3 Fun and Useful Customer Service Training Games

Dóra Rapcsák
January 07, 2020
January 07, 2020
6 min read
#Call Center Life

Working in a call center is a pretty difficult job. In such a fast-paced environment, most agents will undoubtedly benefit from a well-thought training program in order to be able to excel at their job.

In other words, as it is your agents who can keep your customers happy in the long run, you’ll really need to invest in providing them with the possibly best training sessions.

We already collected some handy tips for training call center agents, which you can check here. But sometimes adding a little bit of fun to training sessions is the best way to keep your agents motivated. So, here are 3 useful and fun customer service training games to get the most of your agent team!

Customer Service Training Game Nr. 1: Never say never

Customers don’t like to hear that you cannot help them with their issues. Still, however well-trained your agents are, there will always be situations when they simply won’t be able to solve a problem. And in such cases, approaching the problem in a positive way is vital. This game will help your agents learn how to handle situations positively when they cannot solve a particular problem in the first place.

What’s the most important is that your agents should never say “I can’t do this” to customers. Therefore, this game will train them to say, “I can do Y” instead of just saying “I can’t do X”.

Let’s see how the game works:

Have your agents gather in a circle with clearly legible name tags. Give your agents a couple of minutes to come up with a few requests for their peers. Requests can be anything from realistic to imaginary such as, “I want you to do my tasks today” or simply “I want to ride a unicorn”.

Then, instruct your agents to call out a peer’s name and request one thing from their list. The named agent has to turn down the request without saying “No”. Once they managed to deny the request, it’s their turn to call out another employee, and so on. Make sure the rules are clear for your agents, and get the team started.

Customer Service Training Games Nr. 2: Over to You

Every customer service team deals with frequently asked questions and issues on a daily basis. For such cases, you have probably established solutions, but what if a little bit of brainstorming could help you to come up with something more efficient?

For this game, again, ask your agents to gather in a circle and think of an issue that is common amongst your customers. Then, discuss with your team how they would handle the situation.

Ask them the following questions:

1, If this was your business, what would you do?

2, If you knew you couldn’t fail, what would you do?

3, If you had an unlimited budget, what would you do?

4, If you had a magic wand, what would you do?

This game helps your agents come up with creative solutions while they can also learn from their peers’ answers. During this game, it’s important to move around the groups and listen to their ideas, while also sharing useful insights with your agents.

Source: Call Center Helper

Customer Service Training Games Nr. 3: Write Customer Letters

Working as a call center agent is not easy. Agents spend most of their time on the phone talking to customers, resolving issues. Considering the high levels of stress commonly experienced due to the great amount of unexpected situations, it’s not surprising that team morale is often extremely low in contact centers.

The following game will not only help you boost morale in your team but also enables agents to better understand what attitude customers are looking for when contacting them with their issues.

For this game, you’ll need to have a team of around 10 people sitting in a circle. Ask one agent from your team to tell one of their recent customer stories. Ask them to share the customer’s name, most recent purchase and what they needed assistance with.

Then, ask each members of your team to write a thank you letter to your company from the customer’s perspective sharing how this interaction helped them and praising the company’s professional handling of the case.

Ask some of the agents to read out their letters and discuss them with together with the team. Make sure to highlight what the customers appreciated the most regarding the interaction. You can also create a list of the praises and then send them to each agents so that they can look at them during difficult days.

Adding customer service training games to your training program is a great way to better engage your agents while also adding some fun to the learning process. Try these 3 games for better results!

Dóra Rapcsák
Dóra Rapcsák is Content Strategist and Copywriter at VCC Live®. As a Content Marketer and CX enthusiast, her aim is to discover and tell you about tomorrow’s ideas on Digital Marketing and Customer Experience.
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