customer service training activities

Here's 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

Good for: Face to face customer service personnel, understanding the power of body language

Length: 2 minutes

Preparation: Practice - Remember the sequence of the actions below. You need to be well practiced doing this, if you hesitate then people will not follow you so easily

Instructions:

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

-stand up

-cross your arms

-sit down

-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.

2 Alphabet

This is a simple training actvity 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.

Set a timelimit ( usually 10 minutes )to the exercise, 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 Energising 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 energiser or to get people to summarise 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.

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 noises this – rattles, whistles, bells ( you could just ask them to shout their name, or clap )

How it works

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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