Overview of the example
Ever notice how some simple changes in word choices can change the outcome of a conversation?
This activity encourages participants to think about the words they use when talking with customers. Participants come up with phrases that are not customer-friendly and through skillful training delivery, create new, customer-friendly phrases to use instead.
This 1-hour activity is designed to be delivered in a classroom of 10-25 participants.
Click here to see the Leader’s Guide. To access the Activity Page, click here.
Tips and notes
This activity encourages dynamic contributions. Participants create the content of this course. They are building their knowledge and skill in this activity!
Activity purpose
Identify words and phrases that are not customer friendly and find alternative phrases that are customer friendly and focused.
Delivery format
- Instructor led: ILT
- This can also be adapted for vILT (virtual instructor-led training) delivery.
Group size
Ideal group size is 10-25 participants
Facilitator prep time
For optimal preparation, trainers should spend 2-4 hours discussing improvement opportunities with quality assurance teams and customer service leaders.
Delivery time
55 minutes
Supplies
- Easel and chart paper (1 for the facilitator, 1 per group of 3-4 participants)
- Chart markers (3-4 markers per group
- Participants’ activity page
Notes
- Click here to see the Leader Guide.
- Click here to see the Activity Page.
- A great next step after participants have their lists of customer friendly phrases, would be to practice using the phrases in role-play situations.