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Then give them the rules of the game. Customer service training is one excellent example of employee development activities. 10 Important Customer Service Duties and Responsibilities - LiveAgent Microlearning training sessions can cover topics such as the most common customer complaint or a documentation process. Customer service managers' main responsibility is to support teams and help them succeed. This will help you hold employees accountable and show customers that you're committed to creating a positive experience. One of your agents draws something on a piece of paper and instructs the other person to draw the same picture. Even something as simple as going through recorded phone calls to analyze different situations can have a great impact on the quality of your customer service.Yet, there are also plenty of other features that can enhance your agents performance. Employ these 20 customer service training ideas to improve customer relations, increase employee loyalty and develop standard business practices. Brain teasers are short puzzles that encourage critical thinking, paying attention to detail and careful listening. For many new employees, breaking the ice can be difficult. This customer service training game teaches how to explain your processes to the customer and why its important. Two of them are facts and the last one is a lie. Would you like help setting that up?". No matter how absurd a customers request is, you can always decline it without saying no. They create crisis communication plans and educate every rep on how to respond to common questions that customers will have for the business. This will remind employees how they should treat one another and how they should voice their opinions if they need to confront an issue. They also dont appreciate long wait times. If one does touch the ground, your team is out. Ensure that you're providing ample continuing education to reinforce what they learned in onboarding and further the development of their skills. These images clarify and support your speaking points, making your presentation easy to follow and more impactful on the listener. All of these factors and more can be uncovered just by being a customer yourself. For more information, check out our, 30 Amazing Customer Service Training Ideas, Exercises & Topics, Download Now: Free Service Training Template, Join 64,500+ Customer-Facing Professionals, Pop up for FREE CUSTOMER SUPPORT TRAINING TEMPLATE, customer-centric companies are 60% more profitable, 49% of consumers say they'll unfollow a business, Discuss contingency plans for potential shutdowns, active listening and communication techniques. Role Playing While there are many solutions out there, our recommendation is CloudTalk. Making eye contact, smiling, and being amicable can go a long way to get the best service from a customer representative. As a manager, you can review your knowledge base or product playbooks to create trivia-style questions that reps can answer individually or on teams. We hope this article gave you some creative ideas to implement in your company. The point of this activity is to help your customer support reps put themselves in their customers' shoes. Then ask the judges what they think of the customer service in each of the steps, and why. It is then the team's job to act out the phrase and get the player to guess what is written. The 21 Essential Customer Service Skills for Every Employee - G2 As your team becomes acclimated to the processes and procedures for serving customers, they'll need to maintain your company's service standards. The point of this game is to teach your team the importance of clear communication. Tools like Loom and Zoom can make video training quick and easy. Below are some customer service training ideas you can use to build a strong educational foundation no matter what industry you work in. This game shows that people who think theyre poor at remembering names arent using the right techniques. Using the above questions with explanations, you could have: Ask the whole team how they feel about answering a series of questions without knowing why. Reflective listening is repeating what people say when you respond to them. Allow the reps playing the customers to be as ridiculous as they want, but to a reasonable point. If you do end up using games or other alternative methods to teach certain concepts, always circle back to reinforce the mission and their role. But your needs are unique. All they can use are words: (YouTube video linked in the heading). Running around and having some laughs is a great way to keep things casual and fun. The human knot is a classic team-building activity that gets your team close -- in more ways than one. Whether it's formal pairing or a more casual connection, you can rely on more experienced reps to help train those just starting out. For this team-building activity, you can pair two coworkers together per team. Reading through live chat examples and listening to calls can help employees pick up useful knowledge and skills from real life situations. Hiver has come along as a trustworthy, discerning, and dependable sidekick that has helped us manage our emails better and faster. You can make it more visual by imagining the person standing close to their names in the palace. But teaching your employees how to respond to different customer service situations is tough. When it finally reaches the final person, that person must say aloud what they believe the message to be -- which is typically far off from the original message. One thing to try is Jamboard, a virtual whiteboard that your staff can use no matter where they are located. No matter how hard you try, sometimes you might get the blame for a problem that's completely out of your control. It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. Virtual Customer Service Week Activities to Engage all Employees Customer Service Week Ideas for Any Budget, Activities, and Gifts - Gladly Carlos*, who is in his 40s and works in customer service at a high street bank in London, knows how challenging this can be. The audience then has to guess which one is the lie. Online quizzes are great tools for improving your customer support teams performance and boosting morale. The Customer Role Play Game Customer role play is an excellent customer training exercise that businesses must do at all costs. But the trick is, you lose 91 percent of them without getting the chance to find out what happened. Some of the most popular options are: Online customer service courses Webinars and QA sessions In-person service training workshops Customer service training manuals and ebooks Customer training: soft skills vs hard skills Soft skills may include personal work ethics or good time management. Use this opportunity to tell participants about your customer service goals. 