Be the Difference Game (4)
Acacia Wideman
Created on October 2, 2024
More creations to inspire you
Transcript
be the differencethe game
Get ready to put your customer care skills and knowledge to the test.Compete to win homes on the board and help all our customers thrive!
Start
GLOUCESTEROPOLY
Building homes and communities where people can thrive
Nightingale House
DickensClose
LondonRoad
FountainSquare
St MaryStreet
ArchdeaconStreet
TheDukeries
MarionCourt
Nova House
NormanThomasWalk
NauntonRoad
TannersHall
BadgerValeCourt
HalfordHouse
TuffleyAvenue
BaisleyRoad
Winsley Road
BroomHouse
ClearbrookCourt
Start
PainswickRoad
PLAYER PIECES AND HOMES
How to play
Click to roll
Get ready to #BeTheDifference
- Hover here to reveal answer
Certainly, Sure, I can, Of course, Happy to, Definitely, Absolutely, etc
Give some examples of ‘Yes language’Correct answer = add 1 home
Positive 1st
Question
What is your favourite shop/brand and why?What is it about that company/brand that inspires your loyalty? What would make you change your mind about them?Chat for a minute, then move on!
All players discussion
Reflection time
Task complete = add 1 home
Give a compliment or feedback to another player about some great service they have given.
Celebrate great service
Recognition
- Hover here to reveal answer
Using “clocks and calendars” to be specific in your responses e.g. “I’ll call you at 10am on Friday 12th May.” This sets clear expectations for the customer, reducing doubt and keeping them in the black. It demonstrates ownership and responsibility.
What is “Time Speak” and why is it helpful?Correct answer = add 1 home
Supercharged communication
Question
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Action Language Use this language when you don't know or cannot confirm straight away. Examples include: I'll check; Let me look into it; Let me speak to...; Let's see how I can help; May I ask some questions?
Can you give any examples of Action Language?Correct answer = add 1 home
Action Language
Question
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Responsibility & Choice Circle 1: What I can control / what I can do Circle 2: What I can influence Circle 3: Out of my control - but I can choose my response
What are the responsibility and choice circles?Correct answer = add 1 home
Responsibility & Choice
Question
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Who is a "customer?" It's much broader than just tenants. It can include: Tenants' families; leaseholders; partner organisations; external companies requesting information; suppliers; colleagues; other teams.
List all the different types of GCH customer you can think of (internal or external).Correct answer = add 1 home
Our customers
Question
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Answers may include: Unfortunately; I can’t; Policy states…; The system won’t allow it; I’m not authorised to…; I’m sorry but
What are some examples of “Roadblocking language” that may push someone into the red?Correct answer = add 1 home
Responding to customers
Question
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Progress Reports keep a customer updated and help manage their expectations. Giving progress reports can reduce the worry or doubt for the customer. This builds trust in our service.
What is using “Progress Reports” about and why are they helpful?Correct answer = add 1 home
Supercharged communication
Question
What's the best customer service you've ever received?What was good about it?How did it make you feel?Chat for a minute, then move on!
All players team discussion
Reflection time
What one thing could you do to improve the experience for your customers?Who will it help?How will it help them?Chat for a minute, then move on!
All players team discussion
Reflection time
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Template 1,2,3 1/ What you can do, solutions, options etc 2/ What you aren't able to do 3/ Next steps, empathy, additional solutions
What tool can you use when you have to say no to a customer or give potentially disappointing news?Correct answer = add 1 home
Responding to customers
Question
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Customer "Touch Points" May include: Website, email, phone, MyGCH app, walk-in, repairs to their home, seeing colleagues in the community, making a complaint, giving a compliment, paying rent
List 5 different ways that customers may interact with GCH.Correct answer = add 1 home
Customer touch points
Question
Task complete = add 1 home
Celebrate great service
Recognition
Give a compliment or feedback to another player about some great service they have given.
