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Customer service teams are the face and voice of most establishments, and that responsibility comes with a lot of pressure.
Today's workforce is more demanding and result-driven than it was years ago. Employees want to work for a company that values employee engagement and recognizes their hard work. On the other hand, companies need employees who can do the job. Collecting customer feedback is also more needed.
While these are the expectations, they aren't always the reality.
Customer service teams are the face and voice of most establishments, and that responsibility comes with a lot of pressure and team accountability. You could have the best team in the industry, leading the way for other companies within your field, but without great customer service, satisfaction and loyal customers, it won't matter. It'll seem like just another company with an average product or service.
While you could teach your team and team leader to put in more hours and effort no matter what, it'll inevitably lead to an exhausted team that constantly overpromises and underdelivers. The key is creating a great work environment to play up to their current level of work performance and spark them into more action.
There are many ways to do this. They include increased pay, customer service recognition activities, customer surveys, incentives, team accountability exercises, customer service training games etc. But, team-building exercises are at the top of our list.
Assembly's workflows make it easy for customer service teams to communicate, collaborate, and have fun together. Book a demo to see what customer service team-building activities can help your customer support team shine.
Team-building is a collective term for various activities or events that enhance social relations and define roles within teams using collaborative methods. Team-building activities are designed to help team members get to know each other better, improve their communication skills, and increase productivity. A team-building event can be simple or complex through challenging or fun tasks.
Call center team games can work on multiple levels. First, they help people get to know each other better by breaking down barriers. Second, they foster trust among group members, which leads to better communication, personal accountability and a more cohesive team. And third, team bonding activities allow employees to explore their strengths and weaknesses while encouraging employee engagement exercises to boost staff morale.
These activities aim to:
- Improve communication skills
- Incorporate trust and respect among team members
- Increase productivity
- Identify strengths and weaknesses in your team
- Leadership and problem-solving skills
- Accept responsibility
- Reduced turnover rates (by increasing retention)
Team building is no small feat. Assembly is here to empower your team to succeed and give your culture a boost. Book a demo to see what customer service team-building activities can help your customer support team shine.
These activities teach customer service team members how to work and relate to each other. They can be conducted in various ways but usually involve collaboration, discussion, and fun activities. To be done successfully, they should reflect the overall company culture, which means tying the exercises into your company values.
Customers mostly need quick and accurate responses to their inquiries and challenges. So, these activities aim to build your customer service team to be confident in their ability to see customer problems and make good decisions. Activities with time limits and tasks that require customer service reps to think outside the box are great for this session. They can help the team improve their conflict resolution and problem-solving skills.
The ability to adapt and plan is essential because of the demanding nature of customer service jobs. In creating activities to improve these, organizations can focus on fun roleplay activities. These activities enable employees to practice vital new skills and explore new perspectives through customer service games in a safe environment where they're free from real-world consequences or customer complaints.
Building trust with your customer service team member is a good idea and critical for long-term success. To build trust in your customer service team, you need to encourage them to be open with each other. These activities also facilitate bonding and create a safe environment to take risks.
Team building is no small feat. Assembly is here to empower your customer service reps to succeed and give your culture a boost with team collaboration, improved customer service experience, and valuable lessons. Schedule a meeting to start for FREE.
You're probably wondering, what is the best employee engagement activity? But, the question should be; besides customer service training what are the activities to improve customer service?
There's no perfect activity that automatically revives customer service teams. Team building exercises combine activities that help team members become better employees, colleagues, and individuals.
So, whether it's done indoors, outdoors, or virtually, it's important to choose activities that will challenge your team how they need to be challenged.
Let's jump right in!
This activity can be done in the office lounge or outdoors and you can either group coworkers or pair them into teams. Scavenger hunts involve hiding items or small gifts around the office. It could be candy, gift cards, trinkets, or work-related items like pens, jotters, etc. The team that finds the most items in the shortest time wins.
This activity aids team collaboration, creative thinking, and problem-solving skills.
Teams of 3 or 4 coworkers (depending on the team size) are given a piece of paper with a hypothetical business problem, and they try to solve it within a given time. The team with the most practical solution in the shortest time wins. Multiple rounds with progressively complex scenarios can make the activity more engaging.
This activity can improve the team's problem-solving skills, business knowledge, and excellent customer service and satisfaction skills.
This activity is timed and similar to charades, but team members will describe images instead of words. It involves two coworkers per team; each team member faces the other. One coworker receives a piece of paper with an object, place, or animal and is tasked with describing what's on the paper without using words or using indirect words. The team with the higher number of correct guesses wins.
This team-building activity improves creativity, positive customer interaction, trust, and communication skills.
This classic team-building activity involves different teams with members standing in a circle, shoulder-to-shoulder. Each person reaches out with their left hand and grabs the left hand of another person in the circle who is not directly beside them. Then they do the same with their right hands, resulting in an intertwined human knot.
The goal of the activity is to untangle the knot without letting go of anyone's hand. And the first team to separate wins.
The team bonding activity teaches problem-solving, collaboration, good communication skills, and trust.
This activity is a great way to inspire creative thinking and push employees out of their comfort zone. The host selects an item, and team members can take turns describing and demonstrating new ways to use the item without speaking. While the presenter demonstrates, other team members will try to guess what they're doing.
This game teaches non-verbal communication, as well as innovation and resourcefulness.
This activity has two parts – the writing and the discussion.
Everyone recounts a memorable positive interaction with a customer and writes a thank you letter from the customer's perspective. Everyone then proceeds to read their letters aloud, and the team discusses each other's letters in turns – what was great, what could have been better, etc.
This activity helps employees analyze improved customer satisfaction and customer feedback. It helps the team members see things from a former customer service agent's perspective through analysis and effective communication.
Yes, and … is a game that emphasizes adopting a positive mentality in customer interactions, especially as customer service professionals.
This game is played by inviting two people up at a time. One person starts by giving them an opening statement, then one of the players continues with "Yes, and… a statement”, adding an additional sentence. The second player continues, and the players keep going back and forth until the time is up.
The game aims to teach active listening, a positive mentality, and the skill to resist the urge to belittle anyone's thoughts or ideas.
Kahoot is a learning platform that allows teams to have quizzes, trivia, open-ended questions, polls, word clouds, and interactive question-and-answer presentations. With this, companies can input relevant questions to Kahoot, and group team members can play against each other. It can be questions on core values, a fun game, facts about employees, or need-to-knows for customer service professionals.
This activity creates a fun but developmental platform for the employees.
Knowing people better often opens doors to building trust, collaborating more, and being more productive. Team members can take personality tests together, and via video conferencing, they take turns guessing each other's results.
Some personality tests to try are:
- 16 Personalities
- VIA Character
- Myers-Briggs Type Indicator
This exercise will benefit customer support reps, service professionals and contact center agents. The organizers can create a challenge to see who types the fastest. It can be a weekly or monthly activity with a leaderboard. And team members can constantly try to break the existing record.
This activity helps the team members improve their accuracy and typing speed.
Team-building activities are a great employee engagement strategy that won't need to be reserved for expensive, three-day office retreats. You can incorporate them into normal workdays without breaking the clock or the bank or using employee empowerment flows. And you'll see the benefits through a stronger team, improved customer expectations, and positive customer feedback.
Many Customer Service Teams use Assembly's solutions to make customer service agents improve internal culture, make work fun and engage the teammates. Schedule a meeting to start for FREE.
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