Training your customer service agents doesn’t have to mean administering boring seminars and tests. As effective as these traditional training methods can be, incorporating some fun customer service training games for new hires to play can be engaging, empowering, and lead to team building.
Let’s break down some easy, free customer service training ideas and games you can play during your next onboarding session.
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Fun Customer Service Training Games
A gamified workplace can boost productivity and provide an outlet for agents to practice support tactics in a fun, supportive environment. Use these customer service games for training, honing skills, and trying out new support strategies.
Customer service game #1: The Name Game
Rules: With this exercise, each group member goes around the room and says their name and a fun fact about themselves (this can be substituted for a favorite color, food, movie, etc.). As each player goes, they also have to repeat all of the information about the prior speakers, amping up the difficulty with every turn.
Takeaway: The Name Game is a memory exercise that helps agents focus on important personal details, which comes in handy when your reps are working with customers. If you use a support platform like Gladly that can collect and store personal information, you can use this game to demonstrate to reps how they can record these details when chatting with repeat customers.
Customer service game #2: The Demanding Customer
Rules: This improv game consists of two players receiving “assignments” in a fictional scenario. Player one is the customer who’s trying to get a refund or complaining about a product and resorts to an increasingly aggressive tone and language. Player two, who is the agent, is given a goal of salvaging the sale, recommending a different item while maintaining a level of calm throughout.
Takeaway: This game is ripe for comedic scenarios, but these difficult situations are all too real. Fortunately, getting the chance to exercise empathy in a safe, fun environment is a great opportunity for agents to develop this critical soft skill and to see how their peers would handle tough situations.
Customer service game #3: Whispers (or Telephone)
Rules: Whispers (also known as Telephone) consists of players standing side by side who are trying to pass along a whispered message from one person to another. The first player is either given or invents a phrase to use and passes that message along to the next player. Each subsequent player then tries to relay that exact message to the person next to them. When it reaches the last player, they recite the phrase in order to see how different the final phrase is from the original.
Takeaway: Every word in a customer interaction is important, and providing effective customer service means slowing down, listening to the customer, and not making assumptions or asking them to repeat themselves. Being cognizant of the entirety of your shoppers’ statements is a big piece of making sure your team can solve their problem to the best of their ability, as this game demonstrates.
Customer Support Hero Resources to Empower Your Team
Customer service game #4: Customer Service Jeopardy
Rules: This spin-off of the popular game show follows the same rules of picking trivia questions ranked by point-based difficulty. However, when adapting it for training purposes, you can make the answers focus on key info about how your service platform operates or details about your product catalog.
Takeaway: Simple but fun trivia games like Jeopardy help test your agents’ knowledge and engage them in learning key product information. With that skill, agents can evolve into product experts who provide more detailed information on your catalog and more effectively support customers and even close sales.
Inspire and Delight Your Team
Support agents have notoriously high attrition, with rates reaching 45% compared to 15% for most other industries. Although fun, bonding, and educational customer service training activities can’t cure burnout and churn on their own, you will have a happier, more productive team that engages better with customers.
[ Read more: Agent Churn – The Costs of Losing Agents and How To Stop It ]
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