In other words, if the customer service employee is rude, the customer will perceive that the company is also rude and does not care for its customers. In this customer service training material PowerPoint, you can educate and train employees to deliver professional customer service to external paying customers as well as internal customers. Live chat, email, messaging, social, ticketing & knowledge base – all in one, for free! Sometimes all it takes is one broken link to lose a precious customer for life. Hand each group an index card, and ask them to write down, based off of the word or phrase given, a definition for excellent customer service. They don’t care to be berated, ignored or passed from one associate to another, especially for a product or service they’re paying for. Make sure your job description and interview questions focus on characteristics associated with good customer service and critical thinking. It’s easy for workers to naturally cluster within their own departments and divisions and not interact and learn from others. This activity will help participants see the value in a comfortable working environment, as well as the importance of creating a good and comfortable environment for their customers. Here are six free customer service tips you can start using today. And yet, although companies have had a long + Read More. Then, with the extra time, encourage individuals to create their own personal mission statement with the company, and suggest they keep it in their office or on a sticky note attached to their computer. These small actions may not result in immediate breakthrough sales, but overtime they will be remembered by your customers and will add to the perceived level of care they’re receiving. Employees will come up with ideas to deliver outstanding service. A professional and effective support team is helpful to customer loyalty. The High Cost Of Employee Turnover, Hospital Leadership Development Program [Guide], 360 Degree Feedback Assessments For Hospitals, 44% of US customers switched from one business to another due to poor customer service, In one year, 89% of consumers switched businesses due to negative customer service, 34% of consumers posted their negative service experiences online for other consumers. This tip is tied into breaking out of silos. The employees delivering the customer service is the face of the company to the customer. Train your staff to be positive and energetic, even when they don’t feel like it. Train your employees to listen attentively to the customer’s statements and responses to questions. Have you ever attended customer service training, only to discover that the trainer is ill-equipped to be teaching anyone anything about customer service, except how not to do things? All Rights Reserved. What You’ll Need: Pictures of each team member/character, and a recall test. The idea here is to face challenges with co-workers they might not traditionally work with, just like how you can’t pick what customers you’re dealing with or what problems you may face. Discuss the company mission statement as a whole, and then ask each group to create a collective mission statement for their team. From upper-level management to the mail room, all workers should strive to remember those clients with whom they interact. 7. Not only does each interaction between employee and customer affect the number of customers retained, but employees with effective customer service skills feel a greater sense of value and commitment to their job. Whether in person or online, have each participant state their name. When she’s not writing, she’s reading, traveling, or playing around on Photoshop. Have each group form a single file line. These are also marked here. Customer service will make or break your company. The purpose here is to show how much more comfortable it is for customers if they know exactly what is going on. It sounds simple enough to say that service must be given with a smile, yet how often does it really happen? This is a great challenge for virtual teams as well, as it doesn’t require an immediate presence and can be done on individual time. Format: Full-Day Training Course. Role-play with your employees regularly. There are two attitude anchors: maintenance anchors, which help you maintain a positive attitude, and repair anchors, which help you fix your bad moods. One study found that 42% of consumers are put off by rude, unhelpful employees. 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. After the second individual guesses, the first person will reveal the lie to the group. Then hand out or email a test. Part of your customer service training can serve to help employees see that each customer service touch point, no matter how small, is a golden link in the overall customer experience chain. He or she will hand the ball to this person, while still holding on to an end of the yarn. Provide the volunteers with a scenario that you may have seen happen in your company—something either common or comical to keep their interest. If you have a help desk, make sure that customers aren’t put on hold for extended periods of time. + Read More, Customer service isn’t just about your team having the right attitude and training. Customer service are those activities that a company fulfills for a customer. Speaking fo which… 4. Practice Through Real-Life Scenarios. Using customer responses will also let you see what’s missing from your customer service training, especially if you notice a trend in responses. This activity is adapted from The Big Book of Team Building Games. Encourage participants to think creatively. The Stranger Challenge requires that workers print out the “I Don’t Know This Person” sign, and find a stranger who agrees to pose for the photo with them, effectively pushing them out of the bounds of introverted behavior.. Then challengers can upload their photo onto the site to be featured in the gallery! This activity is adapted from The Big Book of Customer Service Training Games. While the traditional game has the person who guesses the term/phrases correctly perform next, it’s easier and more efficient to assign turns no matter who guesses correctly. If an employee can’t furnish the answers a customer needs from