“Instead of traditional customer service training, we decided to develop something fun and interactive,” said Kevin Billingsley, President of Perception Strategies. “Keep the Customer generates a great deal of discussion about how things are currently done in organizations and what can be done to make lasting changes.” Perception Strategies’ entry into the arena of customer service training is not a new one. “We have been doing training and mystery shopping for the last eight years, ” said Billingsley. “With these new games, we are responding to the industry’s requests for more effective ways of training. Raw data isn’t enough for managers to effect behavioral change. They need a way to reach their employees with a customer focused message that is memorable. ”
As players move around the Keep the Customer board, they draw from decks of customer service scenarios, role playing, or service recovery cards. A non-playing facilitator, typically a manager, determines whether answers are correct and players’ chips belong in the “loyal customer” circle or the “lost customer” circle “The real key to the game is the part played by the facilitator,” Billingsley said. “We provide each facilitator with a guide containing optimal responses to assist them in evaluating player answers, but the burden of making sure players start to see customer service differently is theirs. The game pinpoints focus on seeing the organization from the customer’s perspective and teaching employees that it doesn’t take that much more to go the extra mile.”
Keep the Customer is supplemented by a feedback mechanism on its website at www.keepthecustomer.net, allowing game participants to provide additional thought and ideas. Supplemental information is then shared with participants through an electronic newsletter. “Future editions of the game will be based on participant feedback, which will raise the bar on service for everyone,” said Billingsley. Perception Strategies will conduct its first “Train the Trainer” session this August in Chicago, IL. They also offer “Train the Trainer” and “Train the Facilitator” programs onsite. Participants will each receive a game with paid registration.
Retail price of the Keep the Customer™ game is $397. Supplemental boosters are also available, as are single copy facilitator guides. Discounts are available for volume purchases. The price of the game, explains Billingsley, is quite economical considering the long-term value of the game and the potential return on investment for organizations. ”From our unique perspective as a mystery shopping organization, we know service in healthcare and call centers can improve immeasurably,“ said Billingsley. ”Organizations that commit to seeing their operations from the consumers perspective will be the winners.“
Since 1998, Perception Strategies has been a leader in customer service research, management consulting, training, and mystery shopping, serving the needs of healthcare providers across the country. The company is owned and operated by Kevin and Brooke Billingsley, who bring more than 20 years of experience in healthcare marketing and customer service. Headquartered in Indianapolis, the firm has served hospitals and healthcare system clients in more than 40 states.
For further information about healthcare mystery shopping, trainings, or to purchase Keep the Customer, contact:
Perception Strategies
317-546-0970
317-546-0980 fax
Kevin@perstrat.com
www.keepthecustomer.net