20 Training Ideas for Effective Customer Service | Indeed.com Customer Service Week activities make it fun and easy to celebrate. Each person is given a collection of coins or random small objects -- pens, paper clips, etc. Do you want your team members to pay more attention to work and their interaction with your customers? Gamifying your training helps your customer service team listen and communicate better. Each activity includes, complete instructions, leader tips, and handouts, if needed. 13 Quick & Easy Team-Building Activities for Customer Support Teams But you need to know what comfort means to your customer. There are a few types of presentations you can use to conduct training. This activity will show your team why they need to communicate directly and avoid reported speeches as much as possible. The steps in this technique ensure that you get to the root of every problem. Make it one person per time and give everyone a few minutes to place that person in their memory palace before moving to the next. For instance, someone who listed shoes can be asked if theyre hiking boots or their regular office shoes. Rather than being personally offended by rude comments, your reps can learn to treat them as that customer's "thorn" of the day. You cant rely on reported speeches because your colleague might leave out some important information. However, when they know that it involves explaining how a product works, it might come down to two languages. Your staff also need to handle situations on their own with the right approach. The point of this game is to learn how to effectively problem-solve with a team. Customer service training is essential for all businesses. But when customers are upset or frustrated, answering their requests with a flat-out 'no' might serve to aggravate them and won't move the conversation forward. People with strong empathic abilities are better at establishing long-term customer relationships. When you're not able to solve a problem for your customer, give yourself positive affirmations like I did my best, and I'm proud of that.. Theres nothing better than learning through practice, especially when you do so with a bit of laughter and fun. 8000+ teams use Hiver to delight their customers! You may unsubscribe from these communications at any time. Reflective Listening Reflective listening is repeating what people say when you respond to them. 10 customer service team-building activities. 1. Simple activities like these give your team the opportunity to bond and have fun together online. Instruction should be used when presenting a new or complex topic to your audience. But customers wont feel heard if your employees feel disengaged. The program also teaches students that customer complaints and frustration can be an opportunity to earn . It's preferable to select partners that don't know each other too well so that this activity gives them a chance to connect. That's because they're working on the front lines with customers, acting as the face of your business. Let them know that even though its a game and it should be fun, they shouldnt make inappropriate requests. You can start by giving them examples like: Allow them to think about their request in a few minutes. 7 Best Customer Service Training Ideas for a Remote World Many of the tips, topics, and ideas we've mentioned thus far can help your team provide exceptional customer service from the customer's perspective. Any business knows the importance of customer service skills. If angry, pretentious, or aggressive customers are a common occurrence at your workplace, you can organize engaging workshops with a psychologist for your frontline employees. You won't need to purchase many materials or even leave the office, but you'll still maximize the fun. You can start the game by giving them an opening statement, such as "A customer calls to speak with a support rep." Then, one of the players continues with a "Yes, and" statement, where they add on an additional sentence to the story. Getting your employees to play it allows you to kill two birds with one stone. When someone in the group hears something to which they can relate, they must say, "me too." I'll make sure to get you your money back in full. 1. First, it's important to make sure that your customer service team has the right skills for your managing customers' needs. Once the teams are set, assign each one a color and give them matching balloons. Practicing active listening and communication techniques is paramount to delivering great experiences, and by cultivating these skills among your team, you're setting them up for success. However, those conceptions may not be concrete enough or align with the vision you have for your organization. The expectations of the role might seem clear it's about helping and guiding customers to solve their problems and answer their questions. Rose, Thorn, Bud is meant to be a check-in activity that allows everyone in the group to spread their positive energy and dismiss their negative energy. Keep on reading this article to find out more. The recordings can be also used for recruitment processes, or to identify who your clients are and how to handle them in the