Customer service training activities
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Here are some more customer service training activities to help you reinforce key learning points on your customer service training courses or during your team meetings.
1. Body Language
Face to face customer service personnel, understanding the power of body language
What you need
Practice - Remember the sequence of the actions yo need to take below. You need to be familiar with these actions and well practiced doing them. If you hesitate or lose track it will be more difficult to get people to follow you so easily.
Explain that you are going to give a series of instructions which you'd like everyone to follow.
As you state the actions, make sure you do them too:
-touch your nose
-wave at everyone
-cross your arms
-clap your hands
-pay yourself on the back
-touch your forehead!! but as you say this last instruction touch your nose
You'll see that the group will follow your non verbal cue over your verbal instruction.
This links nicely to first impressions work and body language when dealing face to face with customers.
Here's another exercise on creating a good impression
which you might like to use after this exercise. This also focuses on creating a good first impression and body language plays a huge part in that impression.
This is generally a good exercise for anybody in a customer facing role.
Set a time limit ( usually 10 minutes )to the exercise.
What you need
This is a simple training activity which requires little planning, or materials. On a flipchart list out the alphabet so
A - B - C - D - E etc
Ask the group(s) to come up with something related to customer service or great customer service for every letter of the alphabet.
It should be pacy to get energy into the training room. If you have competing teams award a small prize to the best, or the team that gets the most.
3 Just a minute
This training activity is a derivative of the great BBC radio panel game.
Great for Energizing the group Repetition of key messages Focusing attention Participation and focus Listening skills You understanding the points they are learning.
You can use this training activity as an energizer or to get people to summarize their learning after a session or an exercise.
If you are working with good sized groups (say 6 – 12 people ), you can split them into two teams, as there is an element of competition which encourages participation and focus.
Allow 5 minutes per person. This activity can run as an energizer between other sessions.
You will need
Stop watch, whistle for you to signal the end of one minute, whiteboard to keep score Optional. Something for the participants to make a noise with – rattles, whistles, bells ( you could just ask them to shout their name, or clap ).
You explain that the objective is to speak for one minute on a topic which you will give them, without deviation ( going away from the point ) hesitation ( um’s, er’s, pauses )or repetition ( of any word ).
If people on the opposing team observe a deviation, a hesitation, or a repetition they challenge by blowing their whistles, or shouting their names out. You must stop the clock when a challenge takes place.
You will need to keep score, one point is awarded for a correct challenge, and the person challenging ( if they are correct ) takes over and continues to speak without deviation, hesitation or repetition. This continues until the minute is up.
If the challenge is incorrect, you award a point to the speaker, and they are allowed to carry on.
It’s often worth having a practice round before you start scoring, start on something simple for people to get the gist of it. Something like, “where I live”
Then give them subjects related to customer service, such as
• the customer is always right
• dealing with angry customers
• when something goes wrong
• the customers shoes
• going the extra mile
• good customer service
This can put real energy in the training room, if you run it after each input or exercise, so that the teams compete with each other. It focuses people’s attention during exercises because they know they will be playing for their team.
You can get them to play for prizes, individually or as a team.
Other customer service training activity - Fists, good for complaint handling
Look for other training games or icebreakers
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