Introduce the session by explaining that participants will be trying to gain a better awareness of customer service issues by linking disparate words together to make logical statements. This creative approach to viewing service elements expands the way in which we provide service to a variety of customers as well as solve potential problems.

Form subgroups of three or four persons each. Distribute a sheet of blank paper and a pencil to each participant and one copy of the Service Link Game Board to each subgroup.

Explain that you will be rolling dice to provide two numbers that will correspond to the words on the game board. Each participant will write a statement about customer service that links the two words. For example, if numbers 3 and 11 were rolled, the participants would link the words listening and complaint in a statement—for example, “When there is a complaint from a customer, it is important to use active listening to understand the details of the situation.”

Roll one die and announce the number to the groups. Next, roll either one or two dice and announce the number.

Allow a few minutes for participants to complete the task. Ask group members to share what each has written and to discuss similarities and differences among their statements.

Allow several minutes for discussion and then ask for some examples to be shared with the larger group.

Repeat steps 4 through 6 several more times, alternating with rolling one or two dice to obtain the two numbers being provided to the subgroups.

Explain that group members now will link three attributes together. Announce three numbers by selecting an appropriate combination of single or double dice rolls. For example, first roll one die, then one die, and finally two dice.

If time allows, you may choose to have the subgroups link four attributes together by providing four different numbers as determined by rolls of the dice.

Lead a general discussion by asking the following questions: