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You Can't Fire the
Customer®
Board Game
©1998
2-6 players • Grades 8 and up
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Customer service has become a major
element in the strategic plans of all successful companies today.
Companies expect employees to give excellent (not just good) service to
all customers, as well as to successfully handle difficult customers who
can be hard-to-please, uncertain, angry, insulting, or even threatening.
It is often the failure to deal successfully with these difficult
customers that leads to reprimands and termination for employees.
You Can’t Fire the Customer®
gives students the knowledge and confidence that they need in order to
handle the average customer and the difficult customer. The game focuses
on ten important skills and how to use them in realistic situations.
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In the game, players earn play money by
giving good advice to Linda, a new employee at Office Giant, an office
supplies superstore. In the course of the game, Linda deals with customers
on the phone, at the Service Desk, and on the sales floor. She encounters
some cooperative customers and a range of difficult customers. Players
enhance their advice with appropriate tone of voice and body language.
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learn a wide-variety of business skills, including: |
Policy Skills (what
to do)
1. Fulfill company promises
2. Stay within your authority
3. Get help when needed
4. Fix problems
5. Address customer needs |
Personal Skills
(how to do it)
1. Focus on the customer
2. Always show respect
3. Keep your word
4. Be a good listener
5. Show empathy |
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