Be the Difference Game (15)

be the difference the 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

FountainSquare

St MaryStreet

ArchdeaconStreet

PainswickRoad

Nightingale House

LondonRoad

DickensClose

BadgerVale Court

BaisleyRoad

Building homes and communities where people can thrive

GLOUCESTEROPOLY

Winsley Road

HalfordHouse

Click to roll

How to play

PLAYER PIECES AND HOMES

TuffleyAvenue

BroomHouse

Start

ClearbrookCourt

TheDukeries

MarionCourt

Nova House

NormanThomas Walk

NauntonRoad

TannersHall

Question

Positive 1st

Give some examples of ‘Yes language’ Correct answer = add 1 home

• Hover here to reveal answer

Reflection time

All players discussion

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!

Recognition

Celebrate great service

Give a compliment or feedback to another player about some great service they have given.

Task complete = add 1 home

Question

Supercharged communication

What is “Time Speak” and why is it helpful? Correct answer = add 1 home

• Hover here to reveal answer

Question

Action Language

Can you give any examples of Action Language? Correct answer = add 1 home

• Hover here to reveal answer

Question

Responsibility & Choice

What are the responsibility and choice circles? Correct answer = add 1 home

• Hover here to reveal answer

Question

Our customers

List all the different types of GCH customer you can think of (internal or external). Correct answer = add 1 home

• Hover to reveal answer

Question

Responding to customers

What are some examples of “Roadblocking language” that may push someone into the red? Correct answer = add 1 home

• Hover here to reveal answer

Question

Supercharged communication

What is using “Progress Reports” about and why are they helpful? Correct answer = add 1 home

• Hover here to reveal answer

Reflection time

All players team discussion

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!

Reflection time

All players team discussion

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!

Question

Responding to customers

What tool can you use when you have to say no to a customer or give potentially disappointing news? Correct answer = add 1 home

• Hover here to reveal answer

Question

Customer touch points

List 5 different ways that customers may interact with GCH. Correct answer = add 1 home

• Hover here to reveal answer

Recognition

Celebrate great service

Give a compliment or feedback to another player about some great service they have given.

Task complete = add 1 home

Question

Optimal Mindset

Name any of the 4 elements of the “Optimal Mindset” Correct answer = add 1 home

• Hover here to reveal answer

Oh no!

Disappointed customer

GCH have failed a customer and they complained to the Housing Ombudsman Service. LOSE 1 HOME (Drag 1 house back to the pile...)

Question

P/T Circle

Why is it important to have the right balance of People and Technical skills? Correct answer = add 1 home

• Hover here to reveal answer

Question

TSM's

What does TSM's stand for? Correct answer = add 1 home

• Hover here to reveal answer

Question

Positive 1st

Why is using "Positive 1st" communication helpful? Correct answer = add 1 home

• Hover here to reveal answer

Question

The tools

What is your favourite Be the Difference tool and why? Answer given = add 1 home

• Hover here to reveal answer

Reflection time

All players discussion

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!

Reflection time

All players discussion

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!

Question

Values

What are the GCH Values? Correct answer = add 1 home

• Hover here to reveal answer

Question

Empathy

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

• Hover here to reveal answer

Question

P/T Circle

If service is ‘heavy on the T' what can this feel like? Correct answer = add 1 home

• Hover here to reveal answer

Earn homes to win!

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

• 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)

Question

Responsibility & Choice

What are the “Power Questions” for and can you give any examples? Correct answer = add 1 home

• Hover here to reveal answer

Question

P/T Circle

If service is ‘heavy on the P’ what can this feel like? Correct answer = add 1 home

• Hover here to reveal answer

Oh no!

Disappointed customer

GCH have failed a customer and they complained to the Housing Ombudsman Service. LOSE 1 HOME (Drag 1 house back to the pile...)

Question

Red/Black continuum

How would you describe the Red/Black continuum? What's the purpose of it? Correct answer = add 1 home

• Hover here to reveal answer