Customer service is a vital part of any business that serves the community. Customers need a designated company representative who is trained in dealing with problems and getting the customer what they need. When training a group of service agents, you can play educational games to help reiterate helpful tips they can use to execute any customer service case effectively while engaging them in fun and helpful team-building exercises.
Customer service representatives must be up to date on all company policies as well as maintain knowledge of the products. You can play a round of Hot Potato to illustrate a customer service tip of remaining knowledgeable. Gather everyone in a circle. Set a timer for five minutes. Pass a potato around the circle from one person to another. As each person gets the potato, they are asked a question about policies or product information. They must answer the question and pass the potato as quickly as possible. The person who ends up holding the potato when the timer goes off sits out. The last person standing should be given a special Employee Excellence Award for the week.
Never Say Never
Another game you can play that demonstrates positive customer service is called Never Say Never. Select one team member to come to the front of the room. She will be the customer service representative. The presenter plays the client. The presenter's job is to come to her with a complaint and be very persistent. The team member's job is to try to diffuse the situation. The catch is she cannot say "no," "never" or "not." The game gets really funny, but it is also a little frustrating for both parties. Afterwords, discuss different ways of addressing customers without being negative. A good tip for someone in customer service is to avoid using the word "no."
Finally, play a game that unwittingly puts trainees in the role of a frustrated customer. At the beginning of the session, ask everyone to stand up. Then ask everyone to stand on one foot. They must stand like this until you say "stop," no matter what. Give them a few seconds, then pretend your phone vibrated. Look at your phone and say, "Oh, goodness, I have to take this call; it will just be a second, stay as you are." Then leave the room. Stay gone for a few minutes. When you come back in the room, ask everyone to sit. Then open a discussion on how everyone felt when they were left hanging. Were they irritated that another call got put ahead of their needs? Brainstorm how this situation may apply to a customer and what you can do to avoid this circumstance.
Diane Todd holds a Bachelor of Arts in mass communication from North Carolina State University and is a former video and web producer for a North Carolina multimedia agency. She also spent several years as a media specialist/graphics designer for the Cumberland County school system in Fayetteville, N.C.