Customer Service Week Resources

Activities • Bulletins • Celebration Stories and Ideas • Printables • Puzzles • 

How I Give Great Service

Description

This activity reinforces the idea that there are many ways to give great, personal service. Each participant uses the letters of their name to suggest service-oriented actions. This activity was adapted from the classic activity book, The Big Book of Customer Service Training Games.

Materials

Note Pads and Pens for each participant.
Flip-chart or white board and markers for the leader.

Directions

Ask each participant to write their first name vertically down the center of a sheet of paper. Demonstrate by writing the following on the flip-chart or white board:

Next, ask participants to use each letter of their name to come up with an action that they can take to offer great customer service. For example:

Finally, ask each participant to read their list out loud for the group.

Discussion

Where there any common solutions or themes in the answers? (For example, did several participants focus on listening or empathy?)

Were there any especially creative, or even funny, solutions?

Were there several solutions for a single letter such as M? Ask reps to read their solution to just a single letter and discuss the many, many ways that customers and reps think about great service.

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Best and Worst Customer Service

Description

Frontline reps will share service stories and develop a list of what to do and what not to do when working with customers.

Materials

Paper and pen, or white board and marker, for the leader.

Directions

First, draw a line down the center of the paper. Label one side, “What to Do,” and the other side, “What NOT to Do.”

Ask participants to think of the best experience they have ever had with a customer service rep. Invite three or four people to share their experiences. As they are telling their stories, add key words and phrases in the column headed, “What to Do.” For example, listened, asked great questions, really cared, etc.

Now, ask participants to think of the worst experience they have ever had with a customer service rep. Again, invite three or four people to share their experiences. Add key words and phrases in the column headed, “What NOT to Do.” For example, interrupted, ignored, argued, etc.

Remote Tip

This activity works well when the leader shares handwriting on screen via Zoom or another collaboration platform. Discussion will be ongoing while the leader takes notes which are viewed by all participants.

Discussion

After the activity is completed ask everyone to take a quiet moment later in the day to think about their own work and to ensure that it reflects the team’s dos and don’ts.

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Split Personality

Description

This witty activity was developed by a customer service manager. Her goal was to help team members get to know each other while working from home.

This activity requires Zoom or another collaboration platform.

Materials

None

Directions

Select a date for the activity. Ask reps to dress with special care on that day. They should dress in appropriate office attire on the top and for a hobby or favorite activity on the bottom.

Next, call on each person individually to stand up and describe what they are wearing.

Reps will learn about each other’s interests and perhaps find some common ground. 

Discussion

Were you surprised by any of the split personalities in our group?

Has this sparked interest in trying a new activity yourself?

This activity suggests that we don’t have to be all business all of the time. How do you find balance between work and hobbies?

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Count Off

Description

This activity was adapted from the classic activity book, The Big Book of Virtual Teambuilding Games.

In this activity, participants focus on communication skills and try to avoid talking over each other. The game can be played with local teams, remote teams, or hybrid teams via phone or collaboration platform.

As the group struggles to stop talking over each other, they may realize that they need a system, such as speaking in alphabetical order by last name.

Some groups will come to this realization and decide on a plan. Others will not.

Materials

None

Directions

The challenge is for the team to count up to the number of people on the team. For example, a team of 10 needs to count from one to 10. If two team members speak at the same time, the team starts from the beginning. When this happens, a different person must start the count-off.

Discussion

Questions for groups that choose to collaborate:
How did you come to the decision to collaborate?
What became possible once you made the decision to work together?

Questions for groups that do not collaborate:
Why did you choose not to collaborate?
Was it a conscious choice or did it not occur to you?
What would have been possible if you had decided to work together?

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Household Scavenger Hunt

Description

In this scavenger hunt, remote staff will compete to collect all of the items, snap a photo, and share with the entire team. This fun activity is so quick and easy you can host a new scavenger hunt each day of Customer Service Week.

Materials

None

Directions

This activity can be used over the course of one to five days.

For a five day activity, compile five lists of items to be collected, or use the sample lists below. The lists should include items commonly found in the home along with one or two tricky items.

Distribute the daily list via email or a collaboration platform and ask reps to share photos showing all of the items that they collect.

Photos should be displayed online for all to see. The real fun comes when people realize what they have in common, “We have the same shirt” and what’s different, “Where did you find that rotary phone?”

The winner is the person to find the most items over the course of the scavenger hunt.

Sample

Here are two sets of sample scavenger hunt items:

Day 1
Elephant
Hawaiian style shirt
Seashell
Spice that starts with the letter M
Wedding photo
Day 1
Something in Customer Service Week green
The softest thing you own
Something smaller than a penny
Something with two ears
Flowers or flour
Day 2
Cast iron skillet
Feather
Mercury thermometer
Ribbon
Rotary phone
Day 2
Something in Customer Service Week purple
The last book you read
Something round
Something with four feet
Knight or night
Day 3
House plant
Record or video tape
Salt shaker
Slippers
Train
Day 3
Something in Customer Service Week blue
Something sharp
Something that makes you smile
Something with a tail
Mail or male
Day 4
Polka dots
Postage stamp
Red food
Shell
Six pins
Day 4
Something a little bit country
Something fuzzy
The sweetest thing you have
Something with polka dots
Pear or a pair
Day 5
Ball
Funny socks
Happy Birthday
Pantry item with a 2018 expiration date (or older!)
Rock
Day 5
Something a little bit rock and roll
Something hot
Something older than you are
Something plaid
Son or sun

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Quarrelsome Coworkers

Materials:Quarrelsome Coworkers sheets for each team member.

A Customer Service Week Two-in-One Pen to use.
Notes:The impact of friction in the workplace can be devastating to the reps involved, to coworkers, and to customers. Left unresolved, tensions can lead to lost productivity, staff disengagement, and a culture of negativity.

The Quarrelsome Coworkers puzzle shows the wrong way to handle this type of friction.

Reward everyone who completes the puzzle with a Customer Service Week Scratch Off Card.
Puzzles/
Solutions:
Quarrelsome Coworkers sheets.
Quarrelsome Coworkers solution.

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