They have worked with businesses, government groups, associations, and educational institutions of all shapes and sizes in such industries as healthcare, hospitality, automotive services, retail, insurance, banking, oil and gas, and pharmaceuticals. There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. Fixing problems that aren’t your problem. The premier hospitality management company in the United States. This is the 10th session we have scheduled, and we always ask for Shawn.”, “We cannot thank Stefanie enough for the fabulous presentation she delivered to our reception staff and directors of housing. At the end (and after a number of chuckles), you’ll find that the web is incredibly tangled—proving the importance of your interconnected team. Hand each group an index card, and ask them to write down, based off of the word or phrase given, a definition for excellent customer service. All other trademarks or registered trademarks are property of their respective owners. CCPA | As always, the team loved the session, and I’ve been hearing great feedback. Charles is a great teacher, I would like to have him teach them.”, “Phillip, you are the best! Don’t forget to take pictures of the resulting towers—you’ll be inspired by the creativity! 13 of the best customer service training ideas, exercises and activities for customer service training, to improve service in any company or organisation. This design challenge was made famous by Peter Skillman at a conference in 2007, and has even been the subject of a Ted Talk effusing its benefits. Working with you both has been an outstanding experience throughout the entire process. Training your team's customer service skills is the most common training for any organization. Ask another volunteer to stand up, and offer her the coat, this time asking questions like: Does it fit well? He was a very motivated and inspirational speaker. LinkedIn reports that only 4 percent of disappointed customers complain to staff members, but nine out of 10 never return. The feedback I got from my staff was that it was useful not only in work but in their personal lives as well.”, “The workshop was appreciated very much, and you (Stefanie) were indeed a big hit. Privacy Policy | After our class he took the time to look over the questions we use during our interview and provided positive feedback. Then give them 18 minutes to build the tallest free-standing tower. I feel like we all took something positive away from the course which is all I can ever ask for.”, “Thank you again for working with us last week. Our instructor-led training courses are available to private groups. From determining a service brand and deciding a strategy to mastering the art of email messaging, we offer a solution for almost anyone who has customers. If someone says money, ask if cash or card is better where they are heading. The Stranger Challenge requires that workers print out the “I Don’t Know This Person” sign, and find a stranger who agrees to pose for the photo with them, effectively pushing them out of the bounds of introverted behavior.. Then challengers can upload their photo onto the site to be featured in the gallery! What we do, how we act, how we present ourselves all feeds into that and our ultimate success as sales professionals.”, “Thank you Kate, Chris, and Kathy! We also consult in person and virtually. Empathize: Use phrases that convey that you understand how the customer feels. Explain to team members that within each quadrant they are expected to perform the assigned activity for 45 seconds: Singing nursery rhymes as loudly as possible; At first you will assign people to their first quadrant to keep the amount in each space even. If you see a program here that’s of interest for virtual delivery and not currently listed as a virtual training program, get in touch. For example, you might say that you had a burger for lunch (true), have two siblings (false), and like to play hockey (true). He asked participants to share their stories, and he respectfully critiqued them using this technique as a teaching tool.”, “I wasn’t sure what to expect and found it to be awesome. A partner who will ask questions about your goals and objectives. The Guest is a training comedy that will forever change the way your employees view their customers -- their guests -- by reminding them that everything we need to learn about delivering great customer service, they already know. To play, ask for several sets of two volunteers. Give them a short amount of time to decide on these items, and then ask them to share their answers. Moments of reflection, laughter, and engagement made this a great FLAG kickoff to the year!”, “I LOVED Kate. We hope that the above customer service ideas, activities, and exercises will help you develop a customer service training program that keeps all of your team members actively engaged. Count on lots of laughing, as usually the last message is so radically different than the first that people can’t help but chuckle! Then other members in the group should be encouraged to offer a compliment on what the speaker did well in the situation, as well as offer suggestions for the future. Our course facilitators are seasoned professionals with extensive experience in customer experience consulting and customer service training. To start, if you have a large team you may want to break them into smaller groups (but try not to make the group smaller than 10 participants). He got rave reviews from the participants.”, “Board presentation went well. Disney handles over 135 million customers in their parks each year, so customer service isn’t something they take lightly. Whether you need a debriefing activity or transitional one, the activities and games above are sure to inspire insight as well as laughter. Customer Service Training Game 1: Don’t tell me, let me guess. Diagnose: Get to the bottom of the issue so you can make sure it won’t happen again. For information about pricing, please see our, For instructor-led webinars, take a look at our, For information about self-paced courses available to anyone, visit our. To succeed, Five Star Service is not a frivolous luxury, but rather a critical element of hospitality customer service training and service delivery. Following it, you’ll find short descriptions of each program and links to the full overviews. What You’ll Need: Pictures of each team member/character, and a recall test. There are two attitude anchors: maintenance anchors, which help you maintain a positive attitude, and repair anchors, which help you fix your bad moods. Format: This activity is adapted from The Big Book of Team Building Games. The Oregon Hospitality Foundation … She really shared her talents and experience freely, and provided what was needed to reset our team dynamics.”, “Thomas Farley’s facilitation of the storytelling module was very engaging and effective. Full-Day Training Course, Multi-Day