customer service activities for employees

Expand your knowledge and take control of your career with our in-depth guides, lessons, and tools. Use their stories as testimonials for how your new reps should be treating customers. Trusted by business builders worldwide, the HubSpot Blogs are your number-one source for education and inspiration. Albeit, this time youll include some explanations. The coin logo game is a great way to engage introverted employees. They've seen your product and company grow with its customer base and have been present for all the speed bumps and roadblocks along the way. Customer service is a crucial part of any business, and it's important to train your employees on how to handle customer inquiries. 1. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '45b1c88c-192b-4a93-b510-961f4008acd1', {"useNewLoader":"true","region":"na1"}); Get expert insights straight to your inbox, and become a better customer success manager. A supportive work environment can help your customer service agents serve your customers better. It is a chance for your team to bond and create strong relationships that can last for years. Working on customer queries from Gmail was exactly what we needed. 10 Brilliant Customer Service Training Games - Hiver Team members playing the role of the customer should feel free to be creative all customers are different, and support reps should be prepared to adapt to different situations and personalities before they get on the phones with real customers. Go to Service Vic. Theyre free to move to any other quadrant, but not anyone theyve been in previously. These activities may range from solving puzzles to performing certain tasks to sharing stories. In other words, knowing what to do when they don't know what to do will empower them to take on situations they're unfamiliar with. You need to keep practicing it, over and over again, until it's perfect or in my case, until I can find the ball after I hit it. For example, while there's probably an extremely helpful knowledge base article written on troubleshooting common product failures, the better solution in the moment may be to walk the customer through the fix rather than sharing a step-by-step document. To make sure your agents are prepared for everything, its always helpful to conduct some mock call center tests for customers with poor signal or connection issues. As a manager, you can't be everywhere at once no matter how hard you try. Nurture and grow your business with customer relationship management software. improve their approach to customer service, Staying professional while interacting with angry customers, Knowing how to take advantage of critical thinking skills. The topic doesn't matter it can be work-related, or it can be a presentation about their recent vacation photos, or an organization they volunteer with. Your employees can collaborate better, and you retain more customers. This not only provides the audience with an actionable plan but also demonstrates how someone on their team surmounted customer service roadblocks. HEARD is Disneys refined approach for managing angry customers in five steps. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '4bbcf7f8-3c11-4d5b-b284-c5f6a9d419c9', {"useNewLoader":"true","region":"na1"}); Get expert insights straight to your inbox, and become a better customer success manager. Free and premium plans. You can start by giving them examples like: Allow them to think about their request in a few minutes. All of these can give support reps helpful insights into how they work best, how they communicate with others, and possible sources of conflict they might encounter. Customer service activities include ideas about games, exercises, activities, and icebreakers related to positions and duties of customer service. Carlos*, who is in his 40s and works in customer service at a high street bank in London, knows how challenging this can be. They have to be creative and analyze an object in a way they've never done before. The idea is to put your new customer service representative in your customers shoes. Better customer service. Your service reps are responsible for keeping customers from running to your competitors. Post-pandemic, his job is hybrid and he says he is tracked relentlessly . This game provides customer service training ideas for developing communication skills and remembering names longer. If youre looking for a customer service training idea for listening skills, the old telephone game is an excellent one. The point of this game is to teach creative thinking and collaboration. In this post, well discuss 10 customer service games that will help your team engage with customers better. This tactic is easier on paper than in practice, but its worth mastering. It's also easy for reps to stagnate or develop bad habits. Although you can ask any question, a few examples include: Thank and send the first volunteer back, and ask the second to come forward. Many of these activities require little to no planning or expensive resources and will help you when you feel like you need to inject some energy into your team or want to . Free and premium plans, Content management software. Culture Workplace Team-building activities for remote teams Article | 12 min read 20 team-building activities to get remote teams through 2023 Remote work may be here for a while, but that doesn't mean your workforce can't bond. 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. Each week, hosts Sam Parr and Shaan Puri explore new business ideas based on trends and opportunities in the market, Redefining what success means and how you can find more joy, ease, and peace in the pursuit of your goals, A daily dose of irreverent, offbeat, and informative takes on business and tech news, Each week, Another Bite breaks down the latest and greatest pitches from Shark Tank, Build your business for far and fast success, HubSpot CMO Kipp Bodnar and Zapier CMO Kieran Flanagan share what's happening now in marketing and what's ahead. Our unrivaled storytelling, in video format. It also helps your team form useful bonds. Instead, you can get employees up and active by setting up a scavenger hunt within your office or workspace. 