The first contact of communication for a customer is the customer service department. For a company to have quality service, the customer service representatives must handle their job with care and professionalism. Excellent customer service is the result of customer service training and will be worth the effort over a period of time. You can find many free online customer training activities, as well as other training programs that you can purchase.
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Separate your team into two groups. The customer service game "Never Say No" is a game to combine humour with customer service training. Set a time for completion of the game. Have your group make a list of how many ways they can say "no" without using the word. For a higher level of strategy, give your agents role play scenarios where the team members must solve problems without using the word "no". Present the list and eliminate words and phrases that could make a negative impression with the customer. The team with the most positive words on the list wins the game. Make the game competitive with a prize for the winning team.
Make a list of customer service behaviours. Choose a type of business for which the employees will role-play as a "customer." This is the Mystery Shopper Game. Have your agents act out areas of customer service, such as how you answer the phone, how you greet the customer and how you solve a problem. Employees will role play as mystery shoppers and interact as customers. When role play is completed, evaluate the experience based on the criteria set by the team, then the results will be shared during the next team meeting.
Create an area in the workplace with cardboard and call it the "Extra Mile Wall". Every time an employee goes the extra mile to assist a customer, write down what they did and post it on the wall for everyone in the workplace to be able to read what they did. You can also add a photo of the employee. When you read all the postings everyone can see examples of excellent customer service. To add more fun, host a party celebrating the employees on the wall.
Prepare a customer service card game. Make two stacks of cards with two different activities on them. Create activities specifically for your business. For example, if you have a travel agency one set of cards can contain knowledge of the business, such as "What information is required to retrieve a airline reservation for a customer?" The second set of cards can contain scenarios such as "A customer calls to change a reservation, and does not want to pay the required change fee set by the airline. What do you do to make them understand they must pay for changes to a ticket, and this restriction is written on the ticket?" Give small rewards for correct answers. If you want a customer service training game already prepared, "Deal With It" is a great option with more than 120 business scenarios.
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