Case Study: Are KPIs Enough?

Case Study: Are KPIs Enough?

This is a free case study that can be used during workshops on Customer Service or Customer Focus. The case study focuses on establishing the importance of measuring both soft and hard factors in customer service.

Classroom Activity: The Minefield

Classroom Activity: The Minefield

A customer wants to move a box across a 4×4 minefield. The minefield is at a distance from where the customer is located hence, the customer has hired a chain of Messengers and an Executor to carry out this task. However, the Messengers have no idea which squares of the minefield have mines; only the customer has that information. Moreover, the Messengers cannot talk to each other and must only use sign language to transmit messages to the Executor at the end of the chain. The challenge is to safely move the box across the minefield without stepping on a mine.

Classroom Activity: Tied Up

Classroom Activity: Tied Up

Tied Up is a simple but fun activity that is played in pairs. The game requires two people, who have their one hand tied together, to build a house of cards. The activity looks simple, but, can be quite challenging to accomplish. Participants needs to display good teamwork, understanding, compatibility and communication to accomplish the task.

Classroom Game: Traffic Jam

Classroom Game: Traffic Jam

  When to Use Use this game when your learning objective is any of the following: Explore the process of group problem solving Understand how learning from mistakes and careful observation can solve complex problems Appreciate the importance of communication during group problem solving Understand the importance of idea generation during problem solving Appreciate the importance of process documentation for acheiving repeatable results Participants Minimum: 8 Maximum: 20 Time 30 to 45 […]

Classroom Game: Mafia

Classroom Game: Mafia

  Mafia is a fun game that can be used to start a discussion on group decision making, communication and influence. More information on Mafia can be found here: Wikipedia Download the activity handout here. When to Use Use this game when your learning objective is any of the following: Appreciate the importance of the Visual, Vocal and Verbal channels of communication and how they impact people’s perceptions about you Understand the […]

Classroom Game: Save The World

Classroom Game: Save The World

  Here is a fast paced, high energy and fun learning game that you can play in your class. Download the activity handout here. When to Use Use this game when your learning objective is any of the following: Experience how careful observation, optimization and practice can lead to error reduction and performance improvement. Appreciate the importance of team work in the success of an organization. Appreciate the importance of […]

Free Product Demonstration/Tour Template in PowerPoint 2007

Free Product Demonstration/Tour Template in PowerPoint 2007

Download Product Demo Template Use this PowerPoint template to create your next product demonstration/tour. Feel free to modify/change as you wish.