Customer Conundrum

Step 1: Setup

• Materials Needed: Scenario cards detailing complex customer issues, resource cards, a timer, and scoring sheets.
• Room Preparation: Set up a central area for facilitators and separate workstations for each team, equipped with necessary materials.

Step 2: Briefing Participants

• Explain the purpose of the game: to resolve customer issues effectively with limited resources.
• Discuss the rules: each team will have a fixed set of resources and limited time to devise a solution for each scenario.

Step 3: Starting the Game

• Distribute the first set of scenario cards to each team, detailing a specific customer issue they need to solve.

Step 4: Resource Allocation

• Teams use their resource cards, which may include tools like extra information, consultation with an expert (a role played by a facilitator), or technology aids, to help solve the problem.

Step 5: Problem Solving Under Time Pressure

• Teams have a set time limit (e.g., 15 minutes) to come up with a viable solution using their allocated resources.

Step 6: Presentation of Solutions

• After the time expires, each team presents their solution to the group. The facilitator and other teams provide feedback based on creativity, feasibility, and resource efficiency.

Step 7: Scoring and Feedback

• Teams are scored on how effectively they solve the problem, the creativity of their solution, and their resource management. Feedback is provided to guide improvement.

Step 8: New Rounds with Increasing Complexity

• Introduce new scenarios of increasing complexity in subsequent rounds to further challenge the teams.

Step 9: Final Challenge

• The last round features the most difficult customer scenario, requiring teams to use all the skills and knowledge they've acquired during the game.

Step 10: Debriefing

• Conduct a debrief session where teams discuss what strategies worked, what didn’t, and how they can apply these insights in real-life customer interactions.

Step 11: Reflection and Learning

• Facilitate a reflection on key learnings and encourage participants to think about how they can transfer the skills to their job roles.

Step 12: Feedback Collection

• Collect feedback on the game’s format, the relevance of scenarios, and the overall learning experience.

Step 13: Follow-Up

• Schedule a follow-up session to review how participants have applied the skills and strategies in their actual work settings.

Step 14: Celebrating Success

• Recognize and reward teams or individuals who showed outstanding problem-solving skills and resourcefulness throughout the game.