Applying Game Based Learning in Customer Service
3 weeks ago by

Learning new skills is essential not only for personal development and career progression but also to ensure business growth. For those working in customer service, certain skills such as active listening, effective communication, empathy and problem solving are a prerequisite. Businesses need to ensure they conduct regular customer service training programs to train staff on these skills. The concept of game based learning which is simply training and teaching certain skills through the application of games enables better engagement through simulated scenarios.   

How Gaming Makes You Smarter

One of the prominent features of game based learning is that it increases fluid intelligence of the learner. It boosts problem solving skills helping people apply those skills in unprecedented situations. Playing games is ascribed as a major factor for increasing grey matter. Not only do players feel motivated when playing games but also exhibit greater probability of recalling their experience, hence learning the skills that were taught. Game based learning makes people smarter and increases motivation and learning by releasing dopamine in the brain through actions and achievements.

Embracing Game Based Learning for Development of Skills

Creating a customer service training program by incorporating the elements of game playing, companies can engage staff in active learning. A successful active learning program should pose a challenge and require cognitive activity of participants for achieving the set objectives. Games fundamentally include these elements and provide a continuous process for people to increase their fluid intelligence through active learning. Playing games together as a team is also a great way to build trust and cooperation between people working in different departments or different areas of the same organization. It ensures a more collaborative environment which not only boosts teamwork but also keeps employees motivated to meet their targets and goals.

Creating real life scenarios in a game environment and training customer service agents through these games can enable them to find solutions to problems they may face in different situations. With the element of game based learning, companies can inspire employees to come up with innovative ideas to handle challenges.

Game based learning can also be used to train new employees joining an organization. By using real life challenges in training programs, managers can determine the strengths and weaknesses of their team and then have them play games where they can learn the missing skills and overcome problems.  Different kinds of games can be used for addressing different situations and challenges faced by employees. Interactive training workshops provide an immersive environment for the customer service trainees, who can then apply the skills that were learnt during the session when they come across an angry or a confused customer. It is, however, vital that the company conducts training programs which align with their organizational goals in order to achieve the desired results.

Embrace the Future

As businesses are focusing more and more on creating a unique customer experience, it is vital to train your customer service agents and frontline employees to excel in essential soft skills. With game based learning, companies can get ahead of their competitors by skill development of employees that will help in improving the overall service experience resulting in better customer engagement.