Customer Service Exercise: Memory Game

Purpose

The purpose of this activity is to illustrate the importance of visual observation when dealing with customers. This game also shows the importance of team work in gathering more information when needed.

Objective

Delegates to memorize a list of items first individually and as part of a group.

What You Need

• A sheet of paper and a pen for each delegate.
• 25 unrelated items such as a small photo frame, a watch, a hair pin, a spoon, a small calendar, an umbrella, a paper clip, a grater, etc. (Make sure the items are unrelated. For example don’t include all office stationary in your collection).
• 2 containers or cardboard boxes.

Setup

• Give each delegate a blank sheet of paper and a pen.
• Explain to delegates that after seeing the collection of items, they have to make a list of what they saw from memory.
• Stand in front of the group. Take out each item from one of the boxes, hold it in front of the group for 1 second and then put it into the other box or container. Make sure delegates can’t see inside either of the boxes.
• After showing all the items, explain to delegates that they have 3 minutes to write down as many items as they can remember on their sheets. Delegates are not allowed to speak to each other during this task.
• After 3 minutes, split the group into teams of 3 people and ask delegates to compare their notes with their team mates and note how they performed as a group in the task.

Timing

Explaining the Test: 5 minutes.

Activity: 10 minutes

Group Feedback: 15 minutes.

Discussion

How did the delegates find this activity? What was the average number of items they could list? What technique did they use in memorising the items? How was the performance as a group? Did a group do better than individuals?