Be the Difference Game (11)

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

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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

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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.

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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!

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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!

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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!

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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

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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!

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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