Trainers' Market - Card Games for Developing Service

Card Games for Developing Service is a versatile learning resource consisting of 40 games and activities for developing service effectiveness, designed around two unique decks of cards. The 52 Service Interaction Cards present behavioural characteristics for effective front-line customer or client service. The 52 Service Environment Cards present behaviours that support and encourage a service-focused culture.

The Cards
Each card has an eye-catching headline; an engaging illustration; a short paragraph describing a particular behaviour; and a question or two for the user to answer about their own service behaviours or those of the team. The cards are uniquely involving, requiring the players to use their senses of touch, sight and sound. By holding the cards, reading, discussing, arranging and sharing them, learners become immersed in the activities.

Both decks of cards contain four sections. Each of the sections includes a mix of ‘Do’ cards - behaviours to practise and develop, and ‘Don’t’ cards - behaviours to be aware of and to avoid, as follows:

1 Service Interaction Cards
• Paying Attention: cards 1-6 (Do) and 27-33 (Don’t)
• Establishing Rapport: cards 7-13 (Do) and 34-39 (Don’t)
• Gathering Information: cards 14-19 (Do) and 40-46 (Don’t)
• Solving Problems: cards 20-26 (Do) and 47-52 (Don’t).

2 Service Environment Cards
• Creating the Environment: cards 1-6 (Do) and 27-33 (Don’t)
• Increasing Knowledge: cards 7-13 (Do) and 34-39 (Don’t)
• Improving Processes: cards 14-19 (Do) and 40-46 (Don’t)
• Encouraging Others: cards 20-26 (Do) and 47-52 (Don’t).

The Games
The 40 games in the collection include discussion games, card sorting and assessment games, acting and artistic games, as well as games that focus on how to apply the behaviours directly at work. There are also four board games that make use of the three games sheets.

Each game includes: a learning objective, explanatory summary, approximate running time, directions for play, variations and debriefing questions. All of the games make use of the Developing Service cards and facilitators have the option of using one or both decks, for most games.

Card Games for Developing Service has been developed for people working in a variety of service environments - public or private, sales or administration.