8 Ways to Refresh Your Support Teams’ Customer Service Training – Part 2
Here are the remaining four!
#5 True or False Quiz
This activity is one of the best ways of improving the team spirit, especially when it comes to recently formed teams.
Team members should sit in a circle, and each should tell two truths and a lie about themselves. The next one is supposed to guess, and if not, the person who told the truths and a lie should reveal the false statement. This activity can also be performed online.
#6 Trip Simulation
This game consists of dividing your support team into several groups. Each group should list their three items necessary for any trip, with reasonable explications. Once they’ve made their list and shared the answers, you should repeat the activity. However, this time, you should provide them with a specific destination.
By letting them realize the differences in their answers, you will show them how the ideas based on limited or no information can affect the trip, and that it’s the same when it comes to businesses. As long as you don’t know the goals or you don’t identify with them, you won’t be able to stimulate the positive changes in your team.
#7 Customer – Support Confrontation
There is no wonder why this activity is one of Chip Bell’s favorite training activities (The Chip Bell Group). By creating a focus group of customers and bringing it to your support staff training, you will make them interact and exchange information.
On the one hand, the customers will be able to tell you their experiences and how they feel about them. On the other hand, the operators will receive the key comments, that will let them improve the way they solve the customer’s issues.
#8 Positive Behaviour Promotion
Even though it’s not exactly a training, this ritual suggested by Karin and David, the authors of “Winning Well“ it’s an incredibly inspiring activity, and it will also teach the staff what you want to succeed. All you have to do is to choose a day for promotion of a specific positive behavior and make a really big deal out of it.
For instance, you can promote solving customers’ problems in less than 3 minutes. Every time the operators succeed in it, you should excessively celebrate it by giving them chocolates, balloons, or simply making everybody congratulate them. They will love it, no matter how silly it looks.
How to Inspire Your Support Team to Work More Efficiently?
There is nothing that will stimulate your team to provide better results like their being both informed and happy. On the one hand, if not well-motivated, your support agents won’t be interested in making a deeper connection with customers, which may have a bad impact on your business. On the other hand, if they’re motivated but lack crucial information, the outcome may be even worse – they’ll seem neither professional nor reliable.
To make your support team give their best, make them want to give their best, by engaging them in the listed activities and making them feel like a team for real.
About the Author
Jason is a technical writer currently associated with ProProfs Chat. He enjoys writing about emerging customer support products, trends in customer support industry and the financial impacts of using such tools. In his spare time, Jason likes traveling extensively to learn about new cultures and traditions.