To start this exercise, give each advisor a plain sheet of paper and ask them to draw a square in the centre approximately 8cm x 8cm. Then, request that each person draws three lines of three dots in the middle of the square, so all the dots are lined up. Advisors should end up with a square that looks like this:. Then, set the group the challenge of joining all nine dots with four lines or fewer, without taking their pen off the page.
If anyone knows how to do this already, set them the challenge of joining the dots with three lines or fewer. This can be done like so:. In fact, it can even be done in one line, as we never said that the line had to be straight or even thin, did we?
This exercise is more than just a brainteaser, as Caroline points out two key learnings that can be taken away from it. For example, we found a solution with four lines first, but eventually we found a better way that just required the one.
These exercises are all tried and tested within the contact centre industry and the teamwork involved with each is a first step in creating a great working environment. However, this is not their main focus. These exercises have all been devised to engage advisors with key advisor soft skills that will hopefully help the team improve their performance further.
Thanks to Caroline Cooper of Naturally Loyal for recommending each of the training exercises that have been included on this list. Related Articles. Caroline Cooper Caroline Cooper.
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Weekly Newsletter. Editors Pick. Upcoming Webinars. Thu 27 Jan Webinar: How to Transform CX. Thu 03 Feb Latest Resources. Upcoming Events. Wed 19 Jan Find even more motivational game ideas in our article: Motivational Games for Call Centres. You can help motivate your team by playing a game of snakes and ladders, and there are a few ways to play this game to keep up morale.
Every time a member of your team achieves something, whether it be making 10 sales in a morning, or receiving a good quality score, they move up a square on the board. You could also put smaller bonus prizes on the board, perhaps a free cup of coffee or a biscuit. Find a template of this motivational game to use in you contact centre by following the link: Snakes and Ladders Call Centre Game Template.
Motivational activities in the contact centre are so important because of the culture of being tethered to a desk by a set of headphones, having set shift patterns and having to be at your desk ready to take calls. Sounds difficult? Our motivation efforts are geared towards treating employees like adults. We host fun event days and internal contests to motivate.
This event strategy has become popular in contact centres and many have started organizing their own on a regular basis to encourage employees to bond with one another. Customer Service Contest are also organized for recognizing the latent talents of employees. The recognition they get further improves morale. So, be on the lookout for event-based games in amongst the following group of examples that we have put together!
Where are the instructions for the Mr. Customer Service?? I can think of many rewards for this theme…. In my contact centre I think it is extremely important to keep staff motivated and happy in their work environment, this is turn creates productivity and harmony. Prizes can be awarded depending on the event and this need not be expensive either. It was amazing to see how much fun one winner had with a bottle of bubbles! Related Articles.
Motivational Games for Call Centres. Dan Moross. Carolyn Blunt. Using online games for employee engagement makes team-building fun and fosters a sense of community among your employees. Icebreaker games that ask each person questions about themselves and their interests provide a way for team members to get familiar with each other.
To create team-building games online, you can use various free templates, instruction manuals , and integrations available online. The important thing is to make it fun and relevant to your employees. Employees who feel a sense of connection with their colleagues are happier , more satisfied in their work, and are less likely to resign. Taking your team outside the grind and making office work enjoyable is the perfect way to boost employee engagement and performance. Join the hundreds of teams—from Fortune enterprises to local businesses—who use Lessonly to onboard, train, and continuously enable millions of employees to learn, practice, and Do Better Work.
Customer service jobs can be grueling, and interacting with the public brings with it a wide array of customer exchanges that must be successfully navigated to ensure superior customer service and lasting loyalty.
Unfortunately, as is often the case in life, people are usually more willing to complain than praise in an environment where they are spending their hard-earned money. That makes customer service difficult, so it is great when your entire team can get together to problem-solve around this persistent customer service issue. Customer service activities for the workplace are the ideal platform for engendering this type of team cohesion. After all, why not learn from the shared experience of the entire team?
Customer service games allow that to happen in a fun and supportive environment. Sales and customer service are two sides to the same coin. The former is aimed at making a sale while the latter is responsible for that customer coming back for more services later. Likewise, it just makes sense for both teams to work together in activities that combine both customer service training activities and sales training games.
These customer service activities lend themselves to a better appreciation for the role each side plays in an ongoing, successful business relationship with your customers. What makes customer service training games so much more effective than typical team-building exercises? In short, they are fun activities that inspire as many smiles as they do mental breakthroughs.
In the same way that comedy clubs have taken over the teaching of DMV driving classes when you get a ticket, a fun-filled experience is always remembered more clearly than a boring one.
Combine team-building and customer service training into one engaging game session and watch employee participation and retention soar as a result. Consider setting up or using an empathy workshop to teach your sales and customer service reps how to empathize with both colleagues and customers. Helping your team members recognize what others are feeling and how to appropriately respond will reap benefits not only in the workplace but also in job performance.
To help your team members build relationships with each other and sharpen their customer service skills, use empathy exercises. As a foundational skill in customer service, empathy helps us connect to and understand others. Using empathy exercises can help your employees not only perform their jobs better but feel more connected to their coworkers and customers. The people in Group A play angry customers. They are either handed a certain complaint, or can think of one themselves think ridiculous complaints, e.
Also, they are given a certain goal — to get a big refund, for example. The service reps in Group B are given the task to resolve the situation. They, too, have a goal — to calm down the customer and minimize the damage as much as possible. They might not be allowed to give a refund, for example, but are allowed to give away drinks or a few weeks of free service. Communication techniques you can use today — whether you're writing an email, making a sale, or trying to win an argument with your spouse.
The couples then perform their role play in front of the group. The performers are encouraged to be creative, especially the customers.
Like in all improvisation, the participants should build on what their partners say or do. After the role play, the rest of the group can give feedback — e. This is a useful exercise for both groups. The service rep gets a thorough exercise in conflict resolution, while the ones playing the customers get a training in empathy — filling the shoes of the customers they engage with on a daily basis. The Dale Carnegie Training Institute shares their method for memorizing names on their website : impression, repetition, association.
You could incorporate these practices in the above-mentioned role game, with the customer group adopting imaginary names for the service reps to memorize. A positive mindset is arguably the most important element of a good service delivery.
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