All you need to do is ensure that everyones enjoying these games and enjoy every moment of this. These recognitions and celebrations can encourage your employees to have better teamwork and morale. Remote training is geared towards improving employee and team performance through training programs completed at their homes. Just like setting the right environment, applying the above-mentioned customer service training ideas and games can boost your performance. Participants will notice the difference in planning with and without a destination in mind. HEARD is Disneys refined approach for managing angry customers in five steps. They should continue the process until the last person in each group hears the statement. There are many ways you can recognize your dedicated customer service professionals. For instance, one might claim to speak four languages. With this activity, theyll be able to understand how a customer feels when contacting them and determine areas of improvement based on their experience. Product demos are demonstration activities that managers and product creation teams use to teach products features and qualities. These challenges can be anything. But what they may miss out on in a remote environment is sharing feel-good success stories and decompressing from tough customers. With the widespread availability of video-recording technology and tools (such as Loom), you can create a bank of training material employees can access anytime. However, when they know that it involves explaining how a product works, it might come down to two languages. Gamification uses the interactivity and some of the problem-solving techniques often employed in computer games, helping to engage and inspire employees in their learning. Although you can ask any question, a few examples include: Thank and send the first volunteer back, and ask the second to come forward. Disney manages a lot of visitors annually, yet most of its visitors look forward to another visit. Building Impact offers care package assembly, supply drives, and online coaching opportunities for remote groups. 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. They just may be the meeting mode of the future. * 7-day free trial | No credit card required, People Operations Project Manager, Clutter. Theyre free to move to any other quadrant, but not anyone theyve been in previously. All Rights Reserved 2022 Theme: Promos by, Virtual Customer Service Week Activities to Engage all Employees. Research shows that creating art can lower stress and anxiety. Companies are increasingly striving to measure remote work sustainability, but its not an easy feat. Good product knowledge is a critical skill for customer service employees. 7 Top Skill-Building Activities For Customer Service Online Training 1. 9. Given our current climate in a post-COVID world, remote work and, in turn, remote training has become a decided mainstay. Whats one of the best ways to find out how youre faring against the competition? To practice this skill, why dont you arrange some group role play games? What Types of Companies Need to Offer Outsourced Customer Service (Virtually) Although virtual customer service isn't only a preserve for particular companies, the following categories are likely to benefit more: Startups. slide 1 of 5. The initiative was a surprising success, with many team members volunteering to film tours of their own homes to help their coworkers get to know them. To help your support team decompress, hold a virtual art class. There are two different ways for a sales team to approach this team-building exercise. Build up group camaraderie by letting team members interview each other on a video call. Thank you for subscribing to our email communication. The Emotion Phone Game is good because emotions are sometimes difficult to identify over the phone, and employees who can master this game will soon become customer favorites. If your employees cant listen, customers will get annoyed. Straw race - Customer service activity. Simply create any gamification template slide from your online training platform to facilitate this, which is fully customizable to suit your teams needs. These 7 Things Seriously Annoy Online Shoppers. You can make it more visual by imagining the person standing close to their names in the palace. What you need: Drinking straws (like those you get with your drink at any fast food restaurant) 2 single very small pieces of paper the size of the smallest post it notes you can find. CloudTalk is a 200+ person global tech company transforming customer experience by enabling businesses to build lasting relationships with their customers. You want to show customer service agents to cover communication gaps and connect. This game is always fun because when the last person shouts out the statement, it has no resemblance to the one you told the first person. A travel blog about a guy traveling the world because it seems like a fun thing to do. Video works a treat. Knowing that their services are appreciated will raise the confidence of your team. And theres no better way of doing that than by setting up a mentoring program. And, if it does, what are some customer service training ideas that can help organizations make the most of this shift? Why the Moment for Video Chat for Business is Now. You can also choose to give each group different statements to pass down the group. The company sends each employee various tea and coffee samples before the event, then