- Hover here to reveal answer
1. Ownership & Responsibility 2. Optimistic 3. All feedback is valuable 4. I make the difference
Name any of the 4 elements of the “Optimal Mindset”Correct answer = add 1 home
Optimal Mindset
Question
GCH have failed a customer and they complained to the Housing Ombudsman Service.LOSE 1 HOME(Drag 1 house back to the pile...)
Disappointed customer
Oh no!
- Hover here to reveal answer
A balanced approach gives customers confidence and builds trust. Too much Technical may feel cold or uncaring. Too much People focus may feel fake or over-the-top. Too light on both ‘P&T’ may feel indifferent or incompetent.
Why is it important to have the right balance of People and Technical skills?Correct answer = add 1 home
P/T Circle
Question
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Tenant Satisfaction Measures These are a set of consumer standards set by the Regulator, intended to hold landlords to account.
What does TSM's stand for?Correct answer = add 1 home
TSM's
Question
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Positive 1st It helps keep (or move) people in the black. It shows you are in the black, ready and willing to help.
Why is using "Positive 1st" communication helpful?Correct answer = add 1 home
Positive 1st
Question
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Answers may include: Red/black continuum; Responsibility & Choice Circles; Empathy Speak; Template 1-2-3; Glad-Sure-Sorry; Positive First; Time Speak; P/T Circle
What is your favourite Be the Difference tool and why?Answer given = add 1 home
The tools
Question
All players discussion
Reflection time
What do you think makes a customer vulnerable?Can you think of any examples of different types of vulnerability?Chat for a minute, then move on!
All players discussion
Reflection time
What's the worst customer service you've ever received?What was bad about it?How did it make you feel?Chat for a minute, then move on!
- Hover here to reveal answer
Values Pride. Quality. Integrity. Innovation.
What are the GCH Values?Correct answer = add 1 home
Values
Question
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Empathy helps when a customer is angry, frustrated or disappointed. Empathy speak: Acknowledge the impact: be genuine, listen and show that you care. Take action: Offer your support, offer the options that are available and focus on solutions.
When might you need to show empathy for a customer? How could you use Empathy Speak to build trust and keep them in the black?Correct answer = add 1 home
Empathy
Question
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Too much focus on the Technical may come across as robotic, lacking in empathy or leave a customer feeling ‘processed.’
If service is ‘heavy on the T' what can this feel like?Correct answer = add 1 home
P/T Circle
Question
- When you land on a square, click to view the interactive question or challenge
- Earn or remove homes as you go
- The first to add all 10 homes WINS (or whoever has the most homes when time's up)
A game for 2 or more players.Depending on numbers, you can play as individuals or in pair/teams.Pick a player piece (cat, car, teapot, dog, boat) - these can be moved around the board just like a real board game.Roll the die and move your piece along the board
Earn homes to win!
- Hover here to reveal answer
Power Questions help you find a way forward and remain in the black. They help focus on your goal and solutions. Some examples: What are the next steps? What can I do? Who can I influence? What can I learn? Is there anything positive in the situation?
What are the “Power Questions” for and can you give any examples?Correct answer = add 1 home
Responsibility & Choice
Question
- Hover here to reveal answer
Too much focus on the Personal may come across as insincere, over-the-top or lacking in competence.
If service is ‘heavy on the P’ what can this feel like?Correct answer = add 1 home
P/T Circle
Question
GCH have failed a customer and they complained to the Housing Ombudsman Service.LOSE 1 HOME(Drag 1 house back to the pile...)
Disappointed customer
Oh no!
- Hover here to reveal answer
Red/Black continuum A way of describing our emotional state: 'In the red' is a negative place to be. 'In the black' is a positive place to be. It helps us be aware of ours & other's frame of mind. We can find strategies to move or stay 'in the black.'
How would you describe the Red/Black continuum? What's the purpose of it?Correct answer = add 1 home
Red/Black continuum
Question