Customer Service Game Ideas

Downtime is important for the well being of a customer service rep.

The daily grind of taking calls for eight hours a day will stress out even the best customer service representatives. This is especially true during times when service levels are challenged (like the holiday season). Taking time for a mental break helps the reps remain focused. However, you can give down time to your team and still keep the day focused around the business.

Back and Forth

Back and Forth is played in groups of three. One person is designated the customer service representative, one person is designated the customer and the third person gives feedback to the person playing the representative at the end of the game. The customer is provided a scenario that relates to a particular area your team struggles. For example, your team struggles with providing empathy when a customer is upset. The customer would relay a scenario where he is quite upset with the company. The rep is challenged with providing empathy. At the end of the conversation, the third person provides successes or opportunities to improve. Each person is given the opportunity to play each part. At 10 minutes per person, this game is perfect for a short 30- to 45-minute team meeting.

Company Trivia

Test your teams’ knowledge of company history, policy and current product line in the form of competition. This game is moderated by the team leader with the team split into two competing groups. Play the game in a “Jeopardy” or “Family Feud” fashion to make it interesting and to give everyone the opportunity to participate. Using small prizes such as a stress ball or a coffee mug with the company logo keeps costs down and supports the underlying theme of company support. Due to the excitement you’ll find during this game it is best to give at least an hour for playing.

Scavenger Hunt

Scavenger hunts are great for small groups ranging from two people to four people. Draw up a document with clues and let your customer service team on their way. The clues can lead to landmarks within the business or even to specific people. If each person is given a different list of clues that lead to the same result it sparks the group to work together to locate the objects. If you plan to use a person as a clue or an object, let them know in advance to ensure the game will not disrupt their productivity. The length of time needed for this game depends on how many landmarks or objects you want your team to find. On average, you can expect it to take 10 to 15 minutes to find each object.