Internal Customer Service Keeping your call center representatives motivated, inspired, and energetic throughout their day is vital and reflective of their performance, and how they interact with customers. Why not mix things up and play some fun and educational games that keep them engaged and even inspired while they work? The fol­low­ing is an excerpt from McGraw-Hill’s The Big Book of Cus­tomer Ser­vice Games, writ­ten by Impact Learn­ing Sys­tems exec­u­tives Peggy Car­law and Vasudha Dem­ing. Call cen­ter train­ing can be fun, while still obtain­ing pos­i­tive results from call cen­ter rep­re­sen­ta­tives.

Call Center Training Game: “Flash!”

  • Objective: This game is a great reminder that customer service skills can and should be applied to interactions with internal customers. This game is suitable for anyone who serves internal customers. Internal customer service is the service provided to colleagues and other departments within an organization, as well as vendors and anyone else an employee interacts with to get their job done.
  • Time needed: 15–20 minutes
  • What the coach needs: 13 large index cards and a black marker. Before the session, create the flash cards by writing one skill on each flash card. (You may want to have candy or other small treats on hand for the winners or for all participants.)
    • Friendly
    • Efficient
    • Knowledgeable
    • Attentive
    • Empathetic
    • Honest and fair
    • Solution-oriented
    • Quick
    • Eager to please
    • Optimistic
    • Creatively helpful
    • Upbeat
    • Diligent
  • What to do now: Tell participants to focus on their interactions with internal customers. Tell them you’ll show them a card with a customer service “asset” on it, and they have to give you an example of how they might implement that characteristic in their service to internal customers. For example, if you held up a card that said, “Poised,” someone might say, “When Garth gives me feedback on my call trend sheets, I can remain poised and thank him for the input.”
  • Divide participants into teams of two or three, and ask each team to choose a team name. As the game progresses, you can keep score on a white board or flip-chart. Teams get one point if they’re the first to come up with an acceptable answer.
  • Flash the cards one at a time and make sure all the teams can read the cards. Start out by allowing the first team with an answer to respond to each card. If, however, one team becomes overly dominant in the game, you may want to have the teams take turns responding to the flash cards.

Post-Game Discussion:

Q: Why is it more difficult to apply these skills to internal customer service?

Q: Is it important to provide the same level of service to our internal customers as we do to our external customers? Why?

“The Big Book of Customer Service Training Games”

For dozens of games, The Big Book of Customer Service Training Games by Peggy Carlaw & Vasudha Kathleen Deming provides quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers, internal and external. Call center supervisors who utilize this book and the games provided will have a much better time keeping their team engaged; and with engaged, satisfied representatives comes satisfied customers!