This activity is adapted from The Big Book of Customer Service Training Games.
Write the following words and phrases onto index cards: extraordinary, delight, serve, above and beyond, discovering, like family, adding value, positive experience.
Separate individuals into groups of two or three. Hand each group an index card, and ask them to write down, using the word or phrase given, their definition for excellent customer service. Give each group 5-8 minutes to complete the activity.
Then ask a representative from each group to read their statements out loud to the other groups. Guide the discussion to find the common link between all definitions, and create a definition together on a white board.