be in the business, government or non-profit sector, either as a customer service desk representative or in a call centre. Customer Drive offers a unique and fun learning experience.
