The Customer Experience Olympics: How to Gamify Your Certification Process

Whether you’re launching a new customer experience strategy or you need to revisit and reinvigorate some of your existing customer service training, it is vital to add a customer service certification component. 

You can do this effectively by applying some gamification elements. These will not only dramatically increase the retention of your customer service training content but also make great, fun team-building exercises for your team. They will help your organization exceed customer expectations and customer loyalty. 

Adding Fun to Your Customer Experience Strategy

Your customer experience strategy is worthless without ensuring it is retained and executed by every existing and new team member. Just because your employees were in attendance at your customer service training or watched the presentation online doesn’t mean they retained everything that was taught. 

There must be a certification component. It is important to test each employee to make sure they learned and retained the information that was taught or launched. There are many ways you can do this.

One of the most effective ways to do this is by gamifying the certification process by having a competition between teams, departments, or locations. This makes it a fun and incredible team-building activity. Best of all, employees retain the information. 

Advance Financial’s Customer Experience Olympics

With over 100 locations throughout Tennessee, Advanced Financial is one of the best customer certification programs. 

However, a lot of companies hold the Customer Experience Training Olympics. Upon completion of their customer service orientation training, each employee must play games like the Wheel of Fortune, Jeopardy, Word Search, Crossword Puzzle, and Memory Match. 

These all have to do with the customer service vision, non-negotiable standards, Nevers and Always, three pillars, or whatever other strategies your company has in place. 

Team departments go head to head to see who scores the most or finishes with getting the most correct answers. The more hype leading up to the competition, the more exciting it will be. This also gets employees to prepare and study more because they do not want to be the one who lets their team, department, or location down. To have a better idea of what this looks like, watch this video.

For more information and resources on The Customer Experience Olympics, check out The Customer Service Revolution podcast. If you’d like to listen, head over to Episode 062: The Customer Experience Olympics

About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.