101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 11
Assurance: The Knowledge Game
Assurance is the knowledge and courtesy you show to customers, and your ability to convey trust, confidence, and competence. Assurance is best given to the customer through a demonstration of product knowledge, company knowledge, good listening skills, and problem-solving acumen. When your associates are well trained and confident in these areas, their confidence comes through loud and clear to customers as they experience the formidable combination of service style and substance.PURPOSE:
✓ To learn and reinforce a knowledge of your company’s products/services and its operations
✓ To have some fun and team-build while learning new skills
✓ To relate how product and service knowledge benefits the customer
TIME: 45 minutesDIRECTIONS:
1. Since you will be setting up a game similar to the television show Jeopardy, some preparation will be necessary prior to the meeting. You’ll need to use index cards to make up the “answers” that will serve as the questions in the game. On the cards, list specific product/service features, benefits to your customer of the features of your product/service, company departments or functional areas, skills of listening, and problem-solving skills. Try to create two levels of questions—easy and harder—with a total of 12 to 15 cards per round. More is better. Refer to the suggestions that follow.

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