their own department, they should feel encouraged and at liberty to seek the answers elsewhere in order to best assist the customer. Keep groups no smaller than 10 and have the group seated in a circle. There is no doubt that strong, effective customer service training programs are necessary for every business in every industry. Rapid responses and prompt feedback must be included in your customer service training. Of course, the product or service provided also matters. Give each group 5-8 minutes to complete the activity. To start, divide people into groups of 3 to 6, and give them the supplies listed above. Connect with her on LinkedIn. Perhaps I should measure the width of your shoulders. Irate customers come and go. These kinds of customer service training programs often teach customer service skills by simulating interactions with customers. Everyone has dealt with the employee who never smiles and seems to care less about what happens. Network Corporation in Canada and other countries. The power of improvisation games for customer service. If this is online, have each team member share a picture of themselves in a group chat as they state their name. Good customer service is essentially good problem-solving. Customer service training is more than just training for your customer service representatives. Role-playing can be quite effective, especially when it comes to sales. The concept of an attitude anchor is an activity or thing that helps you maintain the awesome attitude you need in order to be effective in customer service. 10 Customer Service Activities To Supercharge Your Team, The Big Book of Customer Service Training Games, How to Handle a Large Volume of Live Chats, AI Chatbots in the Contact Center – Help in a Crisis. Encourage team members to turn it in within two minutes—then share the answers. Don’t forget to take pictures of the resulting towers—you’ll be inspired by the creativity! From determining a service brand and deciding a strategy to mastering the art of email messaging, we offer a solution for almost anyone who has customers. 10 Customer Service Training Tips Your Employees Need To Learn, Copyright 1995 - 2020 by Edge Training Systems, Inc. Carla Jerez is a senior content writer at Comm100. Don’t forget to share. This customer service course targeted to public-sector employees will: Address challenges specific to providing customer service on behalf of a government. This activity is adapted from mftrou.com. (For example, “My favorite food is sushi.”). Knowing your customers also ties into simple caring and asking about your customers’ welfare. This activity is adapted from Green Rock Customer Connect. Divide the room into four quadrants with the masking tape, and assign a number to each quadrant. Have groups share the message, the created backstory, and their appropriate customer service response. Training and the customer service employee lifecycle Training isn’t just about onboarding—the best teams never stop learning and growing. Don’t forget to implement a recognition program for your employees so you can reward good customer service when you need it. This is especially important on bad days. If your new to customer service, you can learn skills to help you interact with customer and impress potential bosses during a customer service interview. 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. Mon - Fri 9.00 - 17.00 +44 (0) 1635 890450 The hard truth is that people will look for alternatives that are delivered in a professional and appealing manner. This helps your team link activities to learning and apply the learning to the workplace. When providing customer service in the public sector, often you are the only game in town. If you are all well-acquainted with one another, have each team member create a customer persona, with a fake name and a picture of a celebrity. This is an extra special touch that is sure to bear tremendous fruit. Each activity focuses on a particular area of learning and comes with suggested debriefs. Duration: Depends on group size (and how much fun you’re having! And if the customer is being belligerent, don’t stoop to their level and give them even more to complain about. This activity requires at least six people. So often within a company, employees do not want to step into a coworker’s territory, an unfamiliar department or a different project. Disney handles over 135 million customers in their parks each year, so customer service isn’t something they take lightly. The First Mile: The Essential Art Of Customer Service (VIDEO). At the end of the week have teams drop their eggs from the top of a building to see which eggs survives and which go splat. How can you make sure the customer service your business offers stands out? Diagnose: Get to the bottom of the issue so you can make sure it won’t happen again. Look for candidates who communicate and listen … Overly demanding clients are sure to walk through the door. Copyright © 2020 Comm100 Network Corporation. Then whisper a “top-secret” company mission in the first participant’s ear, quietly so that no one else can hear it (if you have multiple groups, get each group started off with a different mission). 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. 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. Make sure your customer service training includes the simple concept of “caring.” Nothing creates satisfied clients and produces long-term customers better than an organization full of employees who truly care about their customers and show it. In the second round, give each group a slip of paper with a destination, and ask them to repeat the activity. 25. Customer service is important not only to the customer but to the employee as well. Business Training Works’ customer service courses are practical, hands-on programs designed to improve people’s ability to interact with customers, clients, patients, and coworkers. For the second round, give teams 5-10 minutes to develop both a backstory and response to the fictitious customer. Although each of these activities work brilliantly as general customer service training activities, there may be times you want to focus on a particular area of learning. 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