When she’s not writing, she’s reading, traveling, or playing around on Photoshop. Provide the volunteers with a scenario that you may have seen happen in your company—something either common or comical to keep their interest. The #1 directive that every customer-facing employee needs to learn is to succeed with every customer–and to call in reinforcements if the relationship seems, at any point, to be going south. Whether in person or online, have each participant state their name. Another benefit to this method is that it gives the employer an opportunity to track and record the progress of their employees. Then after 20 seconds, shout: “Switch!” Participants are allowed to go to any other square they want, but they must switch, and they must visit each quadrant once. Ensure your work environment allows your employees this freedom. Encourage participants to think creatively. This activity is adapted from The Big Book of Customer Service Training Games. Jesse Scinto from Colombia University explains in Forbes why Fortune 500 companies like Google, PepsiCo and McKinsey send their employees to improvisation classes. The purpose here is to show how much more comfortable it is for customers if they know exactly what is going on. Customer Service training teaches CSRs to develop a customer-centric approach, encouraging them to put themselves in the customers’ shoes to see things from their perspective. Whether you’re planning a training course or using external courses (we’ve compiled a list of free and paid training courses for you to choose from), it’s important to take a break and have some fun in order to keep your team members engaged. Sometimes all it takes is one broken link to lose a precious customer for life. Introducing a competitive element helps inspire teamwork, but beyond that it also drives home the importance of resourcefulness and communication in the most dire of customer service scenarios. Additionally, some activities are especially short and fun, which makes them ideal for working as energizers, to raise energy levels during the course of a day or when a team has returned from a break. Give each participant a piece of paper and five minutes to recreate a difficult customer service experience they had and to share how they resolved it. Afterwards, ask them to be more specific and give more details. If you’re doing the training, be sure that you’re well-prepared to instruct others. But ongoing customer service training falls on the rep as much as it does on the company. Site Map | This customer service course targeted to public-sector employees will: Address challenges specific to providing customer service on behalf of a government. The idea here is not only to raise team morale, but actively engage participants in considering what a customer is really looking for when they seek help from one of your team members. A customer service manager decided she wanted a four hour onsite training class. Start the following activity with a HEARD lesson. These are also marked here. Don’t forget to share. Training employees on the same set of competencies gives them a standard process to deal with customers and creates a sense of team spirit. The following customer service training games may seem trivial, but they do more than simply drive a concept or point home: they help foster a sense of teamwork and shared direction. The First Mile: The Essential Art Of Customer Service (VIDEO). The best combination is to have excellent customer service for an exceptional product; however, customer service is so important that even a superior product accompanied by poor customer service will often fail in the long run. Then invite a set of volunteers to the front, prompting one of the two to ask a question a customer has asked him or her before. Research shows that 91% of consumers use email daily. 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