Resolution Champions: The Customer Service Board Game
Teams navigate a 24-space board by engaging in authentic speaking tasks about handling customer complaints, resolving issues, and ensuring satisfaction. Players use customer service vocabulary and communication strategies at B2 level, with chance cards adding dynamic twists.
A free Board Game for Teens at CEFR B2 level. Topic: Ensuring customer satisfaction in complaint resolution.
Speaking prompts on the board
- Ask your partner: what is the most frustrating customer service experience they have had, and how was it resolved?
- Act out a customer arriving at a store angry about a defective product. Your partner must respond professionally.
- Explain why it is important to listen to a customer's complaint before offering a solution.
- Your team must agree on three phrases a customer service representative should use to calm an upset customer.
- Describe a situation where you had to apologize for a mistake. What did you say and why?
- Ask your partner: if they received poor service at a restaurant, would they complain to the manager or leave quietly?
- You have 60 seconds to convince your team that following up with a customer after resolving their complaint is essential.
- Stand up and mime trying to return a broken phone to a store. Show your frustration without speaking.
- Compare two different ways a company might compensate a customer for a serious problem. Which is fairer?
- Discuss with your group: what information should a customer service agent ask for before solving a complaint?
- Ask your partner: have they ever complained online about a company? What happened as a result?
- Explain how you would handle a customer who is demanding a refund for something they broke themselves.
- Act out a phone conversation where you apologize for a delayed delivery and offer a discount on the next order.
- Describe what 'customer satisfaction' means to you and why businesses should prioritize it.
- Your team must agree: is it ever acceptable for a business to refuse to resolve a customer's complaint?
- You have 30 seconds to present one strategy that helps de-escalate a tense conversation with an angry customer.
- Compare handling a complaint in person versus over email. Which method allows for better resolution?
- Stand up and show with gestures how you would welcome a customer back to a store after they had a bad experience.
- Explain why a business should offer compensation beyond just fixing the problem when a customer is very upset.
- Ask your partner: what is the best customer service experience they have ever had, and what made it memorable?
- Discuss with your group: how should a company train employees to handle difficult complaints professionally?
- Act out a situation where a customer service representative must refuse a request but keep the customer satisfied.
- Describe what you would do if a customer accused you unfairly of making a mistake. How would you respond?
- You have 60 seconds to explain to your team the connection between good complaint resolution and customer loyalty.