Customer Drive - A simulation game for service employees

Customer Drive simulates daily life in a car rental company, where the participants in a recognizable work environment get the opportunity to experience different service functions and new ways of working.

Customer service is characterized by great diversity in the customer segment, which places great demands on the service employee. We practice countering this with the simulation game, where we focus on how the customer's needs are met in the best possible way, and thus produce the best service experience for the customers.

The simulation game

The Customer Drive takes place in ½ day and is perfect as part of team building, possibly together with Warm, Wise, Warrior, to combine basic theoretical knowledge of basic typologies with the practical aspect of customer service.

The purpose of the game is to simulate the service aspect, including the ability of service agents to interact with customers and ensure high customer satisfaction, low costs and high efficiency.

The simulation will help to strengthen the individual's and the organization's customer focus, improve customer service and customer satisfaction. The game can also be used as a catalyst to start an improvement initiative.

The simulation game is completed over 2 rounds, with feedback and reflection after each. Half of the participants act as customers, the other half as service agents. After the first round, the roles are switched so that the participants experience both sides.

Profit:

After completing the game, participants will:

• Have a good understanding of how good service can be delivered
• Understand that customers' service preferences are different
• Know that service can and should be delivered individually to each customer

The simulation is broadly aimed at IT and service employees at all levels.

The practical

Duration: ½ - 1 day

Number of participants: 10 – 300

Learning: Team building, Customer Service

Language: All material in English. Facilitation in Danish or English