Trainers' Market - Customer Service Games for Training

There are four essentials to improving customer service skills and delivery. Any techniques that the trainer or line manager uses need to be:

• Relevant
• Engaging
• Quick
• Focused on helping service staff to find their own solutions.

This collection of games and exercises includes tools, brainstorms, questionnaires, practice sessions, competitions and action plans. They all have one thing in common: they encourage service team members to reflect on, and learn about, some of the key issues that will help them improve their performance, for example:

• Who are our customers?
• Why are they our customers?
• What’s my role in the service process?
• What makes customers frustrated - or delighted?
• What practical steps can I (individually) or we (as a team) take to improve service?

Most of the games and exercises are short, typically under 20 minutes, requiring a minimum of materials and easy to run. They’re designed for use in service training sessions or service team meetings and a number of them are suitable as direct team interventions to help celebrate a success or learn from a mistake.