The customer-centric approach in the
contemporary online market has forced vendors to take special measures to
improve their customer service standards because this is what on which lies the
whole success of a business.
Either to get a competitive advantage
or to earn customer loyalty, a good customer service helps entrepreneurs
accomplishing their business goals in a more realistic and practical way.
Therefore, for the businesses of all types and sizes, it is important to work
on the improvement of their service standards.
The customer service department of a
business can only progress if its members are well-trained, knowledgeable and
experienced. Strict regular training or classes though work to bring out
positive outcome from your team members but to get the most of your CSRs you
must engage them in customer service training games.
It has been indicated from a survey conducted
by Liveadmins ® that customer service department is likely to learn more from
the training games rather than from lectures and regular training classes. Different productive activities prove
helpful in keeping all the members active, engaged and interested in learning
more.
Given below is the detail of some of
the key customer service training games.
Avoiding ‘Saying No’
Saying ‘No’ while communicating with
your customers is embargo as this triggers negative perceptions and emotions in
the purchasers but at the same time it is irrepressible to avoid this word.
Therefore, to overcome the situation you can arrange activities in the form of
games by dividing the customer service team into groups of two.
Ask each group to come up with the
best alternative word for ‘No’ while dealing with the customers whether
face-to-face, on phone or through live chat. Jot down the alternatives and then
reward the group that comes up with the best replacements.
Handling Outrageous Complaints
This is the issue faced by every
customer service team; especially by the ones, who deal on the larger scale.
Sometimes the questions or complaints made by the complaints are totally absurd
or ridiculous leaving the CSRs irritated but here is where they need to cope up
the situation.
To better handle such issues you can
conduct complaints resolving games, where you yourself need to prepare the list
of absurd customers’ issues which your CSRs encountered in the past or are
likely to face in the future. Deliver the list to each member and ask them to
come up with the best possible solutions and share them among all, once the
game is over.
Listing Alphabets
This is also one of the most effective
brain-storming activities where you are supposed to ask your team members to name
two or more customer service practices. This way, the whole team of CSRs will
get more knowledge and ideas which they themselves can use while rendering
their services.
Besides, there are lots of more
practices which you can use to improve the overall performance of your CSRs.
Healthy activities keep your team enthusiastic, motivated and productive.