25+ Free Customer Service Training Ideas and Activities Start customer service training immediately Begin customer service training activities on day one. Let your team that theyll be performing some activities for about 45 seconds in the squares. Don't let any balloons touch the ground. In this blog post, we will share 25 free customer service training ideas and activities that you can use in your business. These are activities that are performed after a call so reps can quickly bounce back and work with another customer. Employ these 20 customer service training ideas to improve customer relations, increase employee loyalty and develop standard business practices. Every employee has a unique skill to offer to your business; however, they may not have the chance to showcase it regularly. Your firm and its customers will benefit greatly from your efforts to improve your customer service competencies. Let them know that even though its a game and it should be fun, they shouldnt make inappropriate requests. In getting that, the team is encouraged to work together, which also improves collaboration. You might also receive the brunt of a customer's frustration and be presented with feedback that isn't particularly diplomatic. Listen to the customer service employees more during the week as they provide the most meaningful feedback from the customers about their needs, doubts, frustration, loyalty, and appreciation. One person stands up and makes three separate statements. If one does touch the ground, your team is out. 1. This can be done with interactive elements designed to keep them on their toes and interested in the material. Related: 10 Examples of Great Customer Service for Your Business. Theyre super easy to do and can be a great learning experience as well. The rest of the team members will watch and judge the role play. But teaching your employees how to respond to different customer service situations is tough. But dont just assume what they want. Let each group form a straight line. Round 1 - Find something you have in common with your partner outside of work (so this excludes working for the contact centre!). Customer support can also be done in person and many of the same rules apply here as well. One person is elected to think of a message that they'd like to pass on, such as "The customer is always right." Real calls can give you insight into real expectations, and input from team members can provide a unique perspective to help reps constantly improve. This game is played by having players sit in a circle. The game contains two rounds, each followed by a short debriefing. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Customers often feel frustrated when they arent familiar with your methods or dont get the point of your questions. Do you want your team members to pay more attention to work and their interaction with your customers? When the timer runs out, the team with the most items wins. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. 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. Many people will tell you that work is not all fun and games, but in reality, this cant be further from the truth. New activities will be added in the months leading up to Customer Service Week. Next, it'll become clear to your reps which types of solutions work best for specific situations. Running around and having some laughs is a great way to keep things casual and fun. Free and premium plans, Customer service software. Who hasnt played the deaf telephone game at least once in their lives? This game is played by having everyone circle up with one person holding the ball of yarn. One thing to try is Jamboard, a virtual whiteboard that your staff can use no matter where they are located. Periodically, teams should gather to listen to a recorded call with a customer and talk about what went well, and what can be improved. If your company sells a physical product instead of software or services, it can be helpful for employees to see how the product works, inside and out. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you. Disney manages a lot of visitors annually, yet most of its visitors look forward to another visit. Customer service skills include patience, understanding, empathy, adaptability, and calmness under pressure. Then ask the judges what they think of the customer service in each of the steps, and why. Have your team call your competitor's customer service line, and if possible, purchase one of its products or free trials. Participants will see how easy it is to get carried away with work that you fail to stop and see if youre still on track. No matter how hard you try, sometimes you might get the blame for a problem that's completely out of your control. HubSpot Podcast Network is the destination for business professionals who seek the best education on how to grow a business. Every work activity out there can be learned and improved with a little bit of creativity and some games and customer support is no different. See pricing, Marketing automation software. Game 1: "Here's What, This is Why" This customer service training game teaches how to explain your processes to the customer and why it's important. Choose a place youre very familiar with to form your memory palace (It could be your home, a hostel you stayed in, your high school, a theme park). Hiver has come along as a trustworthy, discerning, and dependable sidekick that has helped us manage our emails better and faster. They're an integral part of how a company functions as well, and they deserve to be celebrated and recognized. Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service. Nicholas Godwin unearths your dream customer's motivations and aspirations using AI. 8 tips to build and manage a customer service team | TechTarget During interacting with customers, words may get lost along the way and misunderstandings can occur. 'I feel constantly watched': the employees working under surveillance Instead of telling them to read a boring handbook or sit through a course, let them play some games and have fun. Best 11 Customer Service Games, Activities, and Training Ideas Then assign actions to each of the quadrants. However, the first person must continue to hold onto the end of the string and simply pass on the ball. To minimize the communication getting confusing and avoid misunderstandings, you can pair your customer staff and let them draw something. The presenter can't speak and has to teach the item's new purpose to the team. Customer Service Training Categories To Enhance Customer Satisfaction During a scavenger hunt, employees are broken up into teams. We're committed to your privacy. That's why it's important to have processes and systems in place and emphasize the adoption of those early on. 9 Customer Service Training Ideas to Inspire Your Team A training course dedicated to teaching them how to use social media might be helpful (Here's one from HubSpot Academy). 9. Sometimes, standards can fall by the wayside when meeting a quota is the immediate goal for the team each week. Attention to detail, good listening skills, and the ability to take a critical approach in different situations are absolute essentials nowadays. Why is this Customer Service Week so crucial for your employees? 