Many employees approach customer service as a repetitive chore or task. Sad but true. So, as leaders, we have to make it fun, break up the monotony and get some dopamine running through our company’s culture.

Last week, a client called to tell me about the ‘pop quiz competition’ they were running in their busy airport stores. They have outlets on the landside and airside of the airport and decided to create some competition between the store’s teams to help motivate their employees to deliver exceptional service.
How did they do it?

  • They created a pop quiz around their service values and behaviours (they practiced with mystery shoppers).
  • They looked at the number of units sold per transaction, in the stores with the highest pop quiz scores to see a correlation.

The store with the highest score in the pop quiz also had double the units sold per transaction— more than any other store in the airport. Enough said.

If you are attempting to embed service values and behaviours with your employees, make it fun, gamify it, and create some healthy competition.

To get started, think about the following:

  1. What are the expected behaviours you want to reinforce in the game?
  2. What’s the game design?
  3. What’s the game reward?

Gamification is all about motivation: the desire and willingness to do something. This feeling of drive and ambition is fuelled by dopamine, the chemical signal that is passed from one neuron to another in your brain.

Click here to read how KPMG have implemented a game called GlobalRunner to share corporate knowledge across hundreds of thousands of employees.

By providing rewards or injecting some fun into everyday chores and routine tasks, your employees are more likely to get things done in a quick, efficient and successful way.

Jaquie Scammell

‘Love Being in Service’