Customer Service Exercises For Teams

30 Amazing Customer Service Training Ideas, Exercises

Customer experience simulation is essentially the reverse of role-playing. Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service. The benefit of this exercise is that reps can see the roadblocks they troubleshoot … See more

1. Rose, Thorn, Bud. Materials: None. This is a great, low-energy activity that requires nothing but your team's presence. 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.
2. Me Too! Materials: A ball of yarn. is another fun game that helps your team bond and get to know each other. This game will also get everyone up on their feet and moving.
3. Writing Letters from Customer Perspectives. Materials: Paper and Writing Utensils. This is an easy activity you can assign to your team to do on their own time.
4. Telephone. Materials: None. Telephone is a popular game that usually ends in hysterical laughs. And while it typically functions as a game for small parties, it doubles as a great team-building activity.
5. Difficult Customer Scenarios. Materials: None. This is a great activity to get your team thinking. While this game will definitely produce some good laughs, it will also teach a good lesson on dealing with difficult customers.
6. The Ice Breaker. This exercise is a great way to kick off an induction training session, by getting recruits up and talking to their new colleagues and gathering key learnings that they will need to bring into the contact centre.
7. Acronyms. Acronyms is a quick, fun exercise to engage new advisors with fundamental contact centre topics, such as service excellence, soft skills and the customer experience.
8. Questions and Answers. This game involves asking advisors two questions, to test their listening abilities – although they should not be told that this is the intention of the exercise.
9. Ping Pong. No, not table tennis – but something equally engaging! It starts by getting the advisors to find a partner. Then they count to three, 1-2-3, 1-2-3, etc., but alternating between the two.
10. Determine the Scenario. Too often advisors are asked to only use open questions, in order to gain as much information about the customer as possible, so they can then find the solution that works best for them.

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6 Fun and Powerful Training Games for Customer Service …

WebThis is a useful exercise for both groups. The service rep gets a thorough exercise in conflict resolution, while the ones playing the customers get …

Estimated Reading Time: 7 mins

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