Free Team Building Exercises
Customer Service Excellence

Free team building exercises for customer service excellence introduction:

Not only is the quality of our service without our own control, but it’s also a fact that SERVICE is the one thing that can and will set us apart from our competition – for better or for worse.

It’s safe to say that whoever wins the service game, will win the broader race within their industry.

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Identifying and retaining team members, who possess natural people skills and an instinct for serving others, will remain a valuable asset to any organization.

Leaders must recognize that the “Golden Rules of Service” consist of the same Golden Rule we all heard as a child. “Do unto others as you would have them do unto you.”

Treat people the way you want to be treated. If your organization made a mistake, empower your people to go out of their way to make it right for the customer. The rewards your company will realize through increased customer retention will far outweigh any cost involved in absorbing the cost of the error.

Play-It Backward, Flip-It Forward
Purpose of this activity: Increase awareness of the importance of living up to your Customer Service standards. Clearly communicate what customer service activities are expected from all staff.

Explanation: This is one of our most simple, yet highly effective, free team building exercises.

Leaders can quickly engage team members in a discussion asking the following two questions:

1. What can we do today to make certain that our first customer closes his account today?
2. What can we do today to make certain that we obtain zero sales today?

Although your team may mistakenly assume you’ve gone mad. Remain serious in your quest for logical and realistic answers to each question.

Write all the responses on a flip chart so you can refer to them later.

Next, make a point of recognizing that at times you’re organization make very well have been guilty of some of the errors listed. Make another point of telling your employee that many of your competitors are currently and will continue to make some of these same mistakes, which will cost them loyal customers.

Now, it’s time to turn all those negative practices into positives. As you turn each negative action into a positive goal for your team you can state, “Okay, let’s Flip-It Forward.”

Your team has already identified the things that they must NOT do to a customer. It should now be very simple for them to identify the right things they should be doing in order to retain existing customers and attract new customers.

As a team, identify your top 3-5 goals and create specific ways for measuring your success. Goals should be written clearly – stating how much, of what, by when, by whom – for each goal.

Service for Results
Purpose of this activity: Teach your team the direct correlation between their ability to minimize and quickly resolve customer issues through top-notch customer service, and the organizations ability to grow and maximize profits.

Explanation: Smart leaders understand that RESULTS are the one main reason for constantly measuring and improving customer service standards.

The results produced by your team will most likely be directly impacted, positively or negatively, by how well the front line employees are treating their customers.

These free team building exercises provide an easy way for leaders to impress upon their employees that above all else, their focus can never be taken away from what the customers are actually experiencing.

In your next team meeting, ask your team to identify 3 ways that they can show their customer how much they care and appreciate their business.

Zig Ziglar says, “People don’t care how much you know, until they know how much you care.”

As a team, identify 3 things that employees can do to show the customer how much they care about:

• The Customer
• The Department or Team
• Their Job
• The Company

Create key phrases that team members can work in to their customer service scripts. After hearing how happy these employees are, your customers will feel an increased sense of gratitude and appreciation for your organization and for your employees.

As employees continue to make positive statement to their customers about their job and the great company they work for, they will begin to realize they really mean what they are saying and they will feel a renewed sense of dedication to the organization.

Receive your Team Building At Work tool, a collection of 40 fun and effective, free team building exercises and activities that promote increased team performance. Remember, you only need to download once. All of the various team building templates are included in a single pdf file for your convenience.

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» Enthusiasm
High energy, enthusiastic employees are extremely valuable to effective teamwork. Promote enthusiasm in your team.

» Expectations
Raising the bar – expect more from your team or run the risk of sending a message that you sanction lower performance.

» Fun
Work is so much work, if people are having FUN. Use our team building tools to promote and encourage fun in the workplace.

We're always seeking new tools and resource ideas for our readers. Do you have a suggestion for free team building exercises that you are willing to share? If so, we encourage you to provide your own helpful hints and tips here.

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