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. Customer service training games bring fun and engagement to customer service training. One of the best ways to build empathy is by taking on the perspective of the customer. All of HubSpot's handcrafted email newsletters, tucked in one place. Heres one of many examples of what it looks like in practice: (YouTube video linked in the heading). Keeping that interaction in mind, the rep should craft a thank you letter from the perspective of the customer. Ask each member to create a user persona for a customer with a fake name and stock photo. How do they answer your questions? This makes a complex topic much easier to understand because the speaker has connected it to a relatable concept. Here are some of our best team-building activities for customer support teams that don't ever require you to leave the comfort of your four walls. When you're supplying software to businesses, it's not uncommon to receive phone calls from their IT teams and it can really make your support team stand out if they can relay this information offhand. Learn what customer service is and why it's important. Ill like a mansion for my next birthday. Virtual Customer Service Week Activities to Engage all Employees While this game will definitely produce some good laughs, it will also teach a good lesson on dealing with difficult customers. To save you some setup time, be creative when selecting items for the list. Corporate culture is extremely important for customer service employees. Whether you're training a new rep or a more experienced one, shadowing support calls is a hands on way for them to understand a few things about the way your company handles service interactions. All of these factors and more can be uncovered just by being a customer yourself. Below are some customer service training ideas you can use to build a strong educational foundation no matter what industry you work in. Whatever the topic, lunch and learns will keep support reps in the habit of being able to present and explain new topics to others. You dont have to follow any pattern to ask questions. Then, have each pairing select one person as the customer and one as the customer support rep. 7 Impactful Customer Service Training Ideas & Activities - Klaus One framework you can use is the DiSC profile, which evaluates people's behavioral and personality differences. Comments: 1 Summary: Implementing the right customer service training program will help your teams to better understand the business and resolve customer queries easily. You'll need about three times as many balloons as people on the team. This exercise will challenge support reps to reframe the conversation with a customer when, in fact, the answer truly is 'no.' The group must find a way to untangle the knot without ever letting go of someone's hand. Have the first one come forward with the instruction to answer the question youre about to ask as quickly and accurately as possible. On a regular basis, support teams should take turns giving presentations during a group lunch. They recap what happened, why it happened, and how they overcame it. The objective is to identify at least one example of when they have received excellent customer service. There will be times when customers complain about things that seem ridiculous, but it's important that a rep remains cool and collected. It reveals which of your customer service staff members are the best listeners and critical thinkers (YouTube video linked in the heading). For instance, one might claim to speak four languages. You only need a few chairs. These activities show the importance of a conducive working environment to the agent and customer. Knowing that their services are appreciated will raise the confidence of your team. This preparation can be the difference between your team saving loyal customers or losing them to churn. By dancing around making silly movements, your team will naturally loosen up and share some laughs. Start listing the names you want to remember. You never want your customers to feel like the last person in a game of Telephone -- confused. Some of our branches are pet-friendly, so you might see a few dogs and cats roaming around. Working with Children Check | Victorian Government Some examples of role-play scenarios include giving feedback and learning to show empathy. Next, break the group into smaller teams to discuss the scenario. Each team is given a list of items that can be found within the perimeters of the game. While the actual game allows playing with a variety of themes -- from movies to animals -- this version will focus on customer support. Whether your customer service team is short on time, or completely remote, these topics, tips, and ideas are sure to get your reps excited and motivated to deliver the best service to your customers. In this activity, you will have each rep consider a positive customer interaction they had that week. Learn and get certified in the latest business trends from leading experts, Interactive documents and spreadsheets to customize for your business's needs, In-depth guides on dozens of topics pertaining to the marketing, sales, and customer service industries, Multi-use content bundled into one download to inform and empower you and your team, Customized assets for better branding, strategy, and insights, All of HubSpot's marketing, sales CRM, customer service, CMS, and operations software on one platform. Use masking tape to divide a room into four quadrants and number each of them. We listed a nice variety of choices from fun games, through workshop ideas, to remote solutions. In this activity, you will have all members sit in a circle. To provide the best experiences, we use technologies like cookies to store and/or access device information. This helps strengthen their understanding of the concept so they can apply it in their day-to-day. Assign turns and calls the first participant to act out the term with him or her without saying a word. This list of 21 skills apply to every customer service agent, rep, and employee. This game shows that people who think theyre poor at remembering names arent using the right techniques. The Ultimate Guide to Training for Customer Service & Support If your customer service staff cant pay attention to detail, they may not be able to resolve clients issues. There are many ways to train your front-end employees. Getting your employees to play it allows you to kill two birds with one stone. Distribute them evenly in all the quadrant and ask them to start based on the quadrants activity. You cant rely on reported speeches because your colleague might leave out some important information. The best way to make customers comfortable is to ask them if theyre okay with your offering. Team members should be put into pairs and take turns role-playing the customer and the support reps. "Customers" should make big, bold requests that support reps can't say 'no' to but instead, have to figure out a solution-oriented response. 20 Training Ideas for Effective Customer Service | Indeed.com This doesnt mean that their customers dont have complaints. 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Play Quadrants and What the Customer Wants. Customer service training is the coaching that employees receive with the goal of improving support and satisfaction among customers.
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