Training Course, “As I sit here listening to Laurie, I am thinking that we couldn’t have asked for a better facilitator!!! Every institution has a mission and vision that drives it. They were informative and very interactive and Myla was able to engage the participants throughout the entire presentation. This helps your team link activities to learning and apply the learning to the workplace. Customer experience training is crucial to any organization that works with people. The sense that you are a number, a transaction, or a cog in a machine. Not only does each interaction between employee and customer affect the number of customers retained, but employees with effective customer service … The first person is to hold the ball of yarn in his or her hands, and then state a fact about themselves. Everyone valued the ‘informalness’ of the key note. It’s easy to blame an issue on a third-party integration, a … A professional and effective support team is helpful to customer loyalty. However, in all seriousness the course was facio delicias and nuntiisque (fun and informative in Latin). Have each person state two truths about themselves and one lie. Search. This activity is adapted from 10 Customer Service Activities To Supercharge Your Team. The one main piece of feedback I got was they wanted more time.”, “Yesterday’s workshop was both thoroughly enjoyable and tremendously beneficial. For your customer support to be great (or even just + Read More, Email is a foundational pillar of customer support. Cookie Policy | We also travel to Africa, Australia and New Zealand, Asia, Canada, Central America, Continental Europe, the Middle East, and the United Kingdom. This memory game is a great resource to use if your agents are having trouble remembering names or faces. At the same time, start placing random items of clothing on him, and encourage him to put on the jacket, or hat, etc. Then encourage your workers to think about little things that help them elevate their moods, and write those down as well. We would love to have him back!”, “The training was amazing! (For example, “My favorite food is sushi.”). We all got a lot out of the training and hope to have him back again for follow up.”, “Pamela was very engaging. Whether you’re planning a training course or using external courses (we’ve compiled a list of free and paid training courses for you to choose from), it’s important to take a break and have some fun in order to keep your team members engaged. I took so much with me to apply to my job responsibilities that will enhance my thinking as I resolve difficult callers and issues. Irate … Looking forward to the LA workshop next month.”, “Phillip was engaging and professional. Site Map | The key here is to test how quickly team members can learn names. Thank you for all your support and value you brought this team. This is a great challenge for virtual teams as well, as it doesn’t require an immediate presence and can be done on individual time. We were all engaged in the topics. If a person says clothes, for example, ask them if the clothes are for warm or cold weather. “WOW – where do I begin!? Customer service skills are traits and practices that equip you to address customer needs and foster a positive experience. Customer Service Training Manual. Divide the room into four quadrants with the masking tape, and assign a number to each quadrant. The sessions are interactive and … Have a spokesperson from each group present their mission statement after fifteen minutes. Kate’s energy and willingness to meet as many of the attendees as possible and her ability to quickly build a rapport with folks established credibility and a safe environment. Give guidance regarding professional appearance, actions, and … We really, and I seriously mean this, enjoyed him. The biggest complaint from customer service agents is their inability to … We offer training in the District of Columbia and the following US states: Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Wyoming. What You’ll Need: Pen and index cards, a timer. We really enjoyed it. Charles’ way of teaching was pleasant, exceptional, superb, and commendable. The ability to express empathy is a crucial skill for positive customer service. Then have the next person in the circle decide which statements were true and which statement was false. Your flexibility from first contact was very valuable – we appreciate your willingness to participate in multiple teleconferences to align with KMG. Thank you so much for the quality of training and attention to detail. Then have the group break up into smaller groups of 3 to 5. Pamela was able to create a curriculum that completely met our needs on such a short timeline. A post-training web-based skills check-in meeting if desired. … Your style has that special something that really engages people.”, “Stefanie is knowledgeable, credible, fun and engaging as a facilitator.”, “A pleasure doing business with Business Training Works on our seminar.”, “Stefanie was upbeat, engaging, and relatable. People behind the scenes who will work to make our relationship a success. Assign one role-player to be the customer service agent, and the other to be the customer. Also, it’s just plain fun, and as a result is sure to help your team bond. Write the following words and phrases onto index cards: extraordinary, delight, serve, above and beyond, discovering, like family, adding value, positive experience. This experience could be due to a number of factors, whether it be a difficult customer, internal error, or multitasking strains. Then have each group spend five minutes coming up with a rude, demanding, or vague statement a customer could say based off of their own experiences. He started the session telling his own story. If your staff has the necessary skill set, that’s a good start. Everyone who relates or agrees to that statement raises their hand. We sincerely appreciated all of Stefanie’s hard work delivering a quality presentation to a diverse group of individuals.”, “Our customer service manager of 21 years stated that this training was the best and the most relevant class she attended in her career.”, “It was a pleasure to work with Charlie last week. Your team … Thank you both for a great experience!”, “I have been in several training sessions, and I have to say this has been the best one. All you have to do is direct workers to this website and have them follow the instructions. The executive team and I have literally had people coming up to us all week talking about how excited they are for the future, how they believe in where we are headed, and thanking us for what’s being done. Available in print and online formats. He was fun, knowledgeable, and engaging and had our large group of 50+ people laughing and participating right up until the 5:00 PM end time. This activity is adapted from mftrou.com. 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