text by Joanna Sinclair | photos by Lindström The board game helps introduce new employees to the company and its practices.
The game will help a new employee quickly get a handle on the company.
Service development need not be hard work “You are a service representative. The day has been hectic, and you're on your way to a customer operating in a large industrial area to deliver a fresh batch of workwear. When XNT FDS SGDQD XNT jMC SGD CNNQ KNBJDC 3GD VGNKD @QD@ HR empty and you can't see a soul. Your schedule still includes many more workwear deliveries to other customers, and the clock is ticking. What do you do?” he above question is one of twenty tricky customer service situations for which Lindström staff members playing a board game are looking to find the optimum solution. The “At your service” game is part of Lindström's service culture development project. There are three ways to get ahead and collect points in the game. The question cards measure the participants' knowledge of Lindström, and the chance cards add a level of suspense. Most of the two-hour session is spent on service situation questions, which include typical real life, day-to-day service situations and hypothetical situations. First, the chairman reads out the card and each player has a short time to think about the right option. Then, everyone
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Players discuss the situations in good spirits. reveals their choice and discussion follows. In ten minutes, the team must reach agreement on how to solve the situation. The solutions are not entirely straightforward. For some answers you get minus points, for some you get moderate plus points, and for the best service solutions you win a large bonus. The game has been well received by employees. It helps players see
situations from different perspectives and consider how their own actions can impact the customer's service experience. The link of customer-focused thinking to practical work becomes clearer as the game progresses. But what do you do if you're stuck behind a closed door as a service representative? Do you call a service line for the customer's phone number and let them know by phone that the door needs to be opened so their delivery can be made? Or do you just let customer service know the situation and drive away? What about leaving the delivery of clean clothes at the door and letting customer service know it's there? Or should you just hurry on to make sure other customers get their deliveries on time? Lots of options, but what would be the best service? We will not reveal the right answer yet, as the game is part of Lindström's new employee induction and continues to be played at various branches. Meanwhile, our service standards continue to rise.