Dealing the Customer a Winning Hand

Building awareness of what customers expect – and what they perceive they get …

A table-top card-based activity that builds individual and team awareness of the gap between what the customers expect from you, compared to what they perceive they get in reality. This three hour workshop requires real customer data such as the findings of a Mystery Shopper or Customer Service Audit or Employee / Customer Satisfaction Survey in order to achieve the game’s full potential.

Event Details

Group Size:
30 - 200
4h - 6h
Price Guide:
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Dealing the Customer a Winning Hand

Building awareness of what customers expect – and what they perceive they get.

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team development, messages, dealing the winning hand

How It Works

The workshop is unique in its ability to engage the participants in learning about what is really important to the customer in reality while at the same time developing both knowledge and skills on how to effectively influence customers. It is an engaging process in which participants trade views on what is and is not important to the customer, making it an ideal tool for observation in culture change, large group and conference interventions, values related & customer service initiatives and assessment / development centres.

Who It’s For

Dealing the Customer Winning Hand benefits teams and groups from across all organisational and functional levels, e.g. leadership teams, operational teams, project teams, sales teams, as well as multi-disciplinary, cross functional teams and groups. It also works well for big conference groups.



Key Features

  • Fun, interactive, playing card based activity
  • Custom-designed around real customer data
  • Builds awareness of the need to continually develop customer facing skills & knowledge
  • A practical & wholly relevant introduction to a conference theme or skills development workshop

Key Benefits

  • Individuals & groups take more responsibility for their own development in the following areas:
  • Understanding the customer
  • Modifying own behaviour to meet customer expectations
  • Questioning techniques & listening skills
  • Selling skills, influencing skills