best way possible. But do you know how to turn business talk into action? Before beginning this game, you should take some time to craft the Heads Up-style game cards. By reviewing these ideas consistently, new hires will feel more comfortable when joining your team, making them more productive early on. Learn what the typical day in the life of a customer support representative looks like, and meet one of Hivers own. "Good and bad customer service experiences" exercise In a facilitated group session, split your staff into pairs or trios. Social media is a key component of a robust omnichannel support solution. In fact, knowledgeable employees are one of the most important aspects of a good customer service experience. You can also choose to give each group different statements to pass down the group. Implementing various games, either in real-life or digitally, is a fantastic opportunity for your team to: Here are our top choices for games and activities that your customer service team can try today. However, the list becomes more specific to adapt to the destination. 3.1 1. All of HubSpot's handcrafted email newsletters, tucked in one place. 'I feel constantly watched': the employees working under surveillance Let your team that theyll be performing some activities for about 45 seconds in the squares. Reps won't remember everything from training; getting out there and doing it is what helps retention and build competency. After all the solutions have been decided among the groups, bring everyone together, and have one representative from each team read their scenario aloud and explain how they'd solve it. If you're looking for a motivational format, you can try storytelling. Your most experienced reps are some of your team's most valuable resources. Sometimes, working on the front lines of customer support can be really stressful. They can get a feel for real-life scenarios they'll encounter before they're immersed in them. To practice growing your reflective listening skills, break team members into pairs, and ask them to take turns responding to their partner by reflectively listening. Since they are neither mind readers nor co-workers, it might be difficult for them to understand your processes. The friendly competition and gamification of the training session can help reps confirm what they already know and retain what they don't so that after the game is over, they can apply their product knowledge when offering solutions to customer issues. But it doesnt have to be. Working with Children Check | Victorian Government Without it, your employees will not be able to provide the best customer experience possible. Customer Service Week Activities - Customer Service Week - CSWeek.com Have your team call your competitor's customer service line, and if possible, purchase one of its products or free trials. To provide the best experiences, we use technologies like cookies to store and/or access device information. For example, if a rep had a really positive interaction with a customer, have that employee talk about that call and what they did to create such a delightful experience. Distribute a test, physically or by email, respectively, with an instruction to submit in two minutes. During this game, the host selects a random item. You'll be inspired and moved by the conversation they shared, which teaches another lesson on the impact of doing as much as you can to help the customers you connect with. Check out how well these trainees did during their mock call center tests: (YouTube video in linked the heading). 10 virtual activities to engage employees Activities for in-person team-building Start team building today Providing your team with fun activities to do at work contributes to a happier employee experience. Place each name in a specific place within your familiar structure or memory palace and stick it to your memory. Customer service training ideas for communication skills help to bridge the communication gaps between companies and their customers. All rights reserved. There's an interesting case to be made that being a good customer begets great customer service. It also helps customers feel heard if they're dealing with a frustrating or time-sensitive issue. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '3f403048-fd8e-426f-bddd-4fce020ae24b', {"useNewLoader":"true","region":"na1"}); This is a great, low-energy activity that requires nothing but your team's presence. Try another search, and we'll give it our best shot. Here are a few customer service tips for identifying ways to better serve customers: 1. Customer service training games bring fun and engagement to customer service training. Plus, youll get better and more accurate information from the customers. Then, each group will decide on a course of action to help the customer in the given situation. The group interaction will also show you members that can easily interact with new people. Pick one of the participants to share the name of a customer they serviced before. If your balloon supply is limited, split employees up into smaller teams and play multiple rounds. Many people will tell you that work is not all fun and games, but in reality, this cant be further from the truth. Ill like a mansion for my next birthday. First, they'll get a sense of the types of calls that come in. Subscribe for little revelations across business and tech, Learn marketing strategies and skills straight from the HubSpot experts, When it comes to brainstorming business ideas, Sam and Shaan are legends of the game, Watch two cerebral CMOs tackle strategy, tactics, and trends, Everything you need to know about building your business on HubSpot. Panopto discovered in a 2019 study that employees are 75% more likely to watch a video than read text. The Ultimate Guide to Training for Customer Service & Support You only need a few chairs. Just like setting the right environment, applying the above-mentioned customer service training ideas and games can boost your performance.

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