Customer Service Training Ideas and Activities

Whether you are a customer service supervisor or trainer, you’ll find customer service training ideas and activities very important for your business to succeed. Nowadays, many business organizations have come to appreciate the benefits of brainstorming their employees with ideas and tactics for handling all types of customers while meeting their needs; this has even made it easy for them to handle the most difficult customers. If you are searching for effective customer training ideas, you’ll certainly find the following information very helpful.

Customer Service Training Ideas and Activities

# 1 Role playing This is one of the best training ideas to add knowledge with both energy and fun to your employees. Role playing entails assigning your employees different roles and then acting them out. While acting these roles, it is very important for the whole setup to have the real picture of what goes around in your business so that the whole idea sinks deeply to your employees. Observe keenly to note areas of weakness and let your employees practice more until they are perfect.

# 2 Emphasize on ‘never say no’ attitude Saying the ‘no’ word has quite often triggered negative emotions to many clients. It is because of this reason that you should try at all cost to encourage your employees to avoid using this word at all cost so as to ensure needs of clients are addressed beforehand.

For example, you may divide your staff into groups of two or four and then ask them to brainstorm each other on words that would mean no to clients. After coming with the list, ask them to come up with alternatives ways of helping clients; get all suggestions from each group and weed out those you feel will not help while dealing with customers’ attitude. Finally, pin that list on the notice board where your staff can always refer to until the whole idea becomes part of them.

# 3 Get your staff to listen – Train your customer service staff to listen first while dealing with customers’ frustrations. This is one of the most invaluable attitudes for customer service training ideas that will see your staff handle difficult clients with ease. Your service staff will find it very easy to take charge of challenging customer service situations if they allow customers to explain themselves.

Although sometimes you may meet very angry customers that could be over-reacting to particular products and services, it is very important to restrain yourself from reactions that would trigger further arguments. Instead, calm down and listen keenly in order to be in the right position to ask specific questions that will help quell customer frustrations.

# 4 Avail necessary tools – Your customer service staff will need tools to serve clients, it is therefore very important to ensure that you install the right infrastructure such as communication hardware and software that will help your service staff to effectively help clients. In addition, train your staff how to use these tools in order to increase their productivity to serve clients.

# 5 Use “my story” scenarios – Consider using real life examples in your customer service training ideas that your employees can learn from. One of the possible ways that you can do this is by creating a forum that will allow your staff to share their personal stories about customer service circumstances they encountered while posing as client or serving clients. This will equip your staff with vast knowledge that will enable them to know how to how to handle clients in different scenarios.

# 6 Learn from difficult customers – Encourage your staff to talk to clients that are difficult to please. This will in turn provide invaluable information that you can use to improve your customer service delivery.

Although many customer service employees tend to ignore their “worst nightmare customers”, it is very important to change their attitude towards them and consider them as a rich source of information that can be used to improve their services. In the long run, you are going to realize that behind every criticism there is usually something positive that you can implement to improve the quality of service delivery.

# 7 Balance you failures and success – It is quite a common thing for many supervisors to lay a lot of emphasis on success and point out mistakes or failures every single time they arise. However, a better way of handling this is by creating a balance between failures and success so as to build an effective service culture.

By doing this, your staff will view their failures as a great opportunity to learn and also avoid repeating them in the future. It is also very important to share success stories so that other employees will have a role model to look up to.

# 8 Set a good role model Inasmuch as we may talk a lot about effective customer training ideas, the example you set will send a strong message to your staff. It is because of this reason you should serve as a good role model in what you say and do so that your employees will appreciate these ideas in bringing positive transformation to your organization.

The Benefits of Implementing Customer Service Training and Activities Into Your Business

There are so many benefits that you and your staff are going to get from client training ideas.

Firstly, your staff will be in the right positions to effectively serve all types of customers including those that are easily agitated. In addition, training ideas will enable you to identify areas of weaknesses and seek opportunities to improve them. Training your staff will also help reduce customer frustrations thereby creating a good image for your business. Last but not least, training your staff creates a positive service culture that allows your staff to deliver quality services to clients.

Today, many organizations have come to appreciate the benefits that customer care employees bring to their business. However, it is important to implement training ideas that will help them to be more effective while serving clients.

Examples of customer service training ideas allow you to set a good example that your staff can emulate from.


Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.