This weeks team building exercise has a very special place in my heart because it helps you tie in customer service. If a business wants to be successful it needs to help their teams become successful with customers. In today's world where everyone wants it bigger, faster and better; our customers have access to a virtual 31 flavors of providing customer reviews and feedback. You cant move two clicks without seeing a customer review. Smart companies will make time to focus on how their employees are performing in customer relations and will invest in the learning and support their teams need to succeed. This weeks exercise, emphasizes the need for our teams to explain themselves when communicating with customers. Our customers need to know the how, who, what, why , when and where. We are the experts in our fields and we know why we are asking "the questions" but our customers do not. It is an easy skill to forget as we are all weighed down with more work and more deadlines, but a simple reminder of how uncomfortable a poor exchange between a company representative and a customer can be when things are not explained may be all your teams needs to jump start their engines. Please enjoy this weeks team builder!
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Purpose: Demonstrate the importance of explaining the who, when, where, why and what of a process when working with a customer. This exercise also builds team awareness of how they can support their team in customer service interactions.
The key component the participants should take away from this exercise is the importance of explaining your actions with a customer. When a customer is well informed they are more likely to respond positively because they understand the reasons for your actions or questions. It is also a great way to build trust in the customer relationship and that goes a long way when looking to strengthen the likelihood of return business.