![]() This is a lesson that when communicating with customers, we need to listen carefully and check our understanding. We don’t always catch the most important part of the question and get side-tracked with irrelevant information.We hear what we expect to hear so we assumed it was Noah.So, why do advisors nearly always answer these questions incorrectly. These questions seem simple to answer, right? Yet, in Caroline’s experience, advisors nearly always get both of these questions wrong. It travels further south to Milton Keynes, where it drops off another 5 passengers and picks up a further 6. It stops in Leicester dropping off 10 and picking up a further 4 passengers. You are driving a bus which leaves Stoke at 8.30 with 23 people on board. ![]() ![]() ![]() How many of each species did Moses take into the ark? This game involves asking advisors two questions, to test their listening abilities – although they should not be told that this is the intention of the exercise. The games in these next two fun examples were created to get advisors engaging with the learning principle of listening. To make this game as successful as possible, keep it fast-paced and come up with a few of your own examples before you get going, so you can give prompts to groups if they get stuck.įind out more ideas for creating the best possible working environment for new recruits, in our article: 8 Ideas to Welcome New Advisors Into the Contact Centre Customer Service Training Ideas for Good Listening Established teams are often competitive enough to make it fun without the carrot of the prize! The best acronym could then win a prize, making it a nice game for groups to bond over. With their word or phrase, as well as some pens and paper, give the group two minutes to create an acronym, by coming up with a word for each initial letter that is relevant to the topic. The teams can either be given the same word or a different word.Ī few words that you could use for the topic of “service excellence”, for example, could be “care”, “engage” or “positive”. Once you have a topic in mind, split the team into small groups of three to five people and give each team a word relating to that topic. AcronymsĪcronyms is a quick, fun exercise to engage new advisors with fundamental contact centre topics, such as service excellence, soft skills and the customer experience. Lesson – Engaging advisors with great customer service from their own life experience helps get the team thinking about the subject matter.įor more exercises like this, which are great for remote contact centres, read our article: 10 Fun Customer Service Activities That Will Make Your Staff Smile 2. What prompted you to spend more than you intended? Round 3 – Share with your new partner a time you came home from shopping having bought more than you planned to. So help celebrate with advisors, or get them talking about things they are proud of. Lesson – Finding something you are proud of makes you feel good. It might be something you’ve achieved yourself or someone else you’re proud of. Round 2 – Share with your new partner something that you’re proud of, from any time in your life. Lesson – When you find something in common with someone, it is much easier to build rapport. Round 1 – Find something you have in common with your partner outside of work (so this excludes working for the contact centre!). There are three rounds to this exercise, each of which will last for a couple of minutes, and will require the advisors to swap partners, so they keep engaging with new people throughout the game.Īt the start of each round, ask your advisors to do the following: ![]() If there is an odd number, you – as the trainer – will have to get involved. To get started, ask everyone to stand up and pair up with someone in the group who they don’t already know. This exercise is a great way to kick off an induction training session, by getting recruits up and talking to their new colleagues and gathering key learnings that they will need to bring into the contact centre. So here are two examples of team-building exercises, which also include some key learnings. Team-building activities are great to create a team atmosphere in the contact centre. Customer Service Training Ideas for Team Building With this in mind, here are a number of exercises, recommended by Caroline herself, that were designed to be all-inclusive and to develop key advisor skills. So, it’s important to either split teams into groups and allow everyone to role play or to create exercises that involve everyone.” This makes it too easy for shy advisors to sit back and not take anything in. Too often the more extrovert advisors put themselves forward to do a role play and get everyone to watch. “We also need to make sure that everyone gets involved. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |