Customer Service Training Programs:
Our customer service training
workshop teaches by doing with less than 15% lecture and 85% hands on
activities. Participants learn by Doing and not by being told. Exercises are
practical, realistic, fun and are skill based.
To maximize your customer
service teams effectiveness we suggest our custom, private
customer service training
courses offered in house at the location of
your choice, usually in groups of 6 or more.
Contact
us for a free consultation on how we can best service your
training needs.
Program Objectives:
In our Exceptional Customer Service one-day
training workshop
participants will:
- Understand how to handle inquiries and/or complaints in
ways that create improved, lasting relationships with your
customers or clients.
- Learn to promote positive "chemistry" between
your company and your clients by recognizing and
responding to the needs of each individual.
- Learn how to handle doubt, misunderstandings, and
objections.
- Acquire techniques for seeing issues from clients'
perspectives, creating value-adding options for clients,
and making sure clients recognize the added value they are
getting.
- Learn how to gain agreement from clients and reinforce
mutually satisfying long-term relationships.
Customer Service Training:
How customer service training games can help you learn great service!
Customer service games are just like other games such as scrabble, cards, role playing or computer games. But the basic aim of this category of games is to improve a person’s customer care abilities and help him or her gain useful knowledge in the field.
Customer service games help their players deal with public in a better way and help maintain a positive attitude in their job. They offer an interesting way of acquiring and applying knowledge and are very helpful in motivating and sparking enthusiasm among the customer service employee.
With use of techniques like debate, brainstorming and role-playing etc. you learn interactively to create rapport with the customer.
What can be learnt from customer service games?
By playing customer service games the customer service reps learn how to communicate with customers on a telephone, face to face, through a letter or an email more effectively.
These games help agents to learn how to use powerful words to convey their meanings, as well as sharpen your problem understanding and solution abilities.
Examples of Customer Service Games
Bop It
Bop It is a worth mentioning, even if it isn’t strictly a customer service game. It does help sharpen your reflexes, performance under high pressure, warm-up and team building.
“Bop-it Extreme” is basically a handled game designed for children, but this game is very challenging and entertaining for adults as well. A great game to energize the team, or warm up!
Bop-it Extreme pretty much resembles a steering wheel. When the gadget is switched on it starts giving different instructions in a robotic voice. You have to respond to the issued instructions, within a specified time indicated by a drum beat coming from the device. There are five different instructions issued by the machine i.e. bop, pull, spin, twist and flick. The game automatically speeds it up to make it more challenging. It also shows your results by telling the number of times you were right or wrong.
Deal With It
There are several good customer service games in the market. One of them is “Deal With It”. This is basically a role playing game (RPG). In this game you can assume roles in different posts in a customer care department.
The game comes with 44 point cards, 66 challenge cards, and 121 question cards, and covers over 120 scenarios involving general business. A special version of this game deals specifically in customer care, “Deal With It Help Desk Edition”. This version comes with 99 question cards to cover most of the scenarios in the customer care. The help desk edition is a useful exercise for customer care customer service employees in call centers, banks, travel and several other industries.
Telephone role playing games
There are numerous customer care games that don’t involve purchasing any special product and can be played in a team. One example is telephone role playing games.
In such games you have to brainstorm first so that you can cover most of the important real life scenarios involving customer care. These scenarios are written on different cards which are shuffled. Each customer service employee is then assigned to deal with the situation presented on the card.
There are three roles in a team playing this game:
- Call maker - the customer asking a question
- Call receiver - customer service person
- Observer - just makes the ring sounds and observes
After a few minutes these’ roles are changed so that everyone can play all the roles. Between each session, do evaluate what happens… let the observer share his or her observations, and let the call maker and receiver share what they thought or felt during the call.
Source:
Peggy Carlaw:
link
Article Content: Customer Service Training
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