the facilitators tell stories and educate the group on the origins of the samples. Thanks to customer service training games, you can make hard-to-grasp concepts a breeze. So dont tell customers things you cant do. Help Scout piloted a unique way for employees to virtually meet several years ago with its own version of MTV Cribs. Advances in AI and machine learning will drive a new wave of hyper-personalization through the better understanding of learner behaviors, increased ability to predict their needs, and by adapting and administering content based on employees past behavior. You can always arrange programs or invite expert speakers to share their experiences to educate your employees to be more productive and effective with their tasks. As long as you keep the environment supportive and lighthearted, over time, you should get more participation. 6 Fun and Powerful Training Games for Customer Service Teams Their results speak for themselves. Wanting to improve your customer service is one thing, but knowing how to do so effectively is a whole different story. Customer service training is a program to build employees' understanding of the proper ways to interact with customers. This game shows that people who think theyre poor at remembering names arent using the right techniques. Drive engagement and retention by resolving issues faster and connecting with customers. This article provides a resolution for the issue where Power Virtual Agents bot conversations are shown as active on the Omnichannel for Customer Service dashboard even though a user has ended a chat. We hope this article gave you some creative ideas to implement in your company. Its no secret that working on the front lines of customer service can be extremely stressful at times. Free, external courses are available online that can be used to teach particularly good customer service skills in health. Cookies helping understand how this website performs, how visitors interact with the site, and whether there may be technical issues. Then call the first participant on each line and whisper a statement that they should whisper to the next person on their group. Knowledge share activities can have a negative impact if team members dont take them seriously. You can invite unique guest speakers or even professionals to share their experiences and tips on professionalism. 1 Celebrating Customer Service Week Activities Virtually 2 Unique Customer Service Week Activities Ideas 2.1 1. The first quadrant can have participants sing nursery rhymes at the top of their lungs. Working on customer queries from Gmail was exactly what we needed. Ocean Freight Operations Manager, Flexport, Logistics - How Bergen Logistics resolves customer queries 72% faster, Finance - How Countless is saving 29 hours every month, Hospitality - How Vacasa handles support emails 80% faster, Client Service - How Oxford Business Group delivers 2X faster support, 11 Customer Retention Strategies you shouldnt overlook in 2023, 5 Effective Ways to Use Gmail Labels for Finance, Top 10 Helpdesk Ticketing Systems for Your Business [2023], 10 Best Team Email Management Software [2023], 10 Brilliant Customer Service Training Games, Gamify critical thinking, collaboration, and alignment, Boost your team members listening skills, Customer service training ideas to deal with difficult customers, Set a comfortable environment for agents and customers, Putting Customer Service Training Ideas to Work. The company is going to run a promo that will last for two weeks. To help you implement the training into the life of your customer service team, here, we've listed 27 ready-to-use customer service training activities to help you create your own dream team! This will fuel the employees to work better and strengthen the bonds among employees and make them more committed to your company. But 1 in 4 say they dont have the tools they need to succeed. To cut back on Zoom fatigue, consider upgrading your software so you can have a virtual-reality (VR) meeting instead of another video chat. Unfortunately, some software may be more difficult to learn outside of a face-to-face environment. By submitting my personal information, I consent to Zendesk collecting, processing, and storing my information in accordance with the, By submitting my personal data, I consent to Zendesk collecting, processing, and storing my information in accordance with the, 83 percent of businesses think working remotely has been successful for their organizations, 26.7 percent of employees will continue to work remotely this year, Learning new skills can help your team be more adaptable and likable, humor on the job can lead to higher job satisfaction and strengthened social bonds, The business imperative of supporting your people, Internal customer service: Definition, tips, and examples. Virtual Customer Service Week Activities to Engage all Employees Honest Feedbacks 2.4 4. Dont hesitate to check them out now. When the session is over, let a few participants try to remember everyones name. In this way, you can smoothly carry out an amazing time with all of your employees. This round is a repeat of round one except that this time, you give the groups their destination on a piece of paper. You can start by giving them examples like: Allow them to think about their request in a few minutes. The interaction takes place through the various digital channels such as: Even the most sophisticated technical solution will not replace face-to-face communication. We're 100% Gmail. Go DIY with a Zoom meeting where the host has a campfire background, and all the team members come prepared with their favorite fireside snacks. The game works best when you use it on new recruits who havent had time to interact. During customer interviews, in addition to finding out where customer service can be improved, your customer service team can also identify problems with products or services. With these activities, your team gets to bond, and theyre more likely to engage at work. You dont have to follow any pattern to ask questions. Youll also find out that a customers response might differ when you give context to the questions. This letter should emphasize the companys strong points. The brand knows what its customers want, so they developed strategies to keep them happy. The best way to make customers comfortable is to ask them if theyre okay with your offering. Hiver is like having another person on my team. Information in the knowledge base allows employees to familiarize themselves with product features and even teaches them how to go about troubleshooting. Customer Service Games & Training Ideas | Seismic Have each team member take the test privately, and then come together to share results and get to know each other on a whole new level. There are a couple of ways to get the needed feedback from your customershold a focus group and conduct surveys. These training courses, especially ones in editable libraries, make it easy for training managers to find quality content to teach customer service reps. Get precise insights into customer engagement center performance to track KPIs and find opportunities to enhance CSAT. There are many skills your employees need in order to provide top-notch customer service, including: To help you prepare and train your staff to be better at what they do, we have a helpful list of effective games, training ideas, and more. Insights, trends, tips, and tricks about all things customer support. With EdApps forum-like Discussion feature, your team can easily share ideas, practical uses, and knowledge with each other. But the fourth one will be for relaxing. Required fields are marked *. It is recommended that you do role-playing activities with your customer service team so that they can get used to different customer service scenarios before facing customers and revisiting this exercise periodically. Invite team members to check in daily by sharing a single emoji that reflects how theyre feeling. Contact center and/or pod decorating contests. Your email address will not be published. Consider trying these customer service-oriented team-building activities: 1. Each of them should think of two or three requests. This kind of activity can also be hosted on your LMS through a discussions and assignments feature, which opens up coach-based discussions and reflection. Some of the external courses they can take are compliance training, customer satisfaction courses, bad customer service courses, customer service experience courses, customer-feedback courses, onboarding courses, customer-loyalty courses, and other learning and development courses. These small appreciations can help you make them more loyal, productive, and committed to your company. Attention to detail, good listening skills, and the ability to take a critical approach in different situations are absolute essentials nowadays. The idea is to put your new customer service representative in your customers shoes. Hiver is extremely easy to use. Assign turns and calls the first participant to act out the term with him or her without saying a word. Serious games allow employees to develop problem-solving skills by advancing through levels and overcoming obstacles. Work in Progress 20 Customer Service Training Ideas, Activities & Games Customer service is an important aspect of any business, but it's not always easy to get the most out of your employees. Then give them the rules of the game. So, instead of focusing your team-building activities on completing a task, prioritize team members getting to know each other individually. Multiple VR-based meeting platformssuch as Virbela, Spatial, and MeetinVRhave cropped up in the wake of our new remote world. Using this approach, Microsoft products are used to enable omnichannel customer engagements. This investment will allow your employees to work on personal development and growth, which can greatly benefit your business. This on-the-spot quizzing can teach you a lot about your coworkers. On the flip side, junior staff can also impart useful knowledge to more experienced employees a process known as reverse mentoring. These are only a few of the many features that these softwares offer. Experienced staff can demonstrate and explain processes, adding tips and tricks as they go particularly useful for learning how to use customer service software systems, for example. But customers wont feel heard if your employees feel disengaged. Robotics process automation. 27 Customer Service Training Activities to Use In 2022 This exercise will show your team the value of working in a comfortable environment. They can choose to ask reasonable and realistic questions or make them imaginary and outlandish. The recordings can be also used for recruitment processes, or to identify who your clients are and how to handle them in the best way possible. To minimize the communication getting confusing and avoid misunderstandings, you can pair your customer staff and let them draw something. Play Quadrants and What the Customer Wants. That's why we suggest leveraging fun games for your customer service . Grooming or upgrading your employees is a must to make them more experienced and productive. When you're providing customer service, make sure you are . A supportive work environment can help your customer service agents serve your customers better. No one likes to hear that its impossible to get what they want. What Makes These Customer Service Activities So Great? Teach your team to reduce errors that come from overlooking important information. The discussion that follows will either narrow down or expand their list. Ensure that you can arrange the dates beforehand as this will let your employees bring out time from their jam-packed schedule. Features of modern video chat technology can even allow you to incorporate some more fun customer service training ideas, like changing the screen background to suit the context of the roleplay. This can be difficult when talking to angry customers who cant calm down, no matter what. But it doesnt have to be. 10. But teaching your employees how to respond to different customer service situations is tough. For example, you could use a spot the difference to highlight where safety breaches have occurred in one image but not another. Set up a video call where each team member writes down a ridiculous customer complaint. Industry-leading webinars and events from team Acquire. Easily assign team members to carry out a certain role and track the results and follow up with further reflection and feedback. They get a chance to practice reacting to customer concerns with empathy, even when they seem ludicrous. This game explains the famous phrase: Customers are always right. Even when they are at fault, allowing them to leave will hurt your business. The support agents have one job: They cant laugh. To regain that long-lost, pre-pandemic kumbaya feeling, consider hosting a virtual campfire with your team. The customer service charade is a fun game thatll teach your team the importance of body language and verbal communication. If you and your team are missing your ritual gatherings around the office coffee pot, bring coffee hour to your virtual meetings. Internal customer service can help improve the employee experience at a time when workers are increasingly dissatisfied at work. Virtual Customer Service During the Coronavirus Crisis This game is an interesting way of training how to communicate effectively and listen carefully., It also empowers relationships between your staff. This is a great example of a job brief . The rest of the team will try to guess the word or phrase based on the demonstration. This gives your team a chance to work with everyone toward a common goal. Customers want to feel valued and appreciated. This customer service remote training activity is the perfect way to give your employees a grasp of what it is like to be in their customers shoes. Whats important to me is running my business, quality of life and of course, travel. For employees to get the most out of training, it has to be fun. These training courses can be world-class materials that will help elevate your customer service teams. The dynamic nature of a knowledge base is also a big plus as it ensures information is always up-to-date. But, theres far more to be gained from using the plethora of tools available to find new methods, do things differently, and evolve to reflect the needs of an increasingly online world. Since supervisors and managers also have access to customer conversations their team members are having, they can offer specific and actionable feedback on any particular areas for improvement, too. Take this time to discuss the importance of destination to planning. You could implement an incentive program in your workplace and offer some nice gifts for employees who actively engage in such fun quizzes. This type of remote training activity helps employees view the experiences of the customers on a more personal note and not just as another statistic. Ill like a mansion for my next birthday. There are numerous LMS systems out there for managers and course creators to create courses for help-desk employees to learn and improve their existing customer service skills. 7 Best Customer Service Training Ideas for a Remote World Have the groups meet on a video call once a week to get to know each other and talk strategy. This can be easily done by listening to a recording or viewing the transcript at the same time, best done through a videoconferencing application. Feedbacks are essential if you want your business to grow and develop. This is also a great social activity to keep your teams connected and bounce ideas off each other. Then almost immediately, say Ready, go! and start timing before they ask you any questions. Focusing on individual aspirations in this way brings personalization to employees ongoing development. Connect directly with your customers, any time and from anywhere in the world. During interacting with customers, words may get lost along the way and misunderstandings can occur. This team collaboration and alignment game for customer service training requires only a pen and paper. It also helps your team form useful bonds. Getting your employees to play it allows you to kill two birds with one stone. 7 Impactful Customer Service Training Ideas & Activities - Klaus
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