Hi, has anyone any engaging activities for use in customer service training for practical, hands on people?
Want to focus on communication and generally how to deal effectively with all types of customers. The employees carry out repairs in a utility environment.
Thank you.
6 Responses
First Principles
Hi Linz
A few questions before an answer is possible.
A game that works for me….
Hi,
An activity I use that always engages trainees is this: http://www.trainerbubble.com/Products/Ridiculous_Complaints_Training_Gam…
It adds some fun to the class and it’s useful. I’ve adapted it by getting real-life examples of odd/wacky customer questions etc from Customer Service Reps where I work, and to keep it relevant to the people you’re training I’d suggest doing the same.
Candy
Thanks!
Thanks for the tip Candy.
Kind regards,
Lindsay
Update on first principles
Hi Steve,
I’ve completed a TNA and identified that ‘soft’ customer service skills in gener need to be revisited for the whole team. We’ve created minimum service standards with the assistance of the teams and will carry out audits based on the content, therefore we have a mechanism for measuring ‘before and after’ impact.
Just want to deliver a half day interactive session that’s impactful and involving – to get the messages across to a group of people who are not usually office based.
Regards,
Lindsay.
Customer Service Exercises and Courses
You can find free customer swervice skills exercises here.
Many exercises on general communication skills are also applicable as well as body language.
One particular useful exercises is open versus closed questions as people tend to ask too many closed question and people in CSR roles can grealt benefit from this skill.
You can also use a complete training materials with workbook, slides and useful customer service exercises to run a course on this topic.
Hope this helps.
Ehsan Honary
Thanks!
Hi Ehsan,
many thanks for this – I’ll take a look.
Regards,
Lindsay