The Customer Service Survey
Games
Wed - October 3, 2007 04:07 PM in
One of the most efficient ways to teach complex ideas and skills is through playing games. That's because games allow you to create a miniature version of the real world (without a lot of the complexity) geared towards the most important elements you're trying to teach.
I'm giving a distilled 90-minute version of the VocaLabs Workshop (Customer Service Surveys: Practical Techniques) at the SOCAP annual conference in Palm Springs next week, and one of my biggest challenges was how to fit the key lessons from two days of hands-on learning into under two hours.
Naturally, I settled on a game.
So if you're going to SOCAP, you'll have the chance to play The Survey Game, where you're in the role of a call center quality manager who has to figure out why your customers aren't happy, and how to fix them. You've got a limited budget and time, and of course the more money you spend on surveys the less is available for actual quality improvements.
The game will teach about survey bias and accuracy, how to allocate scarce resources between data collection and quality improvement, and how to balance expensive but reliable survey methods with inexpensive but unreliable techniques.
Posted by Peter Leppik
Naturally, I settled on a game.
So if you're going to SOCAP, you'll have the chance to play The Survey Game, where you're in the role of a call center quality manager who has to figure out why your customers aren't happy, and how to fix them. You've got a limited budget and time, and of course the more money you spend on surveys the less is available for actual quality improvements.
The game will teach about survey bias and accuracy, how to allocate scarce resources between data collection and quality improvement, and how to balance expensive but reliable survey methods with inexpensive but unreliable techniques.
Posted by Peter Leppik
Posted at 04:07 